What is CRM? Clearly explained

CRM is one of those shortcuts that you regularly come across on the Internet. But what does it mean? We explain to you what is meant by CRM.

CRM: That means the abbreviation

CRM can have numerous meanings, but particularly often it stands for "Customer Relationship Management" - literally customer relationship management or simply customer care.

• This completely describes the way a company deals with its customers.
• Above all, it is about the long-term strategy of a company with which it wants to find customers and retain them.
• The first big aspect of CRM is customer acquisition, the way new customers are acquired. Different marketing is used for this and often very good entry offers are used.
• When a contract is in place, the main aspect of CRM is keeping the customer long-term. Most companies want to achieve this primarily through regular offers and good customer service, who is quick to help with problems.
• In the meantime, this also means being strongly represented in social networks and offering customers forums and direct contact options here.
• This positive relationship often has the pleasant side effect that customers recommend the company. On the other hand, if you are kept in the contract using anti-customer methods, this often has a rather negative effect.
• Part of the CRM also includes marketing inquiries - often by phone - in which customers are offered new, apparently better offers. At the same time, they find out what the customer needs from the company and whether everything is in order. In this way, an increased interest in the person is conveyed.
• However, this method is not equally well received by all customers as many people find such marketing calls disruptive. Here it is up to CRM to decide whether the possible marketing effect is worth the customer frustration - quite apart from the legal guidelines.
• Feedback - for example on telephone calls - is also an important part of CRM. Companies with a strong customer focus respond to feedback, respond to it, and in the best case even implement it to better respond to customer needs.
• As the last part of CRM, these decisions are communicated particularly strongly. Press work is also part of the tasks to put the company in good light and to present itself as customer-focused. With such marketing campaigns, the circle starts all over again with new customer acquisition.

Maybe you just thought with this text: tl; dr. If you don't know what the chat abbreviation means, we will explain it to you in the next practical tip.