CRM Marketing Automation
In order to understand CRM Marketing automation, we have to break down the term. After
knowing the features of each of them separately, you will learn how they can work together.
Without further ado, let’s dive into the following sections.
What is CRM
CRM is an abbreviation of Customer Relationship Management. It is a set of practices that
allows the company to learn thoroughly about its customers and then provide the bestpersonalized customer service possible. The aim of having a CRM is to improve the
customer experience by knowing how they are interacting with a business. Initially, back
in the 90s a CRM was just on paper or excel sheets, but now with technological
advancements, companies have adopted SaaS products.
Marketing Automation
As the name suggests, this technology automates the marketing strategies of a business
across multiple channels. Using this, the company has become capable of targeting a large
audience base through different channels like emails, social media, web, and text.
Automation means the messages are sent automatically based on the customer’s
interaction and pre-defined workflow. Marketing and sales departments use automation
tools to automate and streamline monotonous tasks that usually consume a lot of time if
done manually
Role of CRM with Marketing Automation
There is a misconception that CRM and marketing automation achieve the same goal,
but this is far from the truth. If used correctly then you can leverage the individual
capabilities of CRM with Marketing Automation and deliver the utmost customer
experience. Let’s have a look at the key ways to do that
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When you run a campaign via a marketing automation platform then it collects data
of customers. Later, you can feed this information into your CRM. Using this
actionable insights in CRM, sales persons can identify the what customers want,
when the want, and the best possible way to cater their needs.
This integration makes the customer journey seamless from being a website visitor
to a customer. Martech tool provide the customer with required content and later
you can store this information in CRM to create a single view of the customer.