Customer relationship management (CRM) software can help your business communicate with and market to customers more effectively. It can also be part of an enterprise resource planning (ERP) system which works across your company.
These tools gives you access to key information, so you can target customers with offers or analyse customer data to help your marketing strategy.
How customer relationship software works
Central to every CRM system is a customer database. This stores information about your customers – their names, addresses, what they’ve bought, when you’ve contacted them and so on – so whoever answers the phone has access to all the relevant details.
Customer relationship software enables you to segment and analyse this data. For instance, your best customers – those who spend most, order frequently or have been with you longest – might deserve special treatment.