Meaning ● Sustainable CRM strategy, for small and medium-sized businesses, signifies a long-term approach to customer relationship management that prioritizes business growth, operational efficiency, and scalable implementation. Focusing on automation, it aims to maximize customer value and satisfaction while reducing operational overhead. ● This involves selecting CRM solutions that integrate smoothly with existing systems and require minimal ongoing maintenance. A sustainable approach considers data security and privacy regulations to ensure compliance and build trust with customers. ● Achieving a balance between technology investment and business outcomes, the overall goal is a system that adapts to the evolving needs of the business and its customer base, thus, offering value across the life-cycle of the CRM implementation. It demands continuous monitoring of CRM performance against predetermined business KPIs to proactively respond to changing conditions in the SMB’s business environment.
