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What is CRM?

Customer relationship management (CRM) is a model for managing a company’s interactions with current and future customers. It involves using technology to organize, automate, and synchronize sales, marketing, customer service, and technical support.

 

For Sales and Marketing

For sales managers, CRM cloud apps provide real-time visibility into their team’s activities so they can forecast sales with confidence. For sales reps, CRM cloud apps make it easy to manage customer information so reps spend less time handling data and more time with customers.

For marketers, nothing is more important than tracking the sales that result from leads generated through marketing campaigns on your Web site, in email, or with Google AdWords. CRM cloud apps let marketers track leads and sources, route leads to the right salespeople in real time, and provide the analytics to see what’s working and what can be improved.
 
For Customer Service

Your customers have questions about your products. Today, they might go to Google or Twitter to look for answers and only contact your call center if they can’t find what they need. To deliver stellar customer service, you need to connect all the conversations that happen on social networks with the internal knowledge your agents use every day. That way, your customers get answers fast and are happy. And it costs you less.

 

CRM Cloud Platform

CRM cloud apps need to be easy to use for sales, marketing, and service professionals in any industry. That’s why smart companies rely on a CRM platform that gives them complete freedom to customize CRM for their business. It’s the best way to boost adoption and make sure your CRM apps are working the way you do.

 

CRM Cloud Infrastructure

Successful CRM customers rely on a proven, trusted infrastructure—the servers and software in a data center—for running their CRM applications. For CRM to work effectively, it must have three characteristics:

  • High reliability – uptime that exceeds 99.9%
  • High performance – data access in less than 300 ms
  • High security – industry certifications such as ISO27001 and SAS 70 Type II

An effective CRM infrastructure is based on multitenancy: multiple customers sharing common technology and all running on the latest release, much like Amazon.com or Google. With multitenancy, you don’t have to worry about application or infrastructure upgrades—they happen automatically. In fact, multitenancy lets companies focus on managing CRM, not managing technology.

 
 
 
 
 
 
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