Group 1- Customer Relationship Management by Maryam Ahmad https://padlet.com/maryam_20000052/5di2p35qusbw45g7 What did you understand about the importance of CRM in a business? en-us 2022-02-15 16:37:10 UTC 2025-10-21 16:13:17 UTC hello@padlet.com maryahmad007 https://padlet.com/maryam_20000052/5di2p35qusbw45g7/wish/2049045967 1. Group Names and IDs
  • Muhammad Afiq Bin Nasrudin 20001460
  • Mary Loi 20001567
  • I'man Azeem 20001589
  • Farah Sofea 19001412
  • Yazmin Sunny 19001546

2. What is CRM? - Definition, example
  • Definition: All ideas, practices, standards, strategies, techniques, tools, and technologies utilized by businesses to develop, retain, and acquire customers. CRM includes direct interactions, sales, services contracted, needs, and sales forecasting plus customer behavior and trend analysis.
  • Examples:
    • HubSpot CRM:  A type of inbound CRM that promotes a specific sales or marketing approach around which their product is designed. 
    • Salesforce CRM: A type of general CRM providing standard features for contacts and deals.  Also a part of Sales Cloud that includes  AI-powered sales tools, integrated sales workflow management, custom app development for sales, CPQ tools, and data integration with other systems like support, marketing, and e-commerce.
    • Freshworks CRM: An fully integrated/advanced CRM platform that integrates sales, marketing, and CRM activities into one system where marketing teams can gain insights into personalizing the customer journey to address pain points, while sales teams get immediate access to sales-ready prospects to close these deals.
    • Netsuite CRM: an operational CRM solution that can bring a comprehensive view of the entire business process and automate it.

3. Why CRM is important in a business?
CRM plays a crucial role in businesses because it communicates findings and interactions between the sellers and customers. CRM also creates and maintains a bond with customers systematically where each customer are customized with their own shopping behavior, preferences, and predictive decisions. Moreover, CRM allows businesses to conduct analysis on products by capturing feedback and satisfaction data in order to provide improvements to their service.

4. Types.
There are 4 types of CRM which are:
  • Analytical CRM systems
  • Operational CRM system
  • Collaborative CRM systems
  • Strategic CRM systems

5. Benefits/Usefulness of CRM in a company
-  Centralized database of information
Having a centralized database containing all customer information allows easy access for employees within an organization to retrieve accurate and up-to-date data. Fast retrieval of data would enhance the efficiency and productivity of the employees which allows them to provide better customer service.
- Detailed Analytics
The utilization of CRM software enables better data analytics on the customer database as employees are able to gain useful insights from all the data gathered. Besides analysis reports, employees are able to predict market trends which helps with the planning and strategizing of marketing campaigns.

- Increase in productivity and efficiency
Automation technology is typically used within the CRM software to expedite menial tasks such as drip campaigns which are also known as automated marketing. This drip campaign is essentially a series of auto generated emails that are sent based on a set of schedule or user action. Thus this helps free up employees time to focus on work that could only be handled by humans while also ensuring that tasks are correctly done such as all important emails are sent to the right people at the exact time programmed too.

- Better customer service
CRM's main benefit is that it improves the business-customer relationship. This can be seen where CRM are able to manage all of the company's contacts and gather vital customer information such as demographics, history of purchase and customer interests. This information is then made accessible for employees in the company thus allowing for the company to truly understand its customers based on the information gathered by the CRM software.


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