Why should I care about CRM?

A customer orders 10 new servers through sales. When the salesperson enters the order 4 Using CRM analytics
1
into the CRM software, the CRM database is updated with this new sale information. software, the company can
track customer trends from
call center data and act to
10 servers fix problems or anticipate
Order new ones.
Up
da
Customer Sales te
ta
23% of customers can’t !
If there’s a problem, the customer can call a support line and enter a da find the “on” switch.
2 r

e
customer identification number. This prompts the CRM software to call up Data

tom
CRM
the customer’s history and route the call to the most appropriate agent,

Cus
who can upsell the customer based on its purchasing history. ! Software
CRM
Where’s the Sales ideas
%#&@!!
Database
Customer ID Customer history
“on” switch?
Call center
support Redesign
s
3 If a customer decides to buy additional products online, the CRM d ea y
lesi tor
database will recognize the customer and make unique purchase Sa is
erh
suggestions or offers based on its purchasing history. m
u sto
C
Send me 20
new servers. Customer ID

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