What Is a CRM Strategy? Definition, Examples, and Strategy (2023)

A CRM (Customer Relationship Management) strategy is a plan that helps organizations attain specific business goals (typically sales and revenue related) through carefully designed data workflows that are associated with sales and marketing channels using a CRM solution.

The key revenue functions within a business are supported by a CRM strategy when an organization is looking to provide its sales, marketing, and finance departments with valuable data to support its business goals and objectives.

What Is a CRM Strategy?

CRM stands for customer relationship management. It’s a way of using software to manage all your company's relationships and interactions with customers and potential customers.

CRM strategies are crucial for marketing your products and services to your customers. It allows businesses to collect detailed customer information and streamline communication and business processes.

These factors can improve customer expectations, increase conversion rates, boost loyalty and retention, and increase your company’s productivity.

CRM tools help you manage your marketing campaigns. They store contact information for customers and prospects, manage communication workflows, and track service issues.

CRM tools have dashboards that help companies to manage their relationships with customers across various communication channels.

An example of a CRM tool is Semrush CRM, which is built on top of a suite of digital marketing tools that allow agencies to grow their business more effectively.

Here’s how a client page looks using Semrush’s CRM tool:

What Is a CRM Strategy? Definition, Examples, and Strategy (1)

This CRM tool centralizes the data you need for marketing to individual contacts—from their name and title to their phone number and whether they’ve been contacted as part of your marketing campaign.

Semrush CRM can be used to market to both existing and potential customers.

Why You Should Have a CRM Strategy

Understanding everything going on with your business can sometimes feel overwhelming. A CRM strategy will make it easier for you and your team to grapple with all of the activities happening during your marketing campaign.

(Video) What is CRM? | A guide to CRM software by Zoho CRM

What Is a CRM Strategy? Definition, Examples, and Strategy (2)

5 Ways You Can Benefit from a CRM Strategy

What Is a CRM Strategy? Definition, Examples, and Strategy (3)

1. Improved Data Organization

A CRM tool provides a central location to house all of the data within your organization. That means you can quickly target the right audience with your marketing campaign.

CRM software makes accessing customer data easy. No matter who handles the customer inquiry, they can view the same actionable information:

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With the ability to track everything your customers do and every interaction they have with your business, you can provide them with a better and more personalized experience.

2. Enhanced External Communication

A CRM tool enhances internal and external communication by supplying your team with data to make faster and better decisions.

Your CRM strategy can help you craft messaging for your campaign. And your CRM tool’s automation can increase the effectiveness and timeliness of that communication.

As an example, suppose someone downloads an ebook that you are offering on your website. A CRM tool can be used to automatically send that individual a followup email at a specific time.

3. Improved Customer Service

A CRM strategy can improve the way you interact with customers.

A great CRM tool can give company representatives immediate access to all customer data by storing information about the customer. Like past purchases, preferences, and other behaviors related to their buying decisions.

(Video) What is CRM and How Does it Work? | Salesforce

This information can give you or your customer success team the ability to communicate better with customers and ensure a positive experience.

4. Enhanced Data Collection and Reporting

An effective CRM strategy allows you to easily collect, organize, and analyze data. The CRM-integrated tools and plugins will allow you to generate automatic reports, which will save you loads of time, and improve your efficiency.

And you can follow along on your CRM tool’s dashboard. It will showcase how well your business is performing according to the metrics you define, such as conversions and clicks.

With improved reporting data, you can make meaningful changes to your marketing campaign.

5. Improved Task Automation

CRM strategies improve task automation.

Such as following up with prospects or sending a contract to a client who is ready to buy.

A great CRM strategy will help automate tasks like this on your behalf through automation features. This will save you time and give you the ability to focus on more important tasks.

How to Implement a Successful CRM Strategy

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Here are the steps to develop a winning CRM strategy:

Step 1: Define a Goal and Mission

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Business goals are endpoints, accomplishments, or targets an organization aims to achieve. They can consist of financial, customer, growth, or employee development goals.

(Video) Clive Angel: How to Create a CRM Strategy

The importance of business goals lies in their ability to provide a clear focus, motivate your employees, and set targets for your business.

The first step to developing a CRM strategy is to ensure that it aligns with the long-term vision and mission of the company. Next, you’ll need to ensure that it aligns with annual objectives and from there determine whether it fits into your short-term objectives.

Ask yourself these questions:

  1. What do you want to achieve from your CRM strategy?
  2. How will a CRM strategy improve your sales functions?
  3. How will a CRM strategy improve your marketing functions?
  4. How will a CRM strategy improve your customer experience?
  5. What data will be used to determine if your CRM strategy is a success?

Once you have answers to these questions, you will be able to ensure that everyone on your team is working towards a single purpose.

Step 2: Establish a Buyer Persona and Target Audience

A buyer persona represents your ideal customer, based on insights and market research about a target audience.

Buyer personas are important because they help businesses maintain strong customer relationships and attract new leads.

The purpose of buyer personas when developing a CRM strategy is to ensure that all activities involved in acquiring and serving your customers are captured in your CRM. This requires a solid understanding of who is purchasing from you and the problems they’re facing.

The Semrush buyer persona tool arms you with the ability to create personas for your business:

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Information that you can include in your buyer persona includes:

  • Demographics (like age and gender)
  • Values (what influences their decision-making process?)
  • Professional information (their job title, skills, industry)
  • Goals (what do they want to accomplish and what challenges do they face?)
  • And so much more

Once you have this buyer persona identified, the next step is to understand the journey they go through as they become a customer.

Step 3: Create a Customer Journey Map

A customer journey map illustrates how your brand interacts with a customer throughout the buying process. With a customer journey map in place, you can educate your customers about the benefits and solutions your product/service provides, and how it can help them.

(Video) CRM Strategy & Implementation

There are four stages involved in the customer journey to keep in mind:

  • Awareness: This is the stage where customers are first becoming aware of your business and its products and services.

During this stage, you’ll want your marketing efforts to educate your customers about your business and what it offers.

  • Consideration: This is the stage where customers are beginning to understand your product and what it offers.

During this stage, it’s important to provide your customers with valuable content to help them understand how your products can solve their problems.

  • Decision: During this stage, customers have decided that they want to purchase your product or service. You’ll want to make this process as efficient as possible for them.

This includes having a well-designed, user-friendly website, clear pricing options, and well-trained customer service representatives.

  • Loyalty: This is the stage where customers are loyal to your business and advocate for your products and services.

To maintain customer loyalty, it’s important to continually engage with your customers, ask for feedback, and continue creating valuable content.

Now that you understand the stages of the customer journey, you can begin creating your customer journey map.

Consider these questions when mapping your customer journey as a part of your CRM strategy:

  • At specific touchpoints, which team or system interacts with the customer?
  • What can be done to improve these interactions?
  • What data is needed to have quality interactions?
  • At each stage, what are the customer's goals?

Step 4: Utilize Artificial Intelligence (AI)

Artificial intelligence is used in CRM to study the success of different sales scenarios. It can provide useful insights and make smart recommendations throughout the sales funnel.

AI can be used in a CRM strategy to:

  • Improve customer engagement: AI-powered solutions can help businesses reduce the burden of data entry, freeing up employees to help both existing and potential customers, which improves customer engagement.
  • Provide more accurate sales insights: By integrating AI into your CRM, you can improve the accuracy of your data analysis. This can be used for sales forecasting and for gaining insights into how deals are won and lost.
  • Enhance networking: Relationship intelligence powered by AI helps companies better understand their client base and the branching networks of prospective clients and referrals. This information is collected and analyzed automatically so teams can quickly understand how to engage with customers and other stakeholders.

Through CRM applications, AI-driven interactions can be captured and leveraged to enhance customer service. Bots can also suggest improvements to customer service processes based on customer feedback.

AI can also be used to determine the quality of customer leads. It can quickly analyze different attributes, such as professional information or their engagement with your website and brand.

(Video) CRM Whiteboard - CRM Strategy

Step 5: Improve Communication by Integrating Data

Data integration combines data from various sources into a single view.

This type of collaboration aims to share customer information with other sources and organizations for faster customer service response. A CRM solution can take data from third-party sources and provide you with everything you need to know to have more meaningful interactions with existing and potential customers.


The goal of a CRM strategy is to improve the customer experience. Make sure you keep that in mind when creating your CRM strategy, and share these best practices with your team so everyone is on the same page.


What is an example of CRM strategy? ›

Examples include automated touchpoints based on customer actions, instant sales forecasting, chatbot systems that respond to user questions, and more. In creating your strategy, consider how you can use the AI features in your CRM platform to improve your company.

What is the definition of CRM strategy? ›

What is a CRM strategy? CRM is Customer Relationship Management. A CRM strategy is a company-wide plan for your business to grow revenues and profit, reduce costs and enhance customer relationships (putting them first).

What are the 4 components of CRM strategy? ›

The 4 components of customer relationship management are satisfaction, loyalty, profitability, and customer retention.

What are the three basic strategies for CRM? ›

The process of creating a CRM strategy has three steps: Set the destination, audit the current situation, and map the journey to the destination.

What are the 5 types of CRM strategies? ›

CRM - Types
  • Strategic CRM.
  • Operational CRM.
  • Analytical CRM.
  • Collaborative CRM.

What are the three types of CRM examples? ›

Different CRM products and methodologies vary in terms of features and focus, and they can be divided into three main categories.
  • Collaborative CRM systems.
  • Operational CRM systems.
  • Analytical CRM systems.
Jul 6, 2022

What is CRM strategy vision and goals? ›

The CRM vision provides an opportunity to examine the strategies and processes that provide the functional framework of an organization and compare them to the organization's goals and aspirations for the present and the future.

Why is a CRM strategy important? ›

By intelligently storing and managing your customers' information, a CRM system increases the number of leads coming in, helping your marketing team find new customers faster. It supports your sales teams in closing more deals faster. It also enhances customer service.

What are the two definitions of CRM? ›

Definition of CRM: CRM is an abbreviation for Customer Relationship Management and refers to software used to build and manage customer relationships. CRM software: CRM software is a technology, which stores and organizes businesses' information about all of their customers, leads and prospects in one place.

What are the steps in CRM strategy? ›

Developing a CRM Strategy That Best Fits Your Business.
  1. Set a destination. ...
  2. Prioritise your Customers. ...
  3. Communicate with your employees. ...
  4. Stagger your changes. ...
  5. Start tracking your customers before first contact. ...
  6. Sync everything to your CRM. ...
  7. Evaluate and improve.

What are the key elements of a CRM strategy? ›

Core CRM components.

As mentioned previously, any CRM implementation needs to consider these four core components: technology (applications and infrastructure), strategy (business goals and objectives), process (procedures and business rules) and people (organizational structure, skills, and incentives).

How many CRM strategies are there? ›

While there are many companies offering CRM software, three common types are analytical, operational and collaborative (sometimes referred to as strategic). Each is tuned to achieve different goals and objectives. Analytical CRM enables businesses to collect and analyze data.

What is CRM in simple words? ›

Customer relationship management (CRM) is a technology for managing all your company's relationships and interactions with customers and potential customers. The goal is simple: Improve business relationships. A CRM system helps companies stay connected to customers, streamline processes, and improve profitability.

What are the first examples of CRM? ›

Siebel introduced the first mobile CRM app called Siebel Sales Handheld in 1999. The idea of a stand-alone, cloud-hosted customer base was soon adopted by other leading providers at the time, including PeopleSoft (acquired by Oracle), Oracle, SAP and Salesforce.com.

What is CRM and examples of CRM? ›

CRM (Customer Relationship Management) is a system to manage day-to-day communications and data from prospects, contacts, and existing customers. They allow businesses to keep track of customer interactions and preferences, and to provide better customer service.

What are the three benefits of CRM? ›

The 6 Greatest Benefits of CRM Platforms
  • Trustworthy reporting.
  • Dashboards that visually showcase data.
  • Improved messaging with automation.
  • Proactive service.
  • Efficiency enhanced by automation.
  • Simplified collaboration.

What is the most important thing in CRM? ›

Keep in mind that 55% of sales reps feel that ease-of-use is the most important feature of a CRM. Fancy bells and whistles often overwhelm reps who just want to sell more, more quickly.

What can a CRM strategy impact? ›

Ultimately, Customer Relationship Management, or CRM, improves the customer's overall experience by enabling you to better manage direct interactions, from sales to customer service and marketing. CRM enhances the bottom line and can, therefore, determine profitability, loyalty, and overall success.

What are the 5 components of CRM? ›

We base our findings on the 5 core components that we consider every CRM should have: user adoption, security, functionality, automation, and data quality. Let's dive into these 5 components that affect how much value people are getting out of their CRM.

What are 3 techniques and strategies for customer retention using a CRM system? ›

Customer retention techniques include creating a loyalty or VIP program, personalizing the customer experience, re-engaging at-risk customers and placing a high value on customer service.


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