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What Is CRM Technology?

What Is CRM Technology? thumbnail
What is CRM Technology?

Customer relationship management (CRM) is a chief principle and philosophy on how businesses may better learn about and meet the needs of their customers. CRM technology is the name for the suite of tools that assist businesses in this endeavor.

  1. Web-based CRM Technology

    • Web-based CRM technology consists of web sites that allow users to purchase and utilize customer-centric tools for automating and organizing customer service and support tasks directly through a web browser. Advantages of this method include the CRM technology being readily available and relatively easy to use. A disadvantage is use of the CRM technology being dependent on an Internet connection. Examples include Salesforce.com and Microsoft Dynamics CRM Online.

    Software CRM Technology

    • Software CRM technology entails computer programs that must be installed on servers and computers throughout a business before a business can use them. One advantage is not having to rely on being connected to the Internet to use the tools. One disadvantage is possibly buying and instituting CRM software that may not be suitable for the needs of a business. Examples include ACT! and GoldMine.

    Bespoke CRM Technology

    • Bespoke CRM technology allows for a business to direct a CRM company to tailor make a suite of web-based and software CRM tools to fit the specific needs of the business. An advantage is the business and CRM provider work together to create and maintain the CRM database. Disadvantages comprise both a lengthy time and monetary commitment for the business.

    Social Networking CRM Technology

    • With the growth of social media, a number of social networking web sites are also being used for CRM purposes, as businesses seek quicker and cheaper methods for reaching a growing people market. Examples include LinkedIn, Twitter and Facebook.

    Uses of CRM Technology

    • CRM technology comes in a wide variety of forms across web and software platforms, but they generally all help users with a like number of important business tasks. These tasks include, but are not limited to, establishing and maintaining a close business-customer relationship, tracking a wealth of client information, and marketing goods and services more widely and efficiently.

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