CRM Software consolidates customer information and documents into a single CRM database so business users can more easily access and manage it. The other main functions of this software include recording various customer interactions (over email, phone calls, social media or other channels, depending on system capabilities), automating various workflow processes such as tasks, calendars and alerts, and giving managers the ability to track performance and productivity based on information logged within the system.
In this role, the primary aim of the CRM system is to automate and integrate the 3 backbone functions of any business: Sales, Marketing and Support. Such systems generally consists of a dashboard that provides a snapshot view of all three functions in a single page for any given customer. For instance, the dashboard displays any client’s contact information, past sales, previous marketing efforts undertaken and any issues logged or support help previously provided. This summarizes the relationship status of the customer to any CRM system user so that they can use the information to grow the relationship in future touch points.