Join Jason Ruediger for an in-depth discussion in this video Introduction to customer relationship management (CRM), part of IT Help Desk for Beginners.
- [Instructor] Hello, and welcome back to IT Help Desk for Beginners. In this video, we will go over introduction to CRM. What is CRM? Because the IT help desk is tasked to handle inbound questions by phone or email, the department is likely to utilize a CRM, or customer relationship management technology, where customer interactions are handled like cases, incidences, or trouble tickets. CRM tools manage and analyze customer interactions and data by compiling information, customer issues, and queries by a ticket management and reporting to provide optimization.
CRM systems can provide the IT help desk staff with detailed information on customer purchase history, buying preferences and requests, queries from past interactions, service calls, technical support consultations, and other notes documented as customer history by previous help desk contact. This data assists in tracking and maintaining both performance and productivity. What are the facts about CRM? Interestingly enough, cloud-based CRM, which is also called SAS, or software as a service, or on-demand CRM, is available as data stored in a remote network that can be accessed at any time.
The cloud makes deployment easier, which is essentially important to the IT help desk efficiency. Other trends in CRM include open-source CRM programs, social CRMs, and mobile CRMs. Open-source CRMs use open-source code. Social CRMs are tied to social media. And mobile CRMs are CRM applications for mobile device use like smartphones and tablets, which make use of GPS and even voice recognition capabilities.
What are the benefits of a CRM system for the IT help desk? At the heart of it all, CRMs are used to better serve customers and clients by providing IT help desk employees with access to information on the go. CRM technology therefore, acts as a centralized database of customer information that is organized for easy access and distribution. In many ways, the use of CRM technology is a type of strategy that the IT help desk department can utilize to better understand customers, retain customers by improving customer experience, decrease customer management costs, and ultimately increase business profitability.
Join us in our next session, where we will learn how the IT help desks differs between industries.
- Customer service for IT
- Installing and uninstalling software
- Networking basics
- Joining domains