Technology serves as the partner of CRM in order to cater the needs of the customers. It makes their relationship meaningful in a way that the company understands what the customers need. … It gathers information from the customers through the use of internet that makes communication faster.
Customer Relationship Management (CRM) is only about 20 years old. Before computers and advanced software became a fundamental part of most businesses, CRM was an unheard-of concept. So ingrained is the role of information technology (IT) in CRM that it would be hard to imagine it without today’s software, hardware and the databases that populate these systems with relevant and timely information.
The role of IT in CRM, as well as its limitations, is more easily understood if you look at its evolution — from paper to chatbots — over the past 20 to 30 years
CRM cannot survive without technology. Technology serves as the partner of CRM in order to cater the needs of the customers. It makes their relationship meaningful in a way that the company understands what the customers need. They become aware if the customers are satisfied enough on their products and services if not, it would be easy for them to look for strategies to make them satisfied.
Databases serve as the soul of CRM. It would not become functional without the use of technology. Databases help collect data and make it organized before using it to serve its purpose. It gathers information from the customers through the use of internet that makes communication faster.
Online services for the customers. Since there is no impossible when it comes to technology, the relationship between the company and the customers would become stronger through the use of media technology such as the social media. Even though they are far from each other, negotiating is not that hard to achieve.
Services are always available. Due to the rise of different gadgets, it is now easy for the customers to have an access to the companies that will suit their needs. Cellphones and laptops are just few of the many gadgets that can be used as long as it has an application that the companies are using.
Low-cost CRM. The evolution of technology makes it for the CRM to cost reasonably. Companies can afford to have this because they would not spend lots of money just to cater the needs of the customers. As the technology evolves, the CRM will also evolve to adapt the continuous demands of the customers.
The rise of technology paved way to the great positive effects in terms of establishing a business. It is now easy for the companies to make their customers access directly what they offer to them and CRM is a strategy to keep customers and it can also add appeal to make to increase the number of customers to make the business survive the competition. The integration of technology in CRM can make it more effective and function the way it is. CRM works better when the sheer power of technology is fully integrated.