CRM ( Customer Relations Management ) Customer Relationship Management

It is a method in which a company's customer information is stored and analyzed in a database. In the light of information such as spending trends, product and service needs, and personal preferences of customers, how to ensure customer retention can be planned.

Benefits of using a CRM program:

• Establishing a loyal emotional bond with customers
• Increase in cross-selling
• High level of customer satisfaction
• Reduction in customer problems
• Getting new customers is harder. Retaining existing customers is less costly. In this way, the company's costs are also reduced.
• Easier determination of customers' expectations from the institution
• When customer loyalty is ensured; Relationships that last for many years are easily established. A good CRM is extremely important for the continuity of this relationship. You will prevent our customers from choosing other brands and turning to competing businesses.

CRM applications are divided into 4 groups

1. Sales force automation: It covers the management tools of the sales process.
2. Customer support service: It covers the infrastructure that will solve the potential problems of existing customers.
3. Marketing automation: It covers the automation of all marketing processes.
4. Decision support systems: It covers the examination in line with the information of the customers.

If CRM programs are made successfully; customer loyalty increases, business profitability begins to rise.

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