Customer relationship management (CRM) refers to technology solutions and organizational strategies used to manage and analyze an enterprise’s interactions with past, current, and potential customers.

How CRM Relates to Managed IT:

– Requires specialized software, data integration and automation tools to track all customer activity.
– Facilitates workflow around sales inquiries, service issues, or other touchpoints across channels.
– Centralizes essential insights on clients to nurture relationships over the customer lifecycle.
– Managed IT providers implement and customize leading CRM platforms.

Example:

A manufacturing company captures client purchase history, technical cases, assets data and other details within a CRM to enhance support and new sales.

Key Takeaways:

– Platform for monitoring customer data from acquisition and onboarding to longer term care.
– Empowers sales, service and marketing efforts with unified relationship sightlines.
– Helps healthcare providers and financial advisors track client histories and service.
– MSPs integrate Salesforce, Microsoft Dynamics or similar into client stacks.