What is Customer Relationship Management (CRM)? Related Articles CRM Today: How the Best Contact Centres Are Using CRM What Is a CRM System and How Can It Improve Contact Centre Performance? CRM Gamification: Everything You Need to Know Five Ways to Leverage CRM Data for Personalized Customer Service © Feodora - Adobe Stock - 246200304 10,335 Filed under - Definitions, Customer Relationship Management (CRM) What is Customer Relationship Management (CRM)? Customer Relationship Management has lots of theoretical definitions. Community definitions of Customer Relationship Management include: A lasting customer relationship Knowing what drives your customers Knowing what your customers are like We have also asked members of our community about how to define CRM in an easy-to-understand way – particularly in the contact centre / customer service environment. Here are their definitions of Customer Relationship Management: 1. A Lasting Customer Relationship CRM is making sure that our customers will be our customers for ever. Thanks to Mike Brown 2. Knowing What Drives Your Customers CRM is determining what drives your customers and also what makes them angry. Knowing this will help you create one-call resolutions and better handle time on each call. Thanks to Ashandra Cruthis 3. Knowing What Your Customers are Like I would describe it as: knowing and following what your customers like and dislike and shaping the company to suit both ways – toward customers and toward company. Thanks to Vladimir Maletin 4. Knowing Your Customers by Name When I walk into my local, they greet me by name, know what I order and accommodate me appropriately. CRM is the industrialisation of this process. Thanks to Martin Taylor 5. Going Beyond the Service Level Agreement It’s going above and beyond the contractual obligations and defined service level agreements. More often than not, organisations meet the expected SLAs as defined in the contract but clients are still unhappy. Going beyond the service level agreement is making the client see that the team performance is ‘looking’ and ‘feeling’ on their side. Thanks to Angela Katimbang The Definition of CRM Software …And here are a couple of definitions of CRM software: A Visible View of a Customer’s Interactions It’s a fully understood and visible view of a customer’s interactions, across all touchpoints, enabling you to develop intelligent and appropriate messages/conversations/instructions. Thanks to Michael Anderson Giving Everyone in your Team Access to your Customer Database If used properly, cloud-based CRM software provides everyone in the team with instant access to your customer database, productivity and social media needs, providing a more up-to-date and personal approach to interactions with your customers. A CRM Can Help Improve Customer Experience Thanks to Barry John Author: Megan Jones Published On: 10th Jun 2016 - Last modified: 12th Jul 2022 Read more about - Definitions, Customer Relationship Management (CRM) Recommended Articles CRM Today: How the Best Contact Centres Are Using CRM What Is a CRM System and How Can It Improve Contact Centre Performance? CRM Gamification: Everything You Need to Know Five Ways to Leverage CRM Data for Personalized Customer Service Contact Centre Reports, Surveys and White Papers Get the latest exciting call centre reports, specialist whitepapers and interesting case-studies. Choose the content that you want to receive. Contact Centre Reports, Surveys and White Papers Invites to exclusive Webinars & Events Weekly Newsletter