🎯 1. What is CRM?
Sub-topic 1 of 6
17% Complete
Customer Relationship Management (CRM) is a business strategy and technology platform to manage interactions with customers and prospects.
Two Dimensions of CRM
1. Business Strategy
CRM is your company's "memory" — remembering every customer, conversation, purchase, and problem to build profitable relationships.
- Customer Focus: Build relationships, not just transactions
- Process Optimization: Streamline sales, marketing, and service
- Data-Driven Decisions: Use insights to target, upsell, and retain
2. Technology Platform
Siebel CRM provides tools to execute the strategy:
- Centralizes Data: Single source of truth
- Automates Processes: Lead assignment, follow-ups, workflows
- Enables Collaboration: Teams see the same info
- Provides Insights: Analytics and reports on customer behavior
The CRM Lifecycle
Attract → Engage → Convert → Retain → Grow
CRM helps manage customers at every stage, ensuring no opportunity is missed.