A Customer Relationship Management strategy is a plan to grow sales and improve customer service via marketing campaigns, customer support, and sales teams.
What was once the traditional buyer-seller model has shifted to customer-centric. Customer relationships today require more maintenance, which is why businesses now have entire CRM strategies dedicated to managing them.
Consumers have higher expectations when it comes to customer service. If you can’t give them what they need, they’ll look somewhere else.
When we hear the words CRM strategy, we’re inclined to think about CRM software or CRM technology. But software is only one piece of a much larger puzzle.
The best strategic customer relationship management incorporates both people and software. It needs: