XRM Nedir?
Organizations that are CRM users aim to manage customer relationships. While managing these relationships, the system allows them to perform this management only through basic records such as customer, activity, appointment, offer. But in fact, the sector in which the organization is located, the work it does, or the workflows, it also needs to manage its organization-specific relationships. In this requirement, he has revealed the need for XRM. With XRM, you can effectively manage not only customer relationship management, but also all relationships belonging to the organization.
The main reason for using XRM instead of CRM is that while CRM is just customer relationship management (the letter C comes from the word Customer), XRM is extended relationship management. (The letter X comes from the word Extended or Any) You can Decipher the main differences between CRM and XRM in the table below.
| CRM | XRM | |
|---|---|---|
| Definition | C: Management of sales, service and marketing activities by centering customer data. activities | X: Management of all company units by effectively using all data belonging to the organization |
| Who uses it? | Sales, Marketing and Service UnitsAll units of the organization | Units All units of the organization |
| What to manage | Customer Relationships | All Relationships |
| What does it track? | Customers’ activities, tasks, etc. activities | (X) activities of all Records |
| What does it provide? | Customer Focused (C) Analysis | Customer and Other relations (X) analysis |
Considering today’s competitive market, simply managing customer relationships is insufficient.
Companies and organizations using CRM are forced to adapt their workflows to the CRM structure, and CRM projects fail for companies. Instead, XRM is a system that will include not only Marketing, Service and Sales departments, but also other departments of the company or organization, including customer relations.
As a result of its active use, the reports it produces become more efficient reports not only for these three departments but also for the entire company or organization.
Please call us to get more detailed information about XRM and how it can be beneficial to your company.