Essay Sample about Customer Relationship Management (CRM) Technology

CRM stands for customer relationship management and is a significant way to grow your business. CRM technology can keep the relationship between the business and its consumers healthy by storing, organizing, and processing customers' information, interactions, and services all in one location.  This allows the business to provide an easy and connected experience from every department. For example, a man named Michael is looking for a new sports car on the website of a local car dealership. He has clicked on similar cars multiple times and even built personalized vehicles just for him. The dealership's marketing team notices this activity and sends Michael a personalized automated email about the cars he is interested in. This will get Michael off the website and into the dealership to test drive the cars. Upon his arrival, the dealership's sales team will have the cars he's interested in ready for him along with other products they provide that may appeal to him. Michael is so pleased with the personalized experience that he decides to buy the car from this business. The dealership was able to accommodate Michael's need of buying a new car due to CRM systems; but how does CRM help stay in contact with Michael to ensure future business? Before Michael makes it home with his new ride, the services team will send him an email on how to properly care for his new car. Marketing will recognize the purchase and send recommended items that Michael may be interested in.  Commerce will use the same information to produce an online storefront catered to Michael's interests. IT will build apps to connect him with others sports car lovers in his area. The continued business of Michael will make the CRM system smarter and more personalized for his specific experience with the company. CRM is extremely effective for continuing the business of customers by staying connected with them throughout their entire journey with the company.