What is CRM and how it can benefit you?

by Ammar Quettawala

Customer Relationship Management (CRM) is a system to manage customer data and relationships with customers, suppliers, distributors, employees, and others. The main purpose of using a CRM solution is to improve relationships and increase the productivity of your Marketing, Sales, and Service teams.

A business values its relationships and interactions with its customers - past, present and future. For a business to succeed, its customers should have trust in them to be able to complete jobs efficiently. The Customer Relationship Management tool allows a business to understand customers’ needs and the best way to help them. CRM systems enhance a business’s ability to improve customer relationships and sales productivity by allowing access to tools that help provide the best possible customer service. By using this, not only can the team gives the best possible solutions and interactions, but they are also able to offer a personalised experience to every customer. CRM means having a centralised and automated system to be able to track customer interactions and improve business needs and opportunities.

The average return on investment for CRM is $8.71 for every dollar spent. (source: Nucleus Research)

What does a CRM system offer?

A CRM solution offers an approach to organising customer information, improve profitability and streamline processes. It is a system that provides features to maintain company’s data that deals with customers and accessible to anyone in the team with the right access. In the long run, this system helps lower response time and increase collaboration, productivity, and profitability.

According to a Salesforce report, successful CRM implementation can boost sales by 29% and increase sales productivity by 34%.

A good CRM system will allow you to:

  • Identify and categorise leads

  • Offer products and services that your customers want

  • Close deals faster

  • Streamline sales process for the team

  • Enhance cross-selling and up-selling opportunities

  • Develop better products and services with customer feedback

  • Provide better customer support and experience

  • Improve your bottom line by reducing costs and increase sales

Using CRM, businesses can access anything relating to a customer’s information from wherever and whenever they need to. By using this tool, a company can help a customer with more advanced features in a more efficient way. It is the best solution to manage customer interactions and analyse data at the fingertips.

In a fast changing business landscape, CRM gives growth-oriented businesses a significant competitive edge.

Are you ready to get started on CRM implementation and enhance customer's experience? Contact us to find out how we can help.

About the author:
Ammar Quettawala is a strong advocate of automation and passionate about helping businesses to create a superior customer experience. He runs a consulting company, QTECX Solutions, that provides implementation and integration services for CRM, Enterprise Application Integration, and Business Process Automation. He has travelled globally and worked with industry leaders in North America, Europe, Africa, Middle East, Far East, and Asia Pacific. He also has lived in three countries.

Ammar loves to speak in business forums and conferences. He mentors business owners as well as final-year university students to help them express their uniqueness and stand out as professional individuals. His life mantra is simple: "Be good, do good". Find out more about Ammar on