What is a CRM system? Benefits, Functions & Detailed Processes

What is a CRM system? How does it work? What are the benefits for businesses? Join Viindoo to find out the answer now.

CRM System have become familiar to many businesses around the world. However, for businesses in our country, CRM software systems are still quite unfamiliar. If you want to learn more about this system, let's read the article with Viindoo right away!.

What is CRM?

CRM (Customer Relationship Management) is understood as relationship management with customers. This is a combination of strategy and technology, helping businesses improve and build relationships with both existing and potential customers.

The main goal of a CRM system is to attract and nurture leads to increase sales conversion rates. In addition, CRM also helps businesses improve customer satisfaction and create loyal customers.

CRM system

CRM system helps businesses manage customer relationships

>>>> Read more: Manage potential customers

What does a CRM system do?

Manage the progress of customer care work

CRM helps businesses manage work more effectively, especially for organizations with large customer files. Customer relationship management systems assist businesses in keeping track of all tasks that need to be completed and ensuring no work is missed. In addition, the features of the system also allow businesses to monitor each stage of project completion, ensuring progress for work.

CRM system

CRM helps businesses manage the progress of customer care work

>>>> Additional recommendations: CRM software for small businesses

Manage and connect with customers

CRM supports businesses in managing and connecting with customers/ CRM allows businesses to store information, record interactions between customers and sales staff. Businesses can also share this information between departments to support their work

For businesses with a large amount of customer information, CRM helps organizations track and update the latest information from customers, such as calls, emails, messages ... At the same time, CRM also helps businesses store appointment schedules and notes about customers, determining the next steps that salespeople need to take.

In particular, CRM also helps businesses reach customers through a variety of channels more easily. All information about customers will be kept safe on the CRM system and avoid data loss when employees leave the company.


CRM makes it easy for businesses to connect with customers

Manage transactions​

CRM will provide businesses with comprehensive information about the current and future transaction situation, helping managers understand why some transactions are not successful. In addition, this system also helps businesses identify current trading opportunities and the likelihood of success of each transaction.

CRM System

Sales transactions will be controlled more effectively

Customize marketing activities​

Every marketing activity can become ineffective if the business is unable to capture the interest of potential customers. Therefore, the CRM system will help businesses personalize tasks such as sending promotions, newsletters... to create links with each customer, optimizing the performance of the marketing campaign.

CRM System

CRM helps businesses optimize the effectiveness of marketing activities

>>>> Read more: Customer Relationship Management Strategies

Connecting teams and departments together​

In an organization, if departments work independently, it can create barriers to customer satisfaction. Therefore, CRM will help businesses connect information about customers and projects between departments, ensuring every employee has the information to do their job effectively.


Departments in the business will be more closely linked

Reporting & Analytics​

CRM helps businesses move from emotional decisions to data-driven decisions. The system provides information from various sources and analyzes detailed data to assist businesses in making decisions. Tools built into CRM will help businesses create reports from basic to more in-depth to detect anomalies in business operations, creating a competitive advantage.

CRM System

CRM helps businesses create insightful reports

What types of CRM systems are there?

Standard CRM And Industry CRM

Standard CRM is a system that provides many different features and functions to be able to serve a variety of businesses, regardless of the industry and size. Standard CRM possesses popular features such as sales, marketing, customer care tools,... Businesses can customize and use these features easily.

An industry-specific CRM is a solution designed and provides in-depth features for the specific business needs of each industry. Commonly used CRM sectors by industry include insurance, healthcare, real estate, hospitality, mortgages, call centers, and construction. In particular, when using CRM by industry, you do not need to customize the features and processes of the system because it has been set up to suit the specific needs of the industry.

For example, CRM for the construction industry often has features such as procurement, cost estimation, contract construction, and workforce and materials management,...

Note: Standard CRMs are generally more affordable than industry-specific CRMs and easier to implement.

CRM System

Differentiate standard and industry-specific CRM

CRM On premise and CRM cloud

CRM On premise is a CRM system that is installed and hosted on an enterprise's server. Enterprises have full control over data and can customize the system according to their needs.

A cloud CRM is a customer relationship management system that is stored and accessed in the cloud. The advantage of this system is its comprehensiveness, flexibility and integration with many other software. This system allows users to have an overview of customers. These are software with diverse features, safe and easy to use, suitable for businesses of many different sizes and industries, helping to improve sales operations. Businesses can access the system from anywhere with an internet connection.

Note: Cloud CRMs typically cost less than CRM On premise and are easier to deploy.


Businesses often prefer cloud-based CRM

Benefits of CRM for businesses

Large enterprises

With advanced features of CRM such as: Business process management, geographical area management, detailed analysis, business automation and marketing... CRM system helps salespeople save time, minimize monotonous daily tasks. As a result, employees can spend more time focusing on customers and enhancing business efficiency in multiple geographies.

Small and medium-sized businesses

For small and medium-sized businesses, using a CRM is no longer as complicated or expensive as many people think. Even small and medium-sized businesses can start their journey with free CRM systems. CRM has become a technological tool that helps SMEs compete and be equal to the bigger players in the industry.

B2B business enterprise

For B2B companies, managing customer contact information, business transaction updates, billing, and reporting requires efficiency. An on-premise business CRM system will help you create a common platform to synchronize information between partners, suppliers, and other business stakeholders.

B2C Company

B2C companies often have a shorter customer lifecycle, so they need a direct and time-saving solution. An omnichannel CRM tool with lead management, instant survey delivery, marketing automation, and more makes it easier for B2C companies to reach and engage with customers more effectively.

5 Steps to Build a Complete CRM System

CRM System

The process of building a complete customer management system

Step 1. Define the vision: The first step that businesses need to take is to define a strategic vision. To do this, businesses must have a pioneering direction, especially in the business field in which they are operating. Once you define your vision and share it with your team and community, you build customer trust. This will help your company grow towards providing the products and services that customers are looking for.

Step 2. Align your CRM strategy with your business strategy: Your CRM strategy needs to align with your overall business strategy. All must aim for the end goal clearly and concretely. Enterprises will not achieve the desired value if common and separate strategies are not homogeneous, linked together.

Step 3. Use and optimize existing data: Every business has large amounts of customer-related data. Businesses can leverage this information by using CRM software to optimize data management and mining. Make sure that all data that can be handled by your CRM software is synchronized to create a unified sales management system.

Step 4. Determine the content of the strategy: Businesses need to have a detailed content plan when building a customer relationship management system. Businesses need to define their content strategy to decide how they will use social media or interact with customers.

Step 5. Deploy communication channels: Businesses need to deploy communication channels so that customers can easily access and receive support when they need. This is an important way for businesses to increase customer satisfaction.

Simplify the construction process with Viindoo CRM system

Viindoo CRM is an application that supports businesses in managing relationships with customers well. The software helps businesses manage all information such as: Personal characteristics, transaction history, payment information.

With more than 10 years of researching business management solutions, Viindoo understands the difficulties that businesses often face when implementing CRM systems. Therefore, Viindoo CRM's products are designed to focus on helping businesses solve these challenges, optimize management, improve user experience and enhance business performance.

Some of the impressive features of Viindoo CRM include:

  • Management throughout the sales process
  • Support updating and aggregating customer information
  • Build an effective customer care plan
  • Manage the customer care process
  • Sales performance analysis and reporting
  • Integration with a variety of other software
Viindoo CRM is the perfect solution to help businesses effectively manage customer relationships

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Above is a summary of information about the CRM system that businesses can refer to. In general, CRM solutions help businesses manage sales well and increase business efficiency. If you need to learn more details about CRM software, please contact Viindoo immediately!

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What is a CRM system? Benefits, Functions & Detailed Processes
Jun Nguyen May 3, 2024