Does CRM bring benefit to company? And the certain answer Yes he does! In the digital age, CRM has become a useful way to market effectively, to increase sales and to improve customer service, increase customer loyalty and profitability. CRM as a long term business strategy that focuses on collecting customer information, treating and providing service excellent for various customers, and using these to increase customer loyalty and profitability. Over the past decades, it has been argued that businesses across all sectors should move toward interactions, relationships, and networks.
Such a marketing approach is very different from the more traditional one of marketing through the 4Ps (i.e., product, price, place, and promotion). The CRM has been considering in many different markets firm for the customer market– with research suggesting that customer retention leads to increased market share and bigger profits. CRM is a concept that refers to the strategies used by an organization to improve business relationships with customers. Think of CRM like a digital Rolodex. It keeps peoples’ contact details — names, phone numbers, addresses, etc. — in one place, making it a powerful resource for marketers. But it also streamlines sales activities and optimizes business processes.
94% of businesses who have CRM use the software for contact management.
65% percent use it for lead nurturing,
59 percent for email marketing,
59 percent for sales forecasting
and 9% for customer service. 
When asked about what they plan to achieve from using CRM software, 74 % of users said improving customer service. 60% of CRM users hoped to boost customer satisfaction, 56 % wanted to improve customer retention and 54 % wished to accelerate sales. More businesses rely on CRM than ever before. In 2016, CRM usage increased from 56 percent to 74 percent, and a huge 91 percent of businesses with more than 11 employees now use this software. CRM applications help businesses nurture customers, improve sales and drive revenue, making it a crucial component of any marketing campaign.
As a result, the growth in demand for CRM solutions has been increasing. Gartner estimated that the market for CRM software exceeded $7.4 billion (£3.6 billion) in 2007, up 14 per cent from 2006. Forrester estimated moderate growth in the CRM industry through 2010. Forrester suggested that worldwide revenues for CRM solution providers reached $8.4 billion (£4.08 billion) in 2006 and would continue to grow to $10.9 billion by 2010. Forrester anticipated that overall CRM spending will remain steady, with services taking an increasing share of vendors’ revenue. In an international survey of 1,337 companies who have implemented CRM systems to support their sales force, CSO Insights has estimated that only 25 per cent reported significant improvements in performance. According to a Gartner survey, about 70% of CRM projects resulted in either losses or not bottom-line improvement in organization performance. 
- Marketing: managing the relationship with the client, knowing the client’s buying habits, understanding the client’s needs, are all things within the marketing process. Sales: Even though managing the relationship with the client has always been a natural aspect of the sales process, the CRM strategy has an important impact on sales channel process and after sales service process.
- Services: Within the CRM strategy environment, the relationship with the client is the elemental aspect. It follows that all issues related to services or customer services or high quality of service become critical.
- Define and communicate CRM strategy: Based on the concepts of CRM the absence of a clear CRM strategy or the lack of developing such a plan could cause the failure of CRM implementation. It should define strategy from operational CRM, analytical CRM and finally to cooperative CRM.
- Customer involvement: Direct and indirect Involvement of customers helps the organization to analyze the customer relationship life cycle and consequently find the areas of problems that can be managed by CRM.
- Personalization process: Personalization is a key to ambient computing; community and Personalization are closely related. Personalization is needed to make the information gathered from different customer communities to be usable.
- Time and budget management: Before implementing a CRM time and budget should be controlled and optimized. 
The process component dominated seven success factors: marketing, sales, services, define and communicate CRM strategy, customer involvement, personalization process, time and budget management.
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- Foss, B. Stone, M. Ekinci, Y. 2008. What makes for CRM system success – or failure?. Journal of Database Marketing &Customer Strategy Management vol 15 (2) pp 66-78
- Arab et al. 2010. A survey of success factor for CRM. Proceedings of the World Congress on Engineering and Computer Science 2010 Vol II WCECS 2010. San Francisco, USA.
- Aleksander Manin (2019) Lesson of CRM- Lesson 1 Introduction CRM. Higher School of Economic