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What is Customer Relationship Management (CRM)?

Customer Relationship Management is a kind of software that combines best practices, strategies, a technology that companies must use to manage and analyze interactions between customer and owner, and important data. To improve customer service relationships and assist in customer retention that drives sales growth is the main objective of Customer Relationship Management. It compiles the customer data across different channels, or points of contact, between the customer and the company.

It aims to retain and acquire the business’s customers and potential customers. It was designed to improve a business’s customer management.

The roles of Customer Relationship Management are:

  • Keep current customers. Business is not all about gaining and gaining new customers. CRM’s goal is to retain previous and present customers.
  • Gain potential customers. Organized and wise customer service and management is an attractive attribute that attracts and catches potential leads. 
  • Organize customer data. Having a Customer Relationship Management system will help a business or a company gather and manage its customer’s data more efficiently and less time-consuming. 
  • More efficient customer communication. With all the customer data well organized, it is now more accessible for the business or the company to communicate to its customers or potential customers.
  • Give and increase customer satisfaction. One of the Customer Relationship Management goals is to increase customer satisfaction. It is crucial for keeping and gaining customers.
  • To make tracking of the business’ progress faster and easier. Customer Relationship Management also gives the company an organized data to track its market progress.

Customer Relationship Management’s role does not only revolves around customer relation, but it also helps on organizing a business’ system to improve its quality, strategy, and services.


These are the reasons why businesses ranging from small businesses to large corporations should use Custom CRM:

  • Better Optimization for the business process. A custom CRM program solution allows the integration process to be less costly and simpler by encouraging developers to build using an API-first approach, thus allowing the process to be more efficient.

Custom integrations are important for business because they transform a CRM into a customized network that can be used by all divisions, including HR, program management, distribution network, marketing, etc., thereby, helping a company grow into effective digitization of their business process.

  • Staying ahead of the competition. How does a custom CRM help you over your competitors? A custom CRM allows your business to pinpoint and make challenges to parts of your business processes, therefore, optimizing the said changes, giving your company a clear edge over others. By having a custom CRM, you are equipping your team with the ability to develop business strategies to help customize your marketing strategies.
  • Access to more affordable options. Many Software developers work for at least $60 an hour and a CRM is not an easy job, but a very complicated software creation that needs a great deal of investment. Is all of that money worth every little personalized feature in your CRM? The response is no, in almost all cases. Today there are countless CRMs available that are expressly tailored for your particular sector or adequately scalable to be customized on your own.

Types of Customer Relationship Management

  • Strategic

Strategic CRM refers to the customer data and market trends usage and utilization to create quality and value in customer relations. It honors the significance of the opinions of the customers in the improvement of the business’ operation. 

  • Operational

This type of CRM relates to the centralized system used inside the company. It involves the coordination of multiple departments to create effective and systematic customer service.

-Service automation 

Service automation helps in lessening the time and efforts spent in human labor, especially when assisting clients. It also helps in giving Customer satisfaction to clients. 

-Marketing Automation 

Marketing Automation refers to the use of software platforms, web-based services, and other technologies to eliminate ample time consumed in repetitive marketing tasks. It improves and fastens the market on various social channels online. 

-Salesforce automation 

Salesforce automation refers to the system used to automate various sales activities. It is used to improve sales and to lessen administrative tasks.

  • Analytical

Analytical CRM refers to the analysis and evaluation of customer data to gain customer knowledge. This type of customer management helps in the thorough analysis of customer information to assess and to give enrichment of all data.

  • Collaborative

This type of Customer Relationship Management talks about the collaborative coordination of various departments to gather information from customer interactions. 

  • Customer Data Platform

The purpose of the Customer Data Platform (CDP) is to collect all Customer data and create a unified Customer database to track and market customer activities.

Why is CRM important for your business?

  1. FULLY OPTIMIZE BUSINESS PROCESS. CRM software is a great tool for a less costly and simpler integration for your business process. 
  2. BE AHEAD OF THE COMPETITION. You will surely be on top of your competition if you equip your team with the ability to develop business strategies to help customize your marketing strategies and be ahead of your competitors.
  3. LESS HASSLE COLLABORATION HASSLE. A centralized CRM would help you lessen the hassle during collaborative projects and sharing of data and other relevant information. 
  4. MANY AFFORDABLE OPTIONS. There are numbers of CRM that you can choose that best fit for your business. They are either made for your niche or you can have one customized one. 

CRM is indeed a great tool for your business. Whether whatever industry you represent, you can leverage the exponential growth and success that CRM can give your business. 


  1. The use of a CRM system allows you to have the information of the customer such as purchase transaction, records, and interaction history easily, this also helps customer support representatives give a better and fast customer service.
  2. Another thing is custom CRM allows you to access and collect the data of your customers that help your business identify trends and insights for reporting, evaluating, visualizing, and coming up with strategic ideas. Giving businesses better insight for future growth plans.
  3. Custom CRM tells businesses about the behavior of their customers, their patterns, choices, habits, interest, and the like.
  4. Human Resources and Operations management is seamless through the help of data generated through the use of custom CRM, it simplifies their processes by being efficient.

On these points, we can see that the use of custom CRM can contribute significantly to an increase in sales, and processes’ productivity and efficiency, and is needed by your company to grow and move forward every day.

So, do you use custom CRM on your business at this moment? Share with us in the comment section which software you are using. Click this link to read more about our customer CRM service.


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