Implications of CRM

CRM aims to bring together diverse pieces of information about customers, sales, marketing effectiveness and responsiveness and market trends. Customer relationship management is essential for every organization in order to create a customer oriented organizational culture. When discussing about the CRM types, loyalty programs, cross selling/upselling, save or win back etc. are some key CRM types.

The term eCRM originated when customers started using web browsers, the internet and other electronic touch point devices. eCRM includes online process applications such as segmentation and personalization. The below elaboration is about mistakes in CRM (mostly eCRM) implementation and how to overcome them in order to establish a successful business.

1. Lack of social media integration

In today’s social media driven world, it is essential to have a CRM system that includes your social media interactions with customers. Businesses need to intelligently listen to their customer and actively engage with them through social media platforms. Social information and engagement can produce vital customer insights and create a long term relationship with your customers that can be used to improve the customer experience and ultimately benefit the company’s bottom line. Providing a 360 degree view of customer relationship is important in CRM solutions.