CRM refers to systems and strategies used by companies to manage interactions with current and potential customers. CRM software stores customer data such as contact details, purchase history, communication logs, and preferences. This helps businesses improve customer service, automate marketing, and enhance sales performance.
Popular CRM platforms include Salesforce, HubSpot, and Zoho CRM. CRM systems enable personalization, better lead tracking, and improved customer retention. They also help teams collaborate by centralizing information. Overall, CRM is essential for building long-term customer relationships and increasing business efficiency.
Example Scenario:
| Step | Example |
|---|---|
| Customer Inquiry | A business owner fills out a website form for SEO services. |
| CRM Entry | The lead is automatically saved in the CRM. |
| Follow-up | Sales executive calls the customer within 1 hour. |
| Proposal | A digital marketing proposal is sent by email. |
| Deal Closed | Customer purchases a ₹30,000/month SEO package. |
| After-Sales Support | CRM schedules monthly performance reports and follow-up calls. |