What Is the Customer Relationship Management Framework?

WalkMe Team
By WalkMe Team
Updated March 21, 2024

The customer relationship management framework is how companies manage their customers. It includes the product or service, process, and people involved in customer care. Read on to learn more.

Customer Relationship Management Framework Definition

For starters, let’s define customer relationship management.  Customer relationship management is how a company interacts with its customers. 

It encompasses the product or service, the process of delivering the good or service, and the people interacting with the customer. 

For example, a company that sells shoes might manage its customer relationships through these three components:  

  • How they sell their shoes (product),  
  • How they deliver the shoes (process),  
  • Their customer service representatives 
  • Any support staff (people).

Customer Relationship Management Framework Components

The customer relationship management framework is made up of these five components:  

1) Product/service  

2) Process  

3) People  

4) Technology  

5) Measurement 

What makes for a good customer relationship management framework? 

Many factors go into making a good CRM program.  While there is no one-size-fits-all approach to developing a great CRM system, some things are common among all great CRM programs.  

These factors include: 

1) A strategic plan for turning your customers into brand ambassadors.  

2) A focus on faster, more efficient service with fewer errors.  

3) The ability to identify new opportunities to increase sales and profit from existing customers.  

4) The ability to reduce costs by reducing customer churn and increasing customer retention.  5) Achieving greater visibility into customer data and transactions across multiple channels and systems.  

6) The ability to create personalized experiences for each customer across every touchpoint in your organization.  

7) The ability to analyze your selling processes and improve based on data and insights.  

8) The ability to get greater visibility into how you communicate with your customers so that you can improve the overall effectiveness of your communication efforts.  

The main takeaway is that a great CRM system helps you sell more stuff while reducing costs simultaneously.  If you can achieve both goals, then it’s probably safe to say that you have a pretty good CRM system in place!

Why You Need a CRM Framework

So why should you bother with a CRM system? A customer relationship management framework can help you meet many business objectives. 

Some of the reasons why you need a customer relationship management framework include:  

1) Identify, manage, and grow relationships with your target customers.  

2) Increase sales and revenue.  

3) To improve the customer experience.  

4) To get better visibility into customer behavior and buying patterns.  

5) To increase customer retention.  

6) To enable you to communicate more effectively with your customers.  

7) To enable you to provide more personalized and relevant products and services.  

8) To enable you to improve customer service.  

9) To reduce churn and increase customer retention.  

10) To reduce costs by reducing errors, increasing efficiency, and improving productivity in customer-facing processes. 

Final Thoughts 

Customer relationship management is a topic that isn’t going away anytime soon.  Companies constantly look for ways to improve their CRM strategies to keep up with customers’ continually changing needs.  

If you want to attract and retain customers, you must have a strong customer relationship management strategy.

WalkMe Team
By WalkMe Team
WalkMe pioneered the Digital Adoption Platform (DAP) for organizations to utilize the full potential of their digital assets. Using artificial intelligence, machine learning and contextual guidance, WalkMe adds a dynamic user interface layer to raise the digital literacy of all users.