Teacher : Do you know what is CRM ?
Student : Yes, I know teacher. CRM is Customer Relationship Management.
Teacher : Yup, you are right. But that is an abbreviation of CRM. What is the short explanation about that?
Student : Ok teacher, let me think… hmmm..
Teacher : Be my guest..
Student : CRM is set of system to enrich relationship among company, prospective customer, and customer.
Teacher : Anything else ?
Student : Yes, the fundamental purpose of CRM is to get customer insight such as making prediction about customer’s need and responding their request.
Teacher : wow, awesome.
Student : Thank you teacher.
Teacher : Let me explain you more about this. So, the main objective of CRM implementation in a company is to obtain new customer, maintain current customer, make them to be a loyal customer with less cost marketing expenses and better service quality.
Student : Now, I have better understanding about this.
Teacher : Ok.. Good.. Is there any question?
Student : Can start-up or small business implement the CRM system? As far as I know, the CRM tools for example the CRM software which is developed by Microsoft or Oracle is expensive.
Teacher : Good question. It is true, that implementation need the use of technology for management, automation, and reporting. Further explanation from me, precisely start-up or small business has strong demand to gain new customer. For start-up, new customer is like blood for body. It is needed in order to make company keep alive.
Student : Hmmm.. I see..
Teacher : It is more easy if activities for gaining new customer is supported by tools. For example: as a startup company, you perform email marketing. First, you develop copywriting. Second, you build email address list. Third, you broadcast the content.
Student : Then what?
Teacher : If you have no tools, you cannot measure and analyze your achievement. Let me tell you, there is tool to check whether your email is read by receiver or not. This tool can track this activities and give report such as how many people who read your message, how many people who respond your email, how many people decide to buy your product, etc.
Student : awesome benefits..
Teacher: Furthermore, this tool can perform some CRM function like encourage the company to communicate easily with customer, complaint handling, and more. And you know what ?
Student : Yes, there must be another features.
Teacher : Correct.. The most important thing is there are free tools or free with limited features. So you can try and empower this tools to implement your CRM. The conclusion is even though you are startup company and has limited budget now, you can also implement CRM and use the CRM software.
Student : Thank you for your explanation teacher.
Teacher : You're welcome.
Notes:
Picture is taken from Microsoft clip art with some modification.
