Customer relationship management (CRM) enables a business to deepen its relationships with its customers, service users, colleagues, partners, and suppliers.
Forging good relationships and keeping track of prospects and customers is crucial for customer acquisition and retention—this is the core function of a CRM.
A CRM can help you see all your interactions in one place with a simple, customizable dashboard that tells you in a single glance the entire history of your interactions with any given customer, the status of their orders, any outstanding customer service issues, and more.
Gartner predicts that by 2021, CRM technology will be the single largest revenue area of spending in enterprise software. If your business is to thrive in times of rapid change, you need a strategy that is future-proof. For forward-thinking businesses, CRM offers a robust framework for that strategy.
In this article, we explore CRM systems and their benefits and usability in sales processes. Whether you are familiar with CRMs or are reading up about them for the first time, you will surely find some interesting and helpful information about CRMs in this article.
Easy customer relationship management
A CRM is a helpful tool that helps businesses focus on their company’s relationships with different people. These people can be their customers, their own team members like salespeople, their suppliers, and any other colleagues who are part of the business.
Although CRM systems are used in many different industries for different purposes, they are mainly used by salespeople and marketers to manage their relationships with their customers.
What exactly is a CRM software
A CRM is a complex software that helps salespeople collect and record customer data. This data can be a customer’s contact information such as phone number or email address. The customer’s social media profile’s contact information or the URL of the website the customer owns or the URL of the website of the company the customer works for can be also monitored and saved.
Furthermore, other information like the latest news about the company’s activity or the client’s personal preferences on communication can be recorded as well. All in all, a good CRM software organizes all of the necessary information the sales team needs.
Moreover, it also gives its users a complete overview of the customer’s profile and the collected information even if this customer is a big company. With the help of all of these functions, salespeople are able to understand each customer’s behavior and relationship with their company. With this, the members of the sales team will be able to personalize their actions and offers when they are communicating with the customers.
In conclusion, a CRM software is a tool that gives you a complete view of your potential and existing customers’ behaviors by capturing all of their interactions with your business.
Importance and benefits of using a CRM
CRM systems are crucial for companies that want to deepen their relationships with their customers. A CRM system will give your business the opportunity to make the best offers and maximize profitability.
What does it mean from a customer’s viewpoint? Imagine that you are the owner and the CEO of a small business and you are having trouble with your business’s marketing system.
What would you do in this case? If you haven’t worked with an agency that provides marketing services before, you will probably start searching for one. In almost most of the cases, the searching process will probably seem endless and finding just one agency that looks fine is not enough.
You have to do serious market research in order to create a list of agencies you want to examine and choose from this list the one you want to work with in the future. Unfortunately, this can be a 1 or 2-month long process and you cannot even be sure that you will find the right company.
What if one company stands out from the crowd? What if the team of this company always knows what to say to you and they completely understand your business’s needs? What is more, what if they create an offer which is perfectly tailored to your needs? In this case you will probably stop searching for other service providers and choose this company’s services.
By analyzing this short story, you can clearly see that an agency or a company that can speak to their potential customers at the right time and communicates the message that is tailored to the customers’ needs is an all-time winner.
Also, read – CRM hacks for small businesses
A CRM can help you achieve all of this with utter ease.
Using CRM in sales processes
In this section, we are going to give you some examples of how CRM can be effectively used by sales managers, salespeople, and business owners. What is more, you will learn some tricks and inspiration too.
As a sales manager
If you choose the right CRM software you will be able to get full visibility into your sales pipeline in real-time. What is more, you will be able to create and download detailed sales reports on sales activity, your team’s productivity, and your team members’ individual performances. Moreover, by using a great system, you will be always up-to-date about how your team is tracking toward the quota.
Motivating your team and giving them a tool that can save your team members’ time is also your responsibility as a sales manager. By working with a CRM system that supports your team you will be able to make the sales process faster but also reduce the stress your teammates face.
As a salesperson
If you have been working on the sales field for many years you are probably very familiar with giant and endless Excel sheets. These sheets probably used to work very well in the old times, but now, when there are 20-50 incoming leads every day you can easily lose control. These sheets cannot be fully automatized so if you forget to constantly write the newest information into them, you will get lost more than easily.
If you are a salesperson, you have probably dreamed of a system that is easy to use and measures and records your activities automatically. Fortunately, nowadays there are many great CRM softwares that can help you control and monitor your sales processes.
Usually, you can quickly learn to use these systems and they are able to serve you as a personal assistant. For instance, you can set reminders for yourself, moreover, your calls, emails, meetings, and notes are tracked automatically in a CRM software.
As a business owner
If you own a business you have to pay special attention to organizing your stuff. Especially if you are a small business owner your list of tasks can be endless. For example, you have to collect business cards from events, but you also have to have a list of your LinkedIn connections. You also have to take care of the sales processes in the company too. Needless to say, even if your company has a salesperson, your potential customers might reach out to you directly through LinkedIn.
In conclusion, if you want to track your activities and keep everything organized, you must invest in a CRM system. This will help you to control everything, including the sales processes within your business.
By now, you probably see that having a CRM system is crucial if you want to make your company’s sales processes more effective, track your teammates’ time and effort, and create the right offer for the right customer.
Not having a CRM can be really harmful for your company as you end up relying on slow, unreliable manual sales processes that take a lot of time, effort, and money.
It is really a no brainer that you find the best CRM software and start using in your sales processes immediately.
We assure you that it will make your life easier.