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- CRM vs Ticketing System
Several terminologies appear similar when attempting to understand CRM vs ticketing system. The main challenge originates from the fact that a myriad of related technologies shares one or a few of the traits of the two technologies.
So, does CRM mean ticketing or vice versa? Besides, which other terms often confuse potential users of a modern CRM platform? If you face any of the above challenges, worry no more.
Reading this article will enable you to incorporate the recommended ways to compete in the fast-paced business world. The knowledge you are about to acquire should enable you spot the best technology to propel your business growth.
The article starts by defining the CRM and ticketing system. It then compares the two technologies, explaining key application points.
Lastly, you will find out other related terms and when to apply them. Let’s get started with the CRM definition.
1. CRM vs Ticketing system: What You Should Know about CRM
CRM, short for customer relationship management, involves the handling of customer-business relations. There are four primary types of CRM. These are strategic, collaborative, operational, and analytical CRM.
Strategic CRM focuses on widening customer lifetime value (CLV). In CLV, you strive to realize a higher net profit through unique interactions with the customer.
Collaborative CRM focuses on handling customer inquiries appropriately to ease its sharing with core business decisions. Examples of the primary business decision-makers are shareholders and vendors.
Operative CRM attempts to ease customer data management through automation. Through operative CRM, you endeavor to integrate sales, marketing, and service through automation.
For instance, you can track customer’s previous purchases through an interactive service dashboard. Lastly, analytical CRM creates comfortable customer data collection and management.
That is possible through trending machine learning technologies such as data mining, correlation, and pattern recognition.
2. Ticketing System Definition
A ticketing system entails ways to solve customer problems. It is also known as issue tracking. The ticketing system has five main steps.
The primary move to solve customer problems is to identify the request origin. For example, some customers can seek your services through email, SMS, Facebook, or Twitter. Next, you create unique records for the issues.
The support agents then group the tickets according to status. The core classes of tickets are resolved, pending and closed. Once the issue is solved, the system closes the ticket. The customer can then give feedback about the quality of the service.
Notable Differences
From the above definition, you can realize that the core differences between CRM and ticketing systems lie in the primary aim of the technologies.
CRM focuses on gathering and handling customer data efficiently for easy decision-making. On the other hand, a ticketing system focuses customer problems to build a public business image.
So, what is the intersection between CRM and the ticketing system?
3. What Is a CRM Ticketing System? The Relationship between CRM vs Ticketing System
The unifying factor between CRM and a ticketing system is that the ticketing system can be a child of a CRM. The combination of CRM and ticketing system results in CRM Ticketing System.
CRM ticketing system seeks to build the business-customer relationship by effectively solving customer pain points. The core logic behind using CRM ticketing system is that a happy customer is likely to become a repeat customer.
Once the customer frequently connects with your business, you can monitor what makes more customers convert or buy more of your products and services.
First, you track cases by ensuring the support staff delivers their best services to the customers. The progressive support presents you with reliable data.
You can share the data with various business teams such as sales, marketing, and chief managers. Collectively, the management and support team can spot ways to make consumers become repeat customers.
4. Is Helpdesk a CRM?
Technically, the Helpdesk is not a CRM. The helpdesk focuses on solving customer issues, whereas CRM concentrates on boosting sales with the provided data.
5. CRM vs Customer Services
CRM concentrates on building and maintaining customer engagement, whereas customer service seeks to give an exceptional customer experience.
6. CRM vs Case Management
While CRM aims to maximize sales, case management strives to find hacks to perfecting customer service needs.
7. What Software Is Used in Ticketing System?
You can use free or price-tagged ticketing software such as Zoho, Freshdesk, HubSpot, Jira Zendesk, and Itarian.
Conclusion
The best way to understand and apply CRM vs ticketing system is to find answers to its FAQs, as explained above.
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