CRM-Customer Relationship Management Study Notes for UGC-NET Exam

It includes tracking their interactions with your business and providing them with relevant content and offers. When all your employees can access data from a single repository, they can work mutually to drive business and increase customer satisfaction. The analytical CRM system also allows you to set role-based restrictions on data accessibility.

Here, I’ve brought to you a complete tutorial on how Real Estate CRM software helps to improve sales and how it works. So, I’m going to cover various areas with lots of information that you should know. Because this new technology is predicted to be the real estate business’s future, you can generate ample revenue in the upcoming years. So, It helps businesses to improve a relationship with their existing customers and creates customer loyalty and retention. It refers to a set of strategies, technologies, and practices that businesses use to manage and analyze interactions with their customers and potential customers throughout the customer lifecycle. Operational CRMThis type deals with creating a complete customer journey through sales and marketing automation.

  • Today, every business is full of competition, so it is more important than ever to gain new customers and retain the existing ones.
  • Building strong, long-lasting customer relationships ensures customer loyalty and significantly impacts a company’s bottom line.
  • Scalability is an essential factor to consider for startups and medium-scale companies.
  • CRM software is designed to automate various tasks and activities like managing contacts, optimizing campaigns, tracking lead status, generating customer behaviour reports, and handling the sales process.

Look for a CRM solution that offers customization options and can be integrated with other software tools you use. A CRM solution is only effective if it is easy to use and widely adopted by your team. Consider how intuitive the software is and how much training will be required to get your team up and running.

For instance, operational CRM is meant for businesses that want to intensify their sales and leads from the data to improve service requests and complaints management. Therefore, companies retail and investment businesses are more appropriate for implement operational CRM. A CRM database is a centralized location where businesses can store, organize, and manage their customer data.


With the help of Interactive Voice Response (IVR) system, a customer can interact with business computers by entering appropriate menu options. In case of equipment placed on field, the service expert may require product servicing manual, spare parts manual, or any other related support on laptop. Operational CRM streamlines the business process that includes Sales Force automation, Marketing automation and Service automation.

CRM processes encompass analytics and reporting, which enable organizations to gain valuable insights into customer behaviour, preferences, and trends. By analyzing customer data, businesses can identify patterns, track key performance indicators (KPIs), and make data-driven decisions. This helps optimize marketing strategies, improve sales processes, and enhance overall customer experiences.

Cloud-based CRM software is typically cheaper as there are no upfront hardware costs, and updates and maintenance are handled by the provider. On-premises CRM software can be more expensive as it requires hardware, installation, and ongoing maintenance. Hybrid CRM software is a combination of the two and can cost more than cloud-based solutions.

As compared to its competitors, Zendesk focuses more on sales and marketing aspects. CRM software helps real estate agents to stay organized and successfully manage the customer relationship management between property buyers and sellers. To run the business successfully nearly 21% of realtors use CRM in the real estate business. Alternatively known as strategic CRM which shares customers’ information with various business units like the sales team, marketing team, technical and support team.

As long as it is properly implemented, a CRM system may be advantageous to both small and large enterprises. Event-based (trigger) marketing is all about messaging and presenting offers at a particular time. For example, a customer calls the customer care number and asks about the rate of interest for credit card payment. This event is read by CRM as the customer is comparing interest rates and can be diverted to another business for a better deal.

This CRM software can widely be used within the organization by its easy-to-use interface. Another plus point offered by Zoho CRM is their free stater plan and affordable upgrades. In the later chapter, you will also find resources and tools to advance your career and becomes a true client representative. This book will help you to redesign your planning process with a range of CRM applications and their use cases. So, If you are a beginner who has never used CRM or a business owner who is looking to get an answer for your failure rate, then CRM Handbook is the right textbook for you. You will also find a simple explanation of complicated CRM buzzwords with their contextual meaning.

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Customer relationship management (CRM) is a mixture of practices, strategies, and technologies that businesses use to manage and analyze customer interactions and data all over the customer lifecycle. CRM software enables marketing teams to plan, execute, and measure the success of every marketing campaign. The process of reaching out to right people at the right time gets simplified empowering marketing teams with optimal resource utilization. It is possible to customize, automate and replicate marketing campaigns to save time and efforts. A lot of CRM software nowadays, have in-built templates for multiple instances to grab prospects’ attention, and improve email open rate and reduce bounce rate. Also, the ROI can be easily calculated through reliable and smart reporting feature to ensure that your marketing budget is being utilized wisely and optimally.

Meanwhile, It allows you to build a sales funnel, track leads, and find sales opportunities. It simplifies workflows and enables customer data such as chat, voice, email, and social media touchpoints on a single platform. CRM systems in conjunction with VoIP telephonic system increases inbound visibility as well. When a lead has chat with a member of a sales team, they can see all the details and previous information on the screen which helps in managing the conversation in a more efficient manner.

Many people buy Coca-Cola every week, but not everyone needs the tire assembly for an off-road earth mover. Analytical CRM- Capturing customers’ data and making useful predictions is one of the key roles of analytical CRM. Analytical CRM reads, interprets, and validates the data which can be used to understand customer behaviour, changing trends, and market dynamics. Operational CRM- works to improve the operational efficiency of the organization.

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