Steps to Creating a CRM Strategy for Your Business
                     Common Features of CRM Software Include
CRM  software consolidates c ustomer information and documents into a single CRM 
database so business users can more easily access and manage it.
Marketing Automation
CRM tools with marketing automation capabilities can automate repetitive tasks to 
enhance marketing efforts to customers at different points in the lifecycle. For example, 
as sales prospects come into the system, the system might automatically send them 
mar keting materials, typically  via email or social media, with the goal of turning a sales 
lead into a full-fledged customer.
Sales Force Automation
Also known as sales force management, sales force automation is meant to prevent 
dup licate efforts between a sal esperson and a customer. A CRM system can help achieve 
this by automatically tracking all contact and follow-ups between both sides.
Contact Center Automation
Designed to reduce tedious aspects of a contact center agent’s job, contact center 
auto mation might include pre -recorded audio that assists in customer problem-solving 
and information dissemination. Various
Geolocation Technology, or Location Based 
Services
Some CRM systems include technology that can create geographic 
marketing campaigns based on customers’ physical locations, sometimes 
integrating with popular location-based GPS apps. Geolocation technology 
can  also be used as a net working or contact management tool in order to 
find sales prospects based on location.
The CRM Technology Market
Traditionally, data intake practices for CRM systems have been the 
responsibility of sales and marketing departments as well as contact center 
agents. Sales and marketing teams procure leads and update the system 
with information throughout the customer lifecycle and contact centers 
gather data and revise customer history records through service call and 
technical support interactions. The advent of social media and the 
proliferation of mobile devices has caused CRM providers to upgrade their 
offerings to include new features that cater to customers who use these 
technologies. Social CRM refers to businesses engaging customers directly 
through social media platforms such as Facebook, Twitter and LinkedIn. 
Social media presents an open forum for customers to share experiences 
with a brand, whether they’re airing grievances or promoting products.
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