ARE CRM SYSTEMS NECESSARY?
Nancy Moraa Onchiri MBA, Bcom, BSAFE
Co-founder & Ceo | Author & Poet | Customer experience Laureate| Risk & Compliance| Strategic Communications | Budget Planning and Control | Revenue collection and allocation
As I sauntered into his office, bearing the fruits of my hard work, my freshly printed book ‘Serenades of customer Loyalty’ his joy was palpable. He practically did a happy jig, welcoming me with a mug of steaming coffee. I couldn't help but tease him knowing he's a tea enthusiast, "You know, I've got a knack for plucking coffee beans too. "With a twinkle in my eye, I added, "Back in the day, if I weren't tied up with schooling, the top item on my man checklist would've been a coffee-farming master with vast plantations!" We chuckled, sipping our mismatched beverages.
As the conversation swirled around Customer Relationship Management, I couldn't resist steering it toward the topic of CRM systems. I prodded, "Hey, do you guys have a CRM system in place? How do you juggle these customer relationships? "He retorted mischievously as if he had no idea what I meant exactly. Being a teacher that I was born to be I spared a few minutes to shade some light on CRM System and why an organization needs it.
CRM is a comprehensive strategy and set of technologies used by organizations to manage and analyze interactions with current and potential customers. It's designed to improve relationships, streamline processes, and drive growth by understanding customer needs and behaviors.
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Why do you think we need CRM Systems ?
What are the traditional methods of Customer Relationship Management?
To be continued …………….
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customer service specialist/investment consultant at old mutual investments group
1 年With CRM you get good traction of customer's voice. Its easy for an organisation to document and consider improvements based on the feedback. So yes it's very necessary!
REAL ESTATE, LISTING AGENT(Real Estate),Healthcare Professional.
1 年Having a CRM in place you get to save time and it's easy to update various information instantly more so when glued to a series of clients.
?? Aspiring Customer Experience Analyst | Passionate About Customer Insights & Engagement | Elevating African Literature
1 年A great read that will surely provide great insights. I am actually exploring the different CRM solutions available. The old system basically includes having your list of client/potential clients list on an Excel sheet and updating the list from time to time. It's quite a tedious and time-consuming process. Having a CRM system simplifies the process and provides seamless communication within the organization and with clients.