CRM stands for Customer Relationship Management, also referred to as Client Relationship Management. The Oxford English dictionary definintion of CRM is “Customer relationship management, denoting strategies and software that enable a company to optimize its customer relations.” CRM Systems are often employed to assist in the management of customer relations.
Every day, your employees have conversations with customers and prospects about your company and products. Customer relationship management (CRM) is your set of business processes and underlying applications that helps manage all your customer information, activities, and conversations. With CRM, your sales, marketing, and customer service teams can understand every customer and deliver the right message or answer and help make better decisions for your business.
CRM in the Cloud
More and more businesses are using CRM systems in the cloud. Rather than purchasing expensive server hardware and software in addition to maintenance expense, companies are using Web-based (“cloud” or “SaaS”) applications to run their CRM. The benefits of this model are typically a higher return on investment. Salesforce.com is a leader in cloud computing, offering a complete set of CRM cloud applications, a cloud platform, and a cloud infrastructure – try salesforce free for 30 days.
The Cloud Platform
CRM cloud apps need to be easy to use for sales, marketing, and service professionals in any industry. That’s why smart companies rely on a CRM platform that gives them complete freedom to customize CRM for their business. It’s the best way to boost adoption and make sure your CRM apps are working the way you do.
CRM Cloud Infrastructure
Successful CRM customers rely on a proven, trusted infrastructure—the servers and software in a data center—for running their CRM applications. For CRM to work effectively, it must have three characteristics:
- High reliability – uptime that exceeds 99.9%
- High performance – data access in less than 300 ms
- High security – industry certifications such as ISO27001 and SAS 70 Type II
An effective CRM infrastructure is based on multitenancy: multiple customers sharing common technology and all running on the latest release, much like Amazon.com or Google. With multitenancy, you don’t have to worry about application or infrastructure upgrades—they happen automatically. In fact, multitenancy lets companies focus on managing CRM, not managing technology.