Customer Relationship Management and CRM Defined

What is CRM?

CRM stands for Customer Relationship Management.

Customer or Client

A person you have dealings with on a professional basis. A customer can be someone you sell to, or could equally be someone you buy from.


A relationship is defined as how you interact with someone, your view of them, their view of you and how this affects the way you deal with each other.


Being in control of your customer relationships, defining them, steering them in the direction you decide.

Will managing my customer relationships improve my profitability?

This is always one of the first questions. Will CRM make me more profitable. The answer is a resounding YES. How? Here a just of few of the ways in which CRM will make you more profitable.

Repeat Business

It is very much cheaper to achieve repeat business compared with achieving new business. By improving your relationship with customers, CRM will help you achieve many more repeat sales.

Targeted Marketing

The scatter-gun marketing approach is costly and inefficient. Targeted marketing is cheaper and can achieve far greater results. CRM helps you gather and interrogate information in a way that has only been available to large organisations until now.

Improved Reputation

By managing you customer relationships and looking after you customers, you will achieve a marked improvement in reputation. This in turn can lead to referrals and new business.

Save Time

CRM will save you time in many ways. Having all required information to hand at any time keeps you informed and organised. Contacting customers either individually or as a group becomes very quick and easy. Retrieve important information when away from the office, even when it is closed. Find out what you want to know quickly and efficiently.