Customer Relationship Management (CRM) is a strategy, system, or software designed to manage a company’s interactions with current and potential customers. The main goal is to enhance relationships, streamline processes, and improve customer satisfaction, which drives sales growth and profitability. CRM solutions give businesses a unified view of customer interactions, providing insights into behaviours, preferences, and needs.

In today’s competitive market, adopting CRM software is essential for businesses of all sizes. It helps store, track, and manage customer data, sales pipelines, and service requests, allowing teams to collaborate effectively and provide personalised experiences. CRM tools help businesses tailor marketing, sales, and service strategies to meet customer needs, increasing loyalty and retention.

CRM is used across a wide range of industries, such as retail, healthcare, finance, and technology. It helps automate tasks, manage communications, and provide real-time sales data while identifying opportunities for upselling and cross-selling. Many CRM systems are cloud-based, offering access from anywhere and supporting remote collaboration.

The benefits of CRM extend beyond customer service and sales departments. It is also valuable for marketing, operations, and human resources. CRM systems help segment customer data, personalise campaigns, and track performance, resulting in more targeted marketing and improved ROI. For customer support, CRM systems enhance service by managing requests, tracking resolutions, and ensuring timely responses.