In general, the function of CRM for companies is to assist and simplify company management in monitoring sales activities and obtaining comprehensive information about customer behavior.

This is so that companies can improve their operational and service systems to provide the best service to customers and increase customer loyalty to the company.

There are 3 important stages in running this CRM, namely:

a. Acquired new customers
The main goal of a business is to get as many customers as possible. For that, you have to provide the best service and provide solutions to meet their needs so they can buy your products immediately.

b. Adding Value from Customers (Enhanced)
The next stage of CRM is to add value from customers. Customer value or what is commonly called Customer Lifetime Value is the total value of revenue that you can get from customers. For how you can do an upgrade strategy selling or cross-selling.

c. Retain customers
The last stage of CRM is to retain existing customers. By continuing to provide the best service to them, maintaining good relations, listening to suggestions and input from customers. Which you can use as evaluation material to improve your service and product features so that customers still want to survive and continue to use your product.

• Get fast and responsive service. Businesses that use CRM can provide fast and responsive service so customers will feel satisfied. Customers can also find solutions to problems they face quickly and don't have to wait in long time.
• Solutions or needs can be resolved quickly CRM allows customers to get offers of goods or services that match their needs and desires based on the customer's activity history.
• Contacting businesses on various channels is easy. Having a CRM that integrates all communication channels on one platform will make it easier for customers to get answers as fast as other channels.

Omnichannel CRM is a customer relationship management strategy that leverages omnichannel technology. That is, technology that connects the various channels through which customers and businesses interact into one platform.

Omnichannel CRM works by connecting all communication channels into one and integrating it with the CRM system, so that all activities on the various communication channels can be recorded and monitored easily by company management.