Business Value of Software Applications

Customer relationship management

Week 2

Justin Williams

University of Phoenix

10/31/2016

Business Value of Software Applications

In today’s work environment Customer relationship management, CRM software is a category of software that covers a broad set of applications and software designed to help businesses manage customer data and customer interaction, access business information, automate sales, marketing and customer support and manage employee, vendor and partner relationships (Beal, 2016). Customer relationship management software is mostly used in large corporations, but it can also be formatted to work with any other business without any limits factoring the size of that business.

The Purpose for CRM

Customer relationship management (CRM) is the software that combines information from multiple application and stores them in a database. This database is used by corporations to help keep track of consumer information, in return this process is put into place to make it easier to have access to any valuable information. Some of the other functions of this software include recording different customer issues via phone calls, social media automating all types of workflow processes such as calendars and notifications. This also gives managers the ability to track performance and productivity based on the information that they logged into the system. I have noticed that anything that I google also shows up on my timeline on all social media accounts and as ads on websites I visit. I am a faithful Amazon shopper so anything that I search on google or amazon seems to show up throughout the day as I use different media platforms. This is a trend that a lot of marketing companies use also to gain income by selling search data to companies for a target demographic.

Business Value of CRM

As I mentioned I used Amazon often and once a transaction is complete I seem to get future suggestion on products or improved versions of whatever product I just purchased. I assume this is the data from my transaction is transferred from the register to the CRM software. Once the date is put in the system it eventually tells them what I am interested in, and eventually after enough purchases, the reports and tools within the CRM will be able to predict my needs, wants, and even the amount of money I am willing to spend on their merchandise. CRM software contains to tools that add value to businesses because it helps them focus on managing the relationships between the business and