What is SaaS Customer Relationship Management?

Customer relationship management (CRM) is the process in which a company strives to understand and build relationship with its customers. All relevant information obtained about customers can be used to continue building relationships with current customers along with new ones. With increased knowledge about your customers they can be targeted more accurately which in turn will result in increased sales.

SaaS offers CRM without the complications of having to install and maintain the software within the company. CRM can use SaaS in a similar way as standard CRM to handle its contact with customers. Information gained from interacting with customers therefore can easily be shared between any users in any department of the company. A SaaS vendor offers all of the customer information on central severs meaning that all of the information can shared and distributed within the business. For example, feedback received by customer support agents can provide other staff members with information on the services and features requested by customers. As the information is shared over the internet all of the users can log in remotely to the software and benefit from the information.

Different aspects of CRM include: Sales Force Automation, Analytical Data, Sales Intelligence and Campaign Management.