Are you tired of juggling multiple spreadsheets, email inboxes, and sticky notes just to keep track of your contacts?
Do you find yourself struggling to remember important details about your customers or losing track of your sales pipeline?
If so, it's time to consider investing in a contact management software platform. In 2023, there are more options than ever before, and the best contact management tools can help you streamline your sales process, organize your contact data, and improve your customer relationships.
In this article, we'll take a deep dive into the top 10 best contact-management software platforms and tools for 2023, so you can find the best contact management software and the best contact management solution that's right for your business.
- HubSpot CRM
- Zoho CRM
- Agile CRM
- Bitrix24 CRM
- Streak CRM
- Capsule CRM
Venturz is a contact management platform and software that helps businesses manage their customer relationships and interactions. The software provides a comprehensive suite of tools and features designed to help companies streamline their sales processes and build lasting customer relationships.
Here are some key features of Venturz:
- Lead Management: Venturz offers lead management tools that allow businesses to track and manage leads from initial contact to conversion.
- Contact Management: The software provides a centralized database of all customer information, including contact details, interactions, and sales history.
- Sales Pipeline Management: Venturz helps companies manage their sales pipelines by tracking each stage of the sales process and providing real-time analytics.
- Team Collaboration: Venturz offers team collaboration tools that enable sales teams to work together more effectively, sharing information and insights in real time.
- Email Marketing: The software provides email marketing tools that allow businesses to create and send personalized emails to their customers, increasing engagement and driving sales.
In addition to these features, Venturz also offers customizable dashboards, detailed analytics, and integrations with other business tools like Google Workspace, Zapier, and Trello.
Overall, Venturz is a great option for businesses looking for a powerful contact management platform and software that offers advanced features and robust analytics. Its focus on lead and sales pipeline management makes it an ideal choice for sales-focused businesses.
HubSpot CRM is one of the best contact management and customer management software platforms available in 2023. It is an all-in-one customer relationship and contact management software system that helps businesses manage their contacts and customer relationships effectively.
The tool is known for its user-friendly interface and advanced features that are designed to help businesses streamline their sales processes.
Here are some of the key features of HubSpot CRM:
- Contact management: HubSpot CRM allows businesses to store and manage all their contacts in one centralized database. Users can add, edit, and delete contact records easily and also import contacts from external sources.
- Sales pipeline management: The tool offers a visual sales pipeline that allows businesses to track their sales progress and deal stages. Users can also set up custom deal stages and automate their sales processes.
- Email tracking: HubSpot CRM allows users to track their email opens and clicks and also provides email templates and scheduling options.
- Task management: The tool offers a task management feature that allows users to create tasks, set reminders, and track their progress. Users can also assign tasks to team members and collaborate on tasks.
- Analytics and reporting: HubSpot CRM offers detailed analytics and reporting features that allow users to track their sales performance, deal stages, and customer interactions. Users can also generate custom reports and dashboards.
- Integration: HubSpot CRM can be integrated with other business tools, including marketing automation software, project management tools, and communication platforms like Google Workspace.
HubSpot CRM is a powerful and intuitive contact management tool that can help businesses streamline their sales processes and manage their customer relationships effectively. Whether you're a small business owner or a large enterprise, HubSpot CRM is a great choice for managing your contacts and sales pipeline.
Salesforce is a popular customer relationship management (CRM) software that is widely used in the business world. It offers a wide range of tools and features that can help businesses manage their customer data, sales processes, and marketing campaigns.
Here are some key features of Salesforce:
- Contact Management: Salesforce allows businesses to manage their customer data, including contact information, account details, and interaction history.
- Sales Management: The platform provides tools for managing the entire sales process, from lead generation to opportunity management and deal closure.
- Marketing Automation: Salesforce enables businesses to automate their marketing processes, including email campaigns, social media marketing, and advertising.
- Collaboration: Salesforce provides a collaborative platform that allows teams to work together and share information in real time.
- Reporting and Analytics: The platform offers a range of reporting and analytics tools that help businesses gain insights into their sales and marketing performance.
- Mobile App: Salesforce has a mobile app that allows users to access the platform from their mobile devices and stay connected with their team and customers on the go.
Overall, Salesforce is a powerful CRM tool that can help businesses improve their sales and marketing processes and enhance their customer experience. However, its high cost and complexity may make it challenging for small businesses to adopt.
Zoho CRM is a popular cloud-based customer relationship management software that helps businesses manage their sales, marketing, and customer support activities.
Here are some key features of Zoho CRM:
- Sales force automation: Zoho CRM helps businesses automate their sales processes, from lead management to deal closing. It provides tools for lead capture, leads nurturing, and pipeline management.
- Marketing automation: Zoho CRM also includes marketing automation features, such as email marketing, web forms, and social media integration. Businesses can create and send targeted email campaigns, capture leads from their website, and track the success of their marketing efforts.
- Customer support: Zoho CRM includes a built-in help desk that allows businesses to track customer support tickets and provide timely responses. It also includes a knowledge base for self-service support.
- Customization: Zoho CRM is highly customizable, allowing businesses to tailor it to their specific needs. They can create custom fields, workflows, and reports and integrate them with third-party apps using APIs.
- Mobile app: Zoho CRM has a mobile app that allows users to access their CRM data on the go. It is available for both iOS and Android devices.
- Collaboration: Zoho CRM allows team members to collaborate and share information. Users can set up tasks, events, and meetings and share notes and files with their colleagues.
- Analytics: Zoho CRM provides in-depth analytics and reporting features that allow businesses to track their sales and marketing performance. They can create custom reports and dashboards and track key metrics such as conversion rates and customer acquisition costs.
Overall, Zoho CRM is a comprehensive and flexible CRM solution that can help businesses manage their customer relationships more effectively. It is suitable for businesses of all sizes and industries, and its affordable pricing makes it accessible to small and medium-sized businesses.
Pipedrive is a popular CRM tool for small and medium-sized businesses. It is known for its intuitive and visual interface, which helps sales teams to manage their deals and pipeline effectively.
Here are some key features and benefits of using Pipedrive:
- Pipeline Management: Pipedrive enables you to manage your sales pipeline visually, allowing you to see the deals in progress, identify bottlenecks, and prioritize actions accordingly.
- Deal Management: You can easily add and update deals, assign tasks, and schedule activities in Pipedrive.
- Sales Reporting: Pipedrive provides sales reports that give you insights into the performance of your sales team and enable you to make data-driven decisions.
- Email Integration: Pipedrive integrates with popular email providers, such as Gmail and Outlook, allowing you to manage your email communication within the CRM tool.
- Mobile App: Pipedrive has a mobile app for both iOS and Android, enabling you to manage your sales on the go.
- Easy to Use: Pipedrive has a simple and user-friendly interface that is easy to navigate, even for users with limited technical skills.
- Affordable: Pipedrive is one of the most affordable CRM tools on the market, making it an excellent choice for small businesses with limited budgets.
- Customizable: Pipedrive allows you to customize your sales pipeline and deal stages according to your specific business needs.
- Automation: Pipedrive offers automation features, such as lead capture and task reminders, that can help you save time and improve efficiency.
- Integrations: Pipedrive integrates with over 150 popular apps, such as Slack, Trello, and Zapier, allowing you to streamline your sales workflow.
In conclusion, Pipedrive is a great sales CRM tool for small and medium-sized businesses that want an affordable and intuitive solution to manage their sales pipeline. Its visual interface, customization options, and its workflow automation features make it a strong contender in the sales CRM market.
Agile CRM is a popular customer relationship management (CRM) tool that can help businesses of all sizes manage their contacts and sales. It offers a variety of features, including contact management tools, sales automation, marketing automation, contact management tools, and customer service management.
i. Contact Management: Agile CRM's contact database and management feature, contact database, allows you to store and manage all of your contact information in one place. You can view contact details, including emails, phone numbers, social media profiles, contact info, and notes, and also add custom fields to store additional information in the contact database.
You can also segment contacts based on criteria such as lead status, industry, or geography within contact database, making it easier to target specific groups with your marketing campaigns.
ii. Sales Automation: Agile CRM's sales automation feature helps streamline the sales process by automating repetitive tasks. You can create sales pipelines to track the progress of deals, set reminders for follow-ups, and create email templates for different stages of the sales process. It also offers reporting and analytics, which can help you identify bottlenecks in your sales process and improve your sales performance.
iii. Marketing Automation: Agile CRM's marketing automation feature allows you to create and automate marketing campaigns. You can create email campaigns, landing pages, and web forms to capture leads and use the CRM's segmentation features to target specific groups. It also offers A/B testing and analytics, which can help you optimize your campaigns and improve your marketing ROI.
iv. Customer Service Management: Agile CRM's customer service management feature allows you to manage customer inquiries and support tickets. You can create a knowledge base for customers to find answers to common questions and also create support tickets to track customer issues. The CRM also offers integrations with popular helpdesk tools such as Zendesk and Freshdesk.
Overall, Agile CRM is a powerful and flexible CRM tool that can help businesses manage their customer contacts, sales, and marketing campaigns. Its ease of use and affordable pricing make it a great choice for small and medium-sized businesses looking to streamline their operations and improve their customer relationships.
Insightly is a cloud-based customer relationship management software (CRM) and project management software that is designed to help small and medium-sized businesses to manage their customer interactions and projects effectively. The platform offers a wide range of features and tools, including a free contact management system, lead and contact management system, project management, and collaboration tools, making it an all-in-one solution for businesses that want to streamline their operations.
Here are some key features and benefits of Insightly:
- Contact management: Insightly's contact management feature allows you to manage all your customer data in one place. You can store customer details, track customer interactions, and view contact history to gain insights into customer behavior.
- Lead management: With Insightly, you can manage your leads efficiently and prioritize them based on their potential value. You can assign leads to team members, track lead progress, and receive real-time notifications when leads move to the next stage of the sales pipeline.
- Project management: Insightly's project management feature allows you to create and manage projects from start to finish. You can create tasks, set deadlines, and assign team members to tasks. You can also track project progress, view project timelines, and generate reports to measure performance.
- Collaboration tools: Insightly's collaboration tools allow team members to work together seamlessly. You can share files, communicate with team members, and get real-time updates on project progress.
- Integration: Insightly integrates with a wide range of third-party applications, including Google Apps, Office 365, Mailchimp, and more. This makes it easy to connect with other tools you use to manage your business operations.
- Mobile app: Insightly's mobile app allows you to manage your business on the go. You can view and manage customer data, track leads, and manage projects from your smartphone or tablet.
Insightly is a comprehensive CRM and project management software that offers a wide range of features and tools to help businesses manage their operations effectively. Its integration with third-party applications, mobile app, and collaboration tools make it an excellent choice for small and medium-sized businesses looking to streamline their operations.
Freshsales is a cloud-based CRM tool designed for sales teams of all sizes. It is an all-in-one platform that offers various features for managing leads, contacts, deals, accounts, and more. Freshsales was developed by Freshworks, a company known for creating powerful and easy-to-use business software.
- Contact Management: Freshsales allows users to create and manage contacts in one place. It also enables you to capture leads from various sources like email, social media, and web forms.
- Sales Pipeline Management: With Freshsales, you can manage your sales pipeline, track deals, and move them through different stages until they are closed.
- Lead Scoring: Freshsales offers a lead scoring feature that allows you to prioritize your leads based on their level of engagement with your company.
- Email Tracking: Freshsales provides email tracking capabilities that allow you to see when your emails are opened and clicked by your recipients.
- Reporting and Analytics: Freshsales offers advanced reporting and analytics capabilities that allow you to gain insights into your sales performance.
- Ease of Use: Freshsales is easy to use, with a simple and intuitive interface that requires little to no training for users.
- Customization: Freshsales offers a high degree of customization, allowing users to tailor the platform to their specific needs.
- Integration: Freshsales integrates with popular tools like Google Calendar, Gmail, and Mailchimp.
- Pricing: Freshsales offers affordable pricing plans for businesses of all sizes.
Overall, Freshsales is a powerful CRM tool that offers a range of features for sales teams to manage their leads, contacts, and deals. Its ease of use and affordability make it an excellent option for businesses looking for a robust CRM solution.
Copper is a cloud-based CRM software that is designed to help small to medium-sized businesses manage their customer relationships. It was formerly known as ProsperWorks, and it was acquired by Google in 2018 and later rebranded as Copper. The software is user-friendly and offers a range of features that can help businesses streamline their sales processes and increase their productivity.
Here are some of the key features of Copper:
- Contact Management: Copper provides a centralized database that allows businesses to store all their customer information in one place. Users can access this information from anywhere and at any time, making it easy to manage customer interactions across multiple channels.
- Sales Pipeline Management: Copper's pipeline management tool enables businesses to track and manage their sales pipeline from start to finish. Users can visualize the sales process, prioritize tasks, and automate workflows to improve efficiency and streamline the sales cycle.
- Lead Scoring and Nurturing: Copper's lead scoring feature helps businesses prioritize leads based on their level of engagement and potential value. Users can also set up lead nurturing campaigns to keep prospects engaged and move them further down the sales funnel.
- Sales Forecasting: Copper provides businesses with a clear view of their sales performance, allowing them to forecast revenue and plan for growth. Users can track their progress against their targets, identify trends, and make data-driven decisions.
- Integrations: Copper integrates with a range of popular business tools, including G Suite, Slack, Mailchimp, and Zapier, allowing users to streamline their workflows and save time on manual tasks.
Overall, Copper is a robust CRM solution that is well-suited for small business- to medium-sized businesses that need to manage their customer relationships efficiently. Its intuitive interface and powerful features make it a popular choice among sales teams who need to stay organized and focused on achieving their goals.
Nimble is a cloud-based CRM tool that is designed to help small and mid-sized businesses to build better relationships with their customers. The software is designed to be user-friendly, and offers a wide range of features that make it easy to manage customer information, track sales activities, and collaborate with team members.
Some of the key features of Nimble include a contact management system, social media integration, sales forecasting, and pipeline top contact management software.
Nimble makes it easy to manage your contacts by keeping all of your customer information in one place. You can store contact details, email conversations, and social media interactions in a single contact database, which makes it easy to track your interactions with customers and stay up-to-date on their needs and preferences. The software also includes a smart contact data segmentation feature, which allows you to group contacts based on common attributes such as location, job title, or industry.
Nimble integrates with popular social media platforms like LinkedIn, Twitter, and Facebook, which allows you to engage with customers across multiple channels. You can view your business contacts' social media profiles from within the Nimble interface, which makes it easy to stay up-to-date on their latest activity and interests. The software also includes a social listening feature, which allows you to track mentions of your brand or products on social media.
Nimble's sales forecasting feature provides insights into your sales pipeline, which can help you to make informed decisions about your business. You can view a dashboard that shows you the status of all your sales opportunities, including their stage in the pipeline, estimated close date, and potential revenue. You can also set up alerts to notify you when a sales opportunity is approaching a critical stage.
Nimble's pipeline management feature allows you to create a visual representation of your sales process, which makes it easy to track your progress and identify areas for improvement. You can create custom sales stages that reflect your unique sales process, and drag-and-drop opportunities from one stage to another as they progress. The software also includes a reporting feature that provides insights into your sales performance over time.
Overall, Nimble is a powerful and user-friendly CRM tool that is designed to help small and mid-sized businesses to build better relationships with their customers. Its contact management capabilities, social media integration, sales forecasting, and pipeline management features make it a great choice for businesses that are looking to improve their sales processes and better understand their customers.
Bitrix24 CRM is a cloud-based CRM platform designed to help businesses of all sizes manage customer interactions and contact data to streamline sales processes. The software offers a wide range of tools for contact management, sales automation, marketing, and customer support.
Some key features of Bitrix24 CRM include:
- Contact management: Bitrix24 CRM allows businesses to store and manage customer data, including contact information, communication history, and social media profiles, in a centralized database.
- Sales automation: The software provides tools for managing leads, tracking deals, and automating sales processes. Users can create custom sales pipelines, set up automated workflows, and generate reports to track performance.
- Marketing automation: Bitrix24 CRM includes tools for email marketing, social media management, and advertising campaigns. Users can create targeted campaigns, track engagement, and analyze performance.
- Customer support: The software provides a range of tools for managing customer support inquiries, including ticketing, live chat, and knowledge management. Users can track customer interactions and respond to inquiries quickly and efficiently.
- Collaboration tools: Bitrix24 CRM includes a range of collaboration tools, such as team calendars, project management tools, and file sharing, that allow users to work together more effectively.
Overall, Bitrix24 CRM offers a robust set of features for contact management and sales automation, making it a good choice for small to mid-sized businesses looking for a comprehensive CRM solution.
Streak CRM is a unique customer relationship and contact management tool, that works directly within Gmail. With over 700,000 users worldwide, Streak CRM is designed for businesses of all sizes looking for a cost-effective solution for contact management.
Streak CRM is equipped with a range of features to help businesses manage their customer relationships more efficiently. Here are some of its top features:
- Pipeline Management: Streak CRM makes it easy to manage leads, deals, and projects by using pipelines. Users can customize their pipelines to match their business needs and track progress at every stage.
- Email Tracking: With Streak CRM, businesses can track when their emails have been opened and clicked on. Users can also set reminders to follow up on emails that have not received a response.
- Collaboration: Streak CRM allows users to share pipelines and collaborate with team members in real-time. Users can also delegate tasks, leave comments, and add notes to keep everyone on the same page.
- Integration: Streak CRM integrates with other apps such as Google Drive, Google Calendar, and Trello. Users can also use Zapier to connect Streak CRM with over 2,000 other apps.
Here are some benefits that businesses can expect when using Streak CRM:
- Easy to use: Streak CRM is intuitive and easy to use. Since it works directly within Gmail, users do not have to learn a new interface or switch between different apps.
- Affordable: Streak CRM offers a range of pricing plans, including a free plan for small businesses. This makes it an affordable option for businesses looking for a CRM tool that does not break the bank.
- Customizable: Streak CRM is highly customizable, allowing businesses to tailor the tool to their unique needs. Users can add fields, customize pipelines, and create filters to match their business requirements.
- Time-saving: Streak CRM helps businesses save time by automating routine tasks. Users can set up email templates, automate follow-up emails, and schedule appointments, saving them valuable time.
While Streak CRM has many benefits, there are some drawbacks to consider:
- Limited functionality: Streak CRM is primarily designed for small businesses and startups. It may not be suitable for larger enterprises or businesses with complex needs.
- Gmail dependency: Since Streak CRM works within Gmail, businesses that do not use Gmail will not be able to use the tool.
- Limited reporting: Streak CRM does not offer extensive reporting capabilities, which may be a downside for businesses that need detailed analytics.
Streak CRM is a powerful customer relationship management tool that offers an affordable and easy-to-use solution for businesses of all sizes. Its pipeline management, email tracking, collaboration, and integration capabilities make it a valuable tool for businesses looking to streamline their contact management processes.
However, its limited functionality and reporting may be a drawback for some businesses.
Capsule CRM is a cloud-based customer relationship management software that helps businesses manage their customer interactions, sales opportunities, and marketing campaigns. Capsule CRM is designed for small and medium-sized businesses and offers a simple, intuitive interface that makes it easy for users to get started.
- Contact Management: Capsule CRM allows businesses to store and manage all of their customer data in one place. Users can easily import contacts from other sources and track interactions, tasks, and deals.
- Sales Pipeline Management: Capsule CRM provides a visual sales pipeline that helps users manage their sales opportunities. The sales pipeline provides an overview of all deals in progress, including the stage they are in, the value, and the probability of closing.
- Task Management: Capsule CRM offers a task management feature that helps users stay organized and productive. Users can create tasks, assign them to team members, set due dates, and track their progress.
- Email Integration: Capsule CRM integrates with popular email providers such as Gmail, Outlook, and Yahoo! Mail. This allows users to send and receive emails from within the CRM and track email interactions with customers.
- Customization: Capsule CRM offers customization options that allow users to tailor the CRM to their specific needs. Users can add custom fields, tags, and categories to contacts, deals, and tasks.
Capsule CRM offers a free plan that supports up to two users and 250 contacts per user. The free plan includes basic features such as contact list management, task management, and email integration. Capsule CRM also offers paid plans starting at $18 per user per month that include additional features such as sales pipeline management, custom fields, and integrations with other business tools.
- Simple and intuitive interface
- Affordable pricing
- Good contact management features
- Offers a visual sales pipeline
- Limited customization options compared to other CRM software
- Lack of advanced features such as marketing automation and lead scoring
Overall, Capsule CRM is a solid choice for small and medium-sized businesses looking for a simple and affordable CRM solution. Its contact management tools and sales pipeline features are strong, and its email integration and task management tools are useful for staying organized and productive. However, businesses that require more advanced features may need to consider other CRM software options.
SugarCRM is a popular and versatile customer relationship management (CRM) software used by companies of all sizes. It offers a wide range of features to help businesses manage their interactions with customers, automate their sales and marketing processes, and provide better customer service.
In this section, we will explore the key features and benefits of SugarCRM.
- Sales Management: SugarCRM's sales management module enables businesses to manage their sales process more effectively. It provides a clear overview of the sales pipeline, tracks sales leads and opportunities, and provides real-time insights into the sales team's performance.
- Marketing Automation: SugarCRM offers a range of marketing automation features, including lead capture forms, email marketing campaigns, and automated lead nurturing workflows. These tools help businesses to attract and engage with potential customers and convert them into qualified leads.
- Customer Support: SugarCRM's customer support module enables businesses to provide better customer service by allowing them to track customer issues and manage customer support tickets more efficiently. The system also provides detailed analytics on customer support performance, helping businesses to identify areas for improvement.
- Mobile App: SugarCRM has a mobile app that enables sales and support teams to manage their tasks, access customer information, and collaborate with team members on the go.
- Customization: SugarCRM is highly customizable, allowing businesses to tailor the system to their specific needs. Users can create custom fields, workflows, and modules to match their unique business processes.
- Integration: SugarCRM integrates with a wide range of third-party applications, including email marketing tools, accounting software, and e-commerce platforms. This makes it easy for businesses to streamline their workflows and automate their processes.
- Reporting: SugarCRM provides detailed analytics and reporting capabilities, allowing businesses to measure their sales and marketing performance, track customer issues, and identify areas for improvement.
- Security: SugarCRM takes security seriously, with robust security measures and regular security audits to ensure the safety of customer data.
In summary, SugarCRM is a powerful CRM software that provides businesses with a range of features to help them manage their interactions with customers more effectively. Its customizable nature, wide range of integrations, and detailed reporting capabilities make it a popular choice for businesses looking to improve their sales and marketing processes and provide better customer service.
Contact management software has become an essential tool for businesses of all sizes to manage customer interactions efficiently. There are various options available in the market, ranging from simple and affordable solutions like HubSpot CRM to more advanced and costly systems like Salesforce.
Choosing the right CRM software requires careful consideration of the business needs and budget. Therefore, it's essential to research and compare different options before making a final decision.
Ultimately, the right CRM software can help businesses streamline their operations, improve customer relationships, and drive growth.
Choosing the right contact management solution or software depends on your business needs and requirements. Consider factors such as the size of your organization, the number of users, the features you need, and your budget. It's also helpful to read reviews and compare different contact management solutions and software options, before making a decision.
CRM systems (Customer Relationship Management) and contact management systems are related but not the same. While a contact management system focuses on managing contact information, CRM is a broader system that includes features such as lead management, sales forecasting, and customer analytics.
Contact management software is primarily used by companies to handle their basic contact management needs with customers. However, CRM software also includes contact management features as well as additional tools for managing customer relationships.
A contact management system is designed to help businesses organize and manage their contact records, data and information for customers, prospects, and other contacts. It typically includes features for storing contact details, a communication history tracking interactions, contact data, and scheduling follow-ups.
"Contact management software is focused on managing customer contact information and interactions, while CRM is a broader system that includes features such as lead management, sales forecasting, and customer analytics.
An email client or email management software is an essential tool for facilitating an email contact management strategy. It can help you organize emails, track interactions, and set reminders for follow-up tasks.
You can manage contacts without CRM by using smart contact records and data using tools such as spreadsheets, email clients, web data, or specialized contact management software. However, a CRM system can provide more advanced features for using contact data, managing customer relationships, and improving communication with your business contacts.
Managing professional contacts with a contact manager involves organizing and maintaining up-to-date contact information, a contact manager tracking interactions, making phone calls, and scheduling follow-ups. You can use a contact manager, contact management, software, or email client to help manage your professional contacts effectively.
"Contact and contact list managers help businesses organize and manage their contact data storage, list, and information for customers, prospects, and other contacts. They typically include features for storing contact details, tracking interactions, using contact info, and scheduling follow-ups.
Examples of other contact management software tools include HubSpot CRM, Salesforce, Zoho CRM, Pipedrive, and Agile CRM, among others.
You can improve your contact management by keeping your contact information up-to-date, tracking interactions and communications, setting reminders for follow-ups, and using contact management software or email client to help manage your contacts effectively.
It's also essential to prioritize communication and build relationships with your contacts to improve customer satisfaction and retention.