CRM stands for Customer Relationship Management. It is used by companies to manage and analyze customer interactions in order to increase sales and improve customer satisfaction and loyalty.

Thanks to a CRM system, you can keep track of all your customers and monitor the work of the sales department from the moment a lead is created (an incoming request in the form of a call, message or email) to receiving feedback on a completed order.

A CRM system is primarily a tool designed to increase the efficiency of your sales managers.

The basic functions usually include the following:

One of the important functions of any modern CRM system is to control duplicate contacts. If there are any matches in phone numbers or last name/first name/middle name, the contacts can be merged, which also simplifies further work. All incoming requests (calls, emails) will be automatically assigned to the appropriate contact. This will allow you to track the history of interactions with the client and improve the customer experience.

Some CRM systems will allow you to track the effectiveness of your advertising through specific channels. See not only the audience reach and the number of reactions, but also specific financial indicators.

One of the key features of CRM is the ability to integrate with third-party services: IP telephony, chatbots, email newsletters, and other resources.

So, we can say that any modern CRM system should have the following basic functionality:

A set of these properties turns CRM into a modern, versatile business tool that saves time and money by speeding up work and increasing the productivity of your employees.

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