CRM is not just a tool to automate the business process, it is a strategy used to improve the business productivity. CRM is used to change the business practices and let people focus more on customer needs.
CRM includes capturing, managing and making use of the information that you have about the customer. CRM enables you to understand the customer requirements and study their buying habits. Thus helping in Sales and marketing to funnel in the most possible prospects. All the business functions of your organization can be handled by CRM. Like selling products, providing service to customers, managing marketing campaigns, billing the customer, collecting the money from customers, etc. all can be taken care through CRM.
With Customer Relationship Management, it is changing the way people do their work. That involves new processes and training. CRM software installation does not mean that the CRM implementation has been done and now the business will run smoothly. Installation of the software may happen fast but it is difficult to know how long will it take for the overall culture change of the organization. The main concept here is the change that is involved and how people are going to adopt the new CRM culture.
Always have a defined goal planned and set the CRM implementation strategy carefully. Train your people to make them understand the business process change. Constantly show each of them how they will benefit from the changes using CRM. Also make sure that quality and accurate data is being added. Refine your process and set new goals and keep your employees informed about how it is going to improve and find more benefits.
The impact of CRM usage is tremendous and organizations can make use of CRM for streamlining all business activities.