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What is CRM in Digital Marketing?

Learn all about digital marketing, we have built this glossary to help you understand everything to thrive in online marketing and promoting your website or business.

What is CRM?
CRM, short for Customer Relationship Management, is a strategy that businesses use to manage interactions with their current and potential customers. Traditionally, CRM was used to manage business to customer relationships, but in current times, it is also used for Business to Business (B2B) interactions. Furthermore, CRM isn't just about handling customer information; it's a comprehensive solution that allows organizations to gain actionable insights, streamline processes, and improve profitability.
CRM software is a pivotal tool that organizes, automates, and synchronizes business processes–principally sales, but also marketing, customer service, and technical support. By compiling every bit of information regarding customers and prospects into one location, it lets you keep track of customer interactions and manage accounts more effectively.
A good CRM system will all-inclusive and easy-to-use from the very start. From tracking leads to managing customer loyalty, it provides a single platform for all customer touchpoints, providing a 360-degree view of customers to drive more meaningful interactions and strategize effective marketing efforts.
CRM's role in digital marketing
In digital marketing, the term CRM is more than just customer service; it's a strategy to understand customer choices and behaviors, enhancing customer relations and managing marketing campaigns more efficiently. CRM tools can track customer interactions and analyse the data to provide valuable insights, allowing businesses to shape their strategy, optimize marketing, and increase sales.
Given the multi-channel nature of digital marketing, CRM software plays a critical role in tracking and managing communications through various platforms, whether it's social media, email, or a company's own website. With CRM, businesses can streamline their marketing operations, automate repetitive tasks, and provide a unified, consistent customer experience across all channels.
Moreover, CRM aids businesses in segmenting their customers into precise categories. This facilitates targeted marketing strategies that are more likely to convert leads into clients. By promoting communication, enhancing customer service, and producing detailed reports, CRM inevitably optimizes business efficiency and revenue generation.
CRM examples
Some of the most common examples of CRM software include Salesforce, Hubspot, and Zoho. Salesforce offers a robust suite of features for tracking, analyzing, and maintaining customer relationships. It's a platform that brings together marketing, sales, service, commerce and IT departments, making it easier for them to collaborate.
Hubspot, on the other hand, is known for being user-friendly and particularly beneficial for small to mid-sized businesses. It offers sales, service, and marketing hubs, with a free CRM at its core, helping companies stay organized in their customer data management.
Zoho CRM automation is designed to attract, retain, and satisfy customers to grow your business. From lead generation to scoring, and even sales forecasting, this platform streamlines your customer lifecycle management processes, enabling you to make data-driven decisions.