Topic 3 Benefits to the Business

A dominant element of CRM is the change it brings to business thinking and structure, through facilitation and of course profit prospects.

More specifically, the benefits that a business derives from the implementation of an e-CRM application are found in four areas:

On a Daily Business Practice

  • CRM helps the marketing department identify the characteristics of the business “good customers”, thus better targeting its advertising campaigns.
  • Customer communication helps salespeople build better relationships while being able to do so – having all the information about them – to meet their needs in the best possible way and in a timely manner.
  • The business can sell better from a distance.
  • Managing customer accounts becomes easier because all relevant information is collected, classified and made available to all employees.
  • Employees have all necessary information to respond to customer needs, solve their problems, and generate additional sales.