What is CRM?
CRM is a very broad term used to refer to managing customer relationships - literally it stands for Customer Relationship Management. While the concept is simple, the term encompasses a vast array of functions related to running your business. Most commonly this includes managing basic customer and contact information, sales opportunities, marketing initiatives, and customer support interactions.
In its truest definition, CRM is anything that affects your relationship with your customer - all of the above, and even project management and finance.
Why CRM for Small Business?
CRM is essential to customer satisfaction - even for small business. CRM includes 3 primary pillars of customer experience management: Marketing, Sales, and Support. Once a customer is won, the most important part of CRM for small business is maintaining the relationship through customer service and support. To retain customers, you must continually seek to meet (and exceed) their expectations.