Customer relationship management (CRM) is a complete software system that manages customer relationships, but it isn’t a single solution. To effectively manage, analyze, and improve your customer relationships, you need a comprehensive set of cloud solutions that supports your organization at every customer interaction point.
This is why your CRM solution should include a sales cloud, service cloud, eCommerce cloud, and marketing cloud, as well as a customer data platform (CDP) that can combine online, offline, and third-party data sources for an always up-to-date customer 360 view.
CRM tools have almost always been seen as sales tools. However, over time, these solutions have extended their reach and become integral to marketing, eCommerce, and customer service functions.
The power of customer relationship management is derived by constantly gathering customer data, analyzing that data, and then using those insights to deepen relationships and improve business results. It allows any customer-facing employee to convey, “We know you, and we value you.”
A set of data-driven CRM tools supports you beyond the sales process, which is crucial to business performance.
