Today, most people think of software when they hear “customer relationship management.” But as successful sales leaders know, there is much more to it than that. Customer relationship management also refers to the strategy and processes for ensuring optimal customer acquisition and retention. Achieving each of these goals requires a concerted approach. In this article, we will discuss how to fulfill the three pillars of effective customer relationship management.
1. Customer relationship management as a software

Dive Deeper: Why Sales Teams Need Visionary Leadership
2. Customer relationship management as a strategy
Customer relationship management also means adhering to a more customer-centric strategy to help grow sales and improve customer service. 92% of companies collect customer data in a centralized location. This creates a great opportunity to analyze that data, identify trends, and amend the strategy accordingly. Whether that comes in the form of personalized marketing campaigns and special offers or just communicating with the customer on an individual level, this will all help the customer feel valued and help foster brand loyalty. Customer relationship management strategy should also include how customers interact with your product. What does the customer experience look like? How do customers perceive your brand? Who is the competition, and how can you set yourself apart? These are all questions you should be asking.Like what you’re reading? Subscribe to the blog for fresh insights delivered right to your inbox!
3. Customer relationship management as a process

Strengthen these 3 pillars of CRM to maintain customer success
These three pillars of customer relationship management are integral to building your book of business, upselling to current customers, and maintaining a positive brand image. It is about keeping a finger on the pulse of the customer journey. It’s about having all the data in one place so your teams in sales, marketing, and customer success can share information and take a customer-centric approach. Finally, its nurturing a relationship that is beneficial for both the company and the customer.WalkMe’s Digital Adoption Platform (DAP)transforms the user experience in today’s overwhelming digital world. Using artificial intelligence, engagement, guidance, and automation, WalkMe’s transparent overlay assists users to complete tasks easily within any enterprise software, mobile application or website. Discover how a DAP can revolutionize your business.