CRM today Part 1 of 3 What is Customer Relationship Management software?
Monday, March 4, 2013 at 12:46PM 
It seems like a simple question, but what is Customer Relationship Management (CRM) software? A strict definition is,
"Software that is used for managing a company’s interactions with current and future customers. It involves using technology to organize, automate, and synchronize sales, marketing, customer service, and technical support." Wikipedia
Sounds pretty broad, lets put it in perspective. Here are some examples of CRM software I have implemented.
- A newsletter / mass emailing system that integrates emails capture from the client's website, social media interaction and daily email communications with little or no user intervention. This saves that client 10 hours a month in administration and now allows them to reach their entire stakeholder base with clear, consistent communications.
- A client website and management back end. The client has a system that allows membership applications, payment and accounting all automated and all online, a website that has a private members area that is customizable base on a specific members interests, and a built in training and support system that includes videos, FAQ's and trouble ticket management.
- Discount membership website that provides membership management for all stakeholders, payment processing, accounting functionality and the capability to allow member to tailor their discounts and offers on a 24/7 basis.
CRM software encompasses a broad range of interactions, processes, and customer interaction / relationship tools. In the next 2 posts we will investigate CRM Software in further depth and discuss further the state of CRM today.
