CRM stands for customer relationship management, and it’s all about managing and keeping track of interactions with potential and current customers, with the intention of increasing profitability. CRMs can collect and store data that is used to help understand customers. Through doing our Max labs in Salesforce in this class, I believe we got a really good hands-on understanding of how important CRM actually is in the real world. While the labs weren’t real situations, they easily could have been. During the labs, we learned the importance of keeping track of the names, contact information, potential investment information, and much more of future and current customers. You can also use these systems to keep track of personal preferences, customer service issues, purchase habits, and browsing habits. There’s also an area to put notes on the customer, which can help you remember and distinguish between who is who. Therefore, CRMs are essential to businesses, especially those that are just starting up. It is a way to stay organized and on top of getting to know your different customers. Departments such as sales, marketing, human resources, and accounting can all benefit from utilizing CRMs. Personally, I am glad I learned how to use Salesforce in this class, as that is something that will be beneficial to know when entering the workforce.
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Hey kayla, I think you did a great job explaining the definition of what a CRM is and how it bridges the relationship between the business and the customers. Your example of the labs we did earlier in the semester is a great use of something the class can all relate to because of our experience using it together, and the CRM we used also showed us just how important and easy it can be to collect a bunch of data on customers and clients and how to do it in a efficient way.