Most companies have a customer relationship management (CRM) system in place. At the beginning of the customer journey, a CRM solution manages data about potential customers, sales calls and proposals. Once a prospective buyer becomes a customer the solution tracks information like contacts, contracts, renewal dates and customer interactions with your sales and support teams. However, when companies implement a CRM solution, they often neglect a key issue – how to manage and organize the customer documents and data that is associated with CRM transactions.
What is customer information management?
Customer information management (CIM) is the practice of managing customer data to encompass every customer identifier and data point across an enterprise. It organizes disconnected customer information and makes it instantly accessible in a CRM and by an authorized user who requests it. A CIM strategy also fulfills data privacy and compliance requirements. A document management solution is a crucial element of the CIM function that significantly improves the customer experience. This empowers companies to meet the high expectations of today’s business users.
Why does your company need document management in addition to CRM software?
1. Accessing essential customer information
2. Boosting responsiveness with centralized data
3. Seamless integration for an enhanced customer experience
4. Navigate regulations & protect privacy with document management
5. Avoid customer dissatisfaction and negative publicity
6. Managing the explosive growth of customer data
4 types of customer information
1. Personally identifiable information (PII)
Integration can be simple with a big payoff