Businesses use Customer Relationship Management (CRM) software applications in marketing, services, and selling functions. It is a management approach that aims to enhance a firm s relationship with target customers to boost customer value, the firm s profitability, and increase the stockholder s value (Al-Weshah et al., 2019). Therefore, it is significant to a company as it helps it acquire and retain clients by offering optimal values in the most important ways, including firm-client communication and how customers buy. CRM uses information technology tools for a company s relationship marketing plans. The current business settings comprise various CRM software application players, including Zoho CRM and Salesforce.com. This paper will analyze the Zoho CRM to determine how it is utilized by businesses to communicate important information to their customers.
Businesses, in many cases, need to notify their clients of significant developments, including new enhanced offerings, tariff changes, or even to build rapport. Zoho CRM provides various features through which firms can directly communicate with all their clients at once. Among the application s features are the Zoho Creator, which utilizes SMS to relay information, and the Zoho email, which sends essential communications to customers via their emails.
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