Customer Record Management can help businesses manage information related to customer information using an integrated platform. According to business, customer information is very important in understanding customer needs and at the same time being able to build closer relationships.
This means that with this customer record, there are many benefits, including automating the workflow system, generating prospects, increasing productivity, and others. Therefore, quite a few large businesses have used this application as a customer data platform.
DEFINITION OF CUSTOMER RECORD MANAGEMENT
Customer Record Management or CRM is the process of customer information and data management, from receiving and collecting data, and analysis, to using information to gain insight about customers. Apart from that, this platform can also improve customer experience.
CRM is the most important thing because it can help increase Customer Satisfaction as well as get higher customer loyalty. Through complete and organized records regarding customers, companies can adjust and provide the best products and services according to customer needs.
There are several important factors and aspects in Customer Record Management, including collecting customer data, managing customer interactions, data analysis and tracking customer history. In addition, CRM can enable integration in each different department in a company, thereby allowing for better collaboration to serve customers.
THE IMPORTANCE OF CUSTOMER RECORD MANAGEMENT
Customer Record Management, aka Customer Data Management, has a very important role for businesses, in managing relationships with customers. There are several reasons why Customer Data Management is important that you need to know, including:
CUSTOMERS ARE A VALUABLE ASSET FOR A BUSINESS
Customers are the main source of income and are very important for business continuity. Customer data management can help businesses understand customers and also offer the right services or products according to their needs.
ESTABLISH STRONG RELATIONSHIPS WITH CUSTOMERS
With organized and complete customer records, businesses can ensure that they have provided the best responsive service to customers. This can strengthen business relationships with customers and make customers feel appreciated.
INCREASE CUSTOMER SATISFACTION
Through good customer record management, businesses can identify customer preferences and needs while offering the right services and products according to customer needs. This can increase customer satisfaction and make them more likely to buy your product again or even recommend your product or business to people.
INCREASE BUSINESS EFFICIENCY
Through good customer data management, businesses can ensure that customer information is available regularly and easily. This can increase efficiency in providing customer service, handling complaints, and also managing product delivery.
CAN IMPROVE DATA SECURITY SYSTEMS
Through a protected and secure customer data management system, businesses can ensure that customer information is kept confidential and is not misused by irresponsible parties.
So we can conclude that this CRM system has a very important function for businesses when managing relationships with customers and can increase their business efficiency.
PURPOSE OF CUSTOMER RECORD MANAGEMENT
The purpose of Customer Record Management is to carry out risk management, organizational governance, and broader organizational adjustments, especially those related to the company’s organizational management system can also reduce risks that can occur.
Because for large companies, it is certainly impossible to keep track of various customer information by using the help of a simple spreadsheet. In addition, they need proper record-keeping and strategies to keep everything organized and available to those concerned.
In addition, it is simply through storing and managing data in an organized manner, so that you can access customer information easily for auditing purposes and the business itself.
HOW CUSTOMER RECORD MANAGEMENT WORKS
Customer Record Management is a system for manipulating and managing a company’s customer data. CRM works by collecting data from many sources, including telephone, email, online forms, and social media, then organizing and storing the data in a database.
If you have collected customer data, then CRM can help companies analyze the data so they can understand consumer behavior and their needs. So companies can make better decisions while personalizing services to customers.
CRM can also help companies develop more effective marketing strategies through customer purchasing history, customer interests, and preferences. In addition, CRM can help companies improve the quality of customer service by displaying more accurate and complete information about customers.
To carry out all the functions mentioned above, CRM usually utilizes the various features below:
- Collecting customer data from various references or sources.
- Storing customer data in a database.
- Analyze customer data to understand customer needs and behavior.
- Developing more effective marketing strategies.
- Providing complete and accurate information about customers to improve the quality of customer service.
To carry out its functions, a CRM system can be implemented by many companies, including technology companies, retail companies, and financial companies. Apart from that, this platform can also help companies identify new business opportunities and can increase staff or employee productivity.
INFORMATION THAT NEEDS TO BE IN CUSTOMER RECORD MANAGEMENT
Below are 3 data or information that you must store or record, including:
BASIC INFORMATION
In is the simplest and most basic information related to customers. This information contains their name, postal address, surname, email, contact number, company where they work, and their most preferred payment method.
ADVANCED INFORMATION
Not only basic information, but you also have to add other relevant information that you can find about customers. This can help provide more personalized service for specific clients.
SALES DATA
The most important part of customer data is that it must have a history of commercial relationships with customers, according to the data the company expects, the differences between the two and the sales you have made. Apart from that, you can also record this history on an annual or monthly basis according to business needs.
CONCLUSION
Many businesses have used this CRM system to manage more complex customer information. Because customer information is very important in understanding customers, it will facilitate the company’s decision-making process or be able to develop business strategies efficiently and effectively.