Centralized management of information from lead acquisition to winning and losing a sale helps to increase the efficiency and accuracy of sales.
For information about MA, please see the following articles by tool:
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What is CRM?
CRM is an abbreviation for Customer Relationship Management. It is generally a term that refers to systems and tools for managing customers. In
CRM, not only customer information but also approach history, product purchase history, complaints and requests are stored in a database and shared. CRM is not managed by a specific department such as marketing or sales like SFA or MA, but is generally used throughout the company, including the customer support department. It is a tool aimed at maximizing LTV by providing appropriate follow-up to customers.
[Relationship between SFA and CRM]
Many people think that SFA and CRM are the same thing because they have similar functions. However, SFA is mainly focused on ease of use for sales representatives. CRM is focused on maintaining and improving relationships with existing customers. There is a difference in the roles of the two.
In terms of the marketing process, SFA is responsible for sales activities and the order phase, while CRM is positioned to maintain and improve relationships with customers who have placed orders through SFA to increase repeat customers.
CRM has the following functions.
[Representative functions of CRM]