<img height="1" width="1" src="https://www.facebook.com/tr?id=241894266379435&amp;ev=PageView &amp;noscript=1">

CRM - a major component in customer retention business strategy

In the world of business, the main focus is always on customer satisfaction. Because of this, businesses need to have an operative plan for keeping the ‘customer’ satisfied and happy with the product and service before, during, and after the sale. Therefore let’s define what customer retention or relations management, (CRM), is and how Customer Retention programs can aid in the processes surrounding the daily lives of the customer service and sales departments.


Customer retention has many definitions because of the varying views. However, the most common of them, which carries the most weight, is that CRM is an technology-enabled business strategy. It is through this strategy the organization focuses on satisfaction, through the fostered customer issue/resolution behaviors and the practice of focused customer processes. This means that the outcomes become optimized in profitability revenue, and the satisfaction of the customer.


Furthermore, the company has to have the philosophy and alignment for focused customer intimacy. When this happens, the mission of the business gives it the purpose aimed at long-term relationships with their customer base. Stating this, and how information technologies affect this, is with the customers information within a database the sales team  can access it to find better solutions to fit the needs of the customer, and generate leads from the information about similar customers already working within the framework of the company.


Moreover, this presents an organized picture of what the needs of the customers are and provides a management tool for tracking a sale throughout the stages of lead generation to closing the sale. Because of the importance of customer centricity, the success with CRM software allows the following:


  • An automated sales process
  • The forecasting and monitoring of sale activity
  • Increased response time to customer queries knowledgeably
  • Lead generation and the leveraging of greater opportunities
  • Creation of targeted marketing focused on the proprietary customers



On the side of customer service, we find that the CRM programs allow the CSR to manage and resolve customer issues and queries in an increased capacity through the integration with an ERP system. With this structure, we get a real time delivery of the customer’s information from the back and front office systems presented to the CSR the moment they need to view it.


In the case of a business having a small stature the aim of utilizing a relationship management system for their customers will benefit both their sales and customer service departments because it presents the customer information in an organized manner which facilitates increased profitability’s and long-term retention that turns into a lasting relationship  with your customers.


If you have questions on what types of programs to use or if you wish to implement this type of strategy into your business, please contact us and we will be glad to act as you guide to building stronger customer relations that result in their satisfaction and retention.

Topics:   Target Market Appreciating Asset Make your business work smarter Business Relationship Development

The 5 W’s of Customer Relationships, Part 2: Where and When

Accelerate business relationship development - Where and When Business success requires high quality customer relationships. We believe in this truth so strongly that we’ve focused our services ...
Picture of Dick Wooden Dick Wooden 7 Min Read

14 CRM Best Practices - Start NOW!

Which best practice techniques would turbo charge your CRM initiative? Constant evolution of your CRM platform is important, but waiting until New Year's day 2014 is not a recognized best practice.  ...
Picture of Dick Wooden Dick Wooden 7 Min Read

10 Bright Ideas for Greater Business Success with CRM - part one

A CRM system will fail or succeed for several reasons. When it does fail it's often because several requirements were not considered. It takes a customer-centric vision across all departments and ...
Picture of Dick Wooden Dick Wooden 7 Min Read