Advantages and Disadvantages of CRM | What is CRM (Customer Relationship Management)? Types, Pros and Cons

Advantages and disadvantages of CRM: In today’s world where everything is technology-based the same way management has now changed its customer relationship and how to deal with them through a technology named customer relationship management. In simple words, managing relationships with customers and potential customers are known as customer relationship management or CRM. Let us look deeply at the meaning of Customer relationship management.

Customer Relationship Management is a course in dealing with the connection between business and clients. It is a procedure utilized by organizations to make better and long-haul associations with clients. CRM is one of the significant procedures utilized these days to expand the client base. It helps in getting all the necessary data about target clients without any problem.

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What is CRM? Advantages and Disadvantages of CRM 2022

Technology to manage relationships and interactions with all the company’s customers or potential customers is known to be CRM or customer relationship management. CRM helps to stay related or connected with the customer so that future scope or prospects increase and profit of the business. Therefore the simple goal of the CRM is to manage corporations’ relationships with their customers.

A CRM helps an organization to focus on their organization’s relationship with individuals, service users, suppliers, or colleagues for its whole lifetime for expanding the business and furnishing services, etc.

The data gathered helps in figuring out the client’s way of behaving. Subsequent to understanding clients’ way of behaving, they are dealt with appropriately. CRM empowers an association in offering better support and fulfillment to their clients. Business is fruitful on the off chance that it can fulfill its clients appropriately. For utilizing customer relationships the executive’s procedures, organizations utilize a few CRM programming. This product gathers generally required information from various clients. The data gathered is coordinated and put away in a solitary CRM data set. These data sets are then utilized by the organizations for taking data.

Types of CRM

There are mainly three types of CRM. They are:

  • Analytical: It is a subset of CRM in which data is collected from the customer about their satisfaction, interaction, and retention of the product. But in this whole process, the customer is unaware of the fact that his provided data is analyzed and captured.
  • Collaborative: Collaborative CRM is an approach in which the data related to customer satisfaction is integrated and synchronized to strengthen customer satisfaction and maximize the profit of the organization.
  • Operational: Various call centers and contact centers are established to provide support services to the customers. In this way, this operational CRM is the service to take good care of customers.

Advantages of CRM

Listed are a few Advantages of CRM.

  • Provide customer services: Customer relationship management is a helpful technology that provides services to customers through call centers, or contact centers. It helps the organization collect data on customer satisfaction and enhances the productivity of the organization.
  • Customers are retained: With a fully satisfied customer, an organization can retain its customer and can progress and maximize its profit. A happy customer is a key to the success of the organization. No business could run for longer if the customers are dissatisfied.
  • Revenue is increased: With the increased satisfaction of the customer revenue of the organization will increase and thus will help make a profit. Revenue is considered a great asset for the business. Only earning profit without satisfying customers would not make the organization progress.
  • Campaigning in the market: One of the best uses of Customer relationship management is it not only helps bonding with the customer but also helps in campaigning in the market about the product of the organization. It helps in building a brand and customers get easily attracted to the brand.
  • Communication: Since a business or any organization can only run through the customer’s demand and sales thus communication plays a major role in the process of selling. Customer relationship management or CRM helps in communication and maintaining good relationships with the customer.
  • Increased efficiency of work: Since data is collected effectively and all the information regarding customers is fulfilled thus it becomes efficient to work on the progress of the company for the future and increase their output for the business.
  • Data awareness: The overall highlight of the CRM is that it helps in creating a database of customer satisfaction and increasing loyalty of the customer towards the product of the organization and also potential buyers of the products are also recognizable.
  • Better customer knowledge: Since data are collected to know whether the customer is satisfied or not or who can be the potential customer. Therefore knowledge about customers is increased. Also how to satisfy the needy customer and what their present demand is can be recognizable through CRM.

Disadvantages of CRM

Listed are a few disadvantages of CRM.

  • Training is required: For a CRM system a well-trained staff is required and for the training of these staff organizations have to spend a high cost on the training of the CRM staff members. They have to learn and acquire knowledge related to CRM systems. Both efforts in terms of money and in terms of time are required to acquire knowledge of CRM.
  • High cost: As we have already seen that training requires a high cost as well as the whole system of CRM an expensive cost. Setting and implementation of CRM system costs are high. Also, the cost of software is very high.
  • Issue related to the protection: Since all the data is located in the centralized system location thus the chances that the data may get lost are high and security related to software and data is one of the disadvantages of CRM.
  • Access by the third party: Since data is not secured in CRM the third party can access the data anytime. There are chances that data may get hacked and employees may also adulterate the data which may provide inaccurate information to the management.
  • The human element is eliminated: Since CRM is a system of fully automated software thus the involvement of humans is the least. As human involvement is the least it lacks the personal touch of humans and therefore can reduce sales and revenue.
  • Time-consuming process: Training in CRM is a time-consuming process as well as if used incorrectly there will be waste of time thus, the employee need to get enough knowledge and experience to run the system of CRM.

Advantages and Disadvantages of CRM

Comparison Table for Advantages and Disadvantages of CRM

Below is the chart that shows the advantages and disadvantages of CRM

Advantages of CRMDisadvantages of CRM
Provide customer servicesTraining is required
Customers are retainedHigh cost
Revenue is increaseIssue related to the protection
CommunicationAccess by the third party
Increased efficiency of work.The human element is eliminated
Data awarenessTime-consuming process
Better customer knowledge

FAQs on Pros and Cons of CRM

Question 1.
What is the failure of CRM?

The major failure of CRM is that employees may resist the new system which may lead to system failure.

Question 2.
What is CRM?

CRM stands for Customer Relationship management. CRM is a system in which management manages the relationship with its customers and potential customers.

Question 3.
What are the four components of CRM?

The main four components of CRM are:

  • Technology
  • Process
  • People
  • Strategy

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