Customer relationship management (CRM) is the combination of practices, strategies and technologies that companies use to manage and analyze customer interactions and data throughout the customer lifecycle.

The goal is to improve customer service relationships and assist in customer retention and drive sales growth.

CRM systems compile customer data across different channels, or points of contact, between the customer and the company, which could include the company’s website, telephone, live chat, direct mail, marketing materials and social networks.

CRM systems can also give customer-facing staff members detailed information on customers’ personal information, purchase history, buying preferences and concerns.
Why CRM benefits businesses.

The use of CRM systems can benefit organizations ranging from small businesses to large corporations, through:

– Having customer information such as past purchases and interaction history easily accessible can help customer support representatives provide better and faster customer service.
– Collection of and access to customer data can help businesses identify trends and insights about their customers through reporting and visualization features.
– Automation of menial, but necessary, sales funnel and customer support tasks.

Key takeaways
– What is the difference between CRM and ERP?
– How can I leverage CRM to grow my business?
– What are the top recommended CRM for business today?
– What are the obstacles of running a CRM?
– What are the types of CRM available in the market?

Agenda
Introduction to Sidec
Speaker 1 – Sharon Goh from JOCOM
Speaker 2 – Ooi Zhi Wei from Matrix Code
Speaker 3 – Lee Wei Hong from 91 APP