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What is a CRM?

A CRM is a program that helps you manage your relations with your client. CRM stands for Client Relationship Management. So a CRM is helping you know your clients better. Knowing your clients helps you answer better to their needs in a more professional and persuasive mode.

A CRM usually stores data like: Clients Name, Surname, Birthday, Company, Home Address, Telephone and Fax Numbers, E-mail addresses, Orders, Client Value and other (RELEVANT) data.

This data can be defined in the majority of CRMs. You can add new ones or exclude some of them. Basically, this is what a CRM does: a database full of important data about your client.

For example, knowing a client’s birthday, you could send him/her some good wishes (a birthday card). A client that knows you care about him will become a loyal and a repetitive client (and this is your purpose).

Also, knowing how much the client ordered may help you on the next order (some discounts, some favorite merchandise).

The CRM software also keeps track of the date of orders, quantity, value and also, they can be integrated with ERP (enterprise resources planning) software.

In this days, CRM software can do pretty much stuff (has a lot of functions), but always it’s place for more. For example some CRMs are capable of recording the calls you have with your client automatically, using Skype – isn’t it great? All your calls, all your notes will be stored in one database. So next time you would like to call a client to set a meeting you will have all your necessary data to prepare. But, are you able to prepare? Could CRM give you more than historical data? It will remain to see that. I will make some tests and tutorials the next days in order to see how good can we get.

There are a lot of CRM software on the market, which is the best for you, a commercial one or an open source CRM? It depends. Both will cost you money: implementation, training, administration, evolution (development) and so on. In my opinion the best option is always an open source solution. Why? Not because is free, because open source is not about the cost, is about the access to the source code. Having access to the source code of CRM software, it will help you make the necessary changes in the future.

Short Resume: CRM means client relationship management. This is a piece of software that will store for you information about your clients and your activities with them. This information will help you develop better relations with your clients making them loyal to your firm and business.

Tags: crm, client, management, definition