CRM process involves the activities and strategies that companies use to manage their interaction with current and potential customers. The keyword here is “relationship.” Nurture that with existing customers and they’ll be coming back, which means you achieve customer retention and loyalty.

Why is CRM important?

As anyone who is into business knows, customer is king. You would want them to get the best experience when buying your products or availing of your services. But you can only do that if you have enough relevant information about them – their tastes, their needs and wants, their purchasing predilection and partiality. Giving optimal customer experience is not without cost. This is why it is important you put in place an efficient system or process that will provide a positive experience to customers and which will result in business growth and profitability.