Customer relationship is the most important aspect of any business. Whether your business is big or small, customers are always considered as king since without them the business will neither operate nor will be able to pay salaries and bonuses to your employees. In this digitally enabled world, when digital transformation is at a boom, an entire “customer revolution” has taken place. Now, businesses need to go above and beyond expectations and deliver a great customer experience, if they want to be competitive.
For this, they need Customer Relationship Management (CRM) Software. If the cloud CRM software is implemented, then your business can be successful. Spreadsheets get lost and become outdated while business cards become useless as they lay idle on the desks. These obsolete techniques usually don’t help you to grow in this highly competitive, fast-paced world as these customer strategies miss something important i.e. collaboration.
Imagine a scenario where your top two salespeople pursuing the same prospect. Not only, will this start in-house competition but also make potential customers annoyed. Another scenario can be misplaced customer contact information. If it happens then there are chances that you will lose your client to a competitor. An integrated CRM solution helps in optimizing your operating processes, helping you to make the most of your customer relationships or sales leads.
With CRM, you can easily track all customer interactions. Since emails remain in your system and not in each person’s mailbox, you get the upper hand while talking to a customer or prospect by knowing what the company is talking about. By centralizing information, CRM gets everyone in the organization on the same page.
By implementing cloud CRM software, you can easily acquire vital customer information such as demographics, location, spending habits, preferences, & feedback. It will help you in designing your marketing campaign which in turn helps in your business growth. Furthermore, you will increase your profitability by streamlining administrative processes in your sales, marketing, and service divisions.
As per recently conducted research, 93% of buyers begin their buying process with an internet search. Around 86% of buyers are willing to pay more for a great customer experience. As a growing business, don’t you want to create leads automatically from the website or make repetitive tasks auto-generated. To get a competitive edge in your marketplace, a CRM solution is a must. CRM software takes off the burden of your employees by automating your business process.
CRM Solutions like Zoho, Salesforce, NetSuite CRM+ or Microsoft Dynamics 365 Sales help you to organize your customers and contacts. You can easily make your data more accurate. By taking the help of Salesforce Partners in USA or other CRM consulting firms, you can categories your data like Customers, Lost Customers, Prospects, Suppliers, Partners, Potential Partners, Influencers, and Inactive Customers based on different customer retention programs.
CRM software keeps vital information such as past-purchases, customer buying history, & past activities. Information can further be used to deliver more personalized experiences. Leveraging this information, you can create more engaging marketing campaigns. Understanding specific customer requirements and leveraging historic trends, you can create marketing campaigns that yield better results. A more personal approach and effective targeted marketing communications help you to engage more potential buyers.
Customer service plays a crucial role in customer retention. It is really important to know who your unhappy customers are. Leveraging CRM, you can easily hear out your customers’ complaints or negative experiences. With all information stored at one central location, it can be easily accessible by your team for the quick resolution of complaints. With the help of robust CRM, you can easily gain valuable customer feedback regarding defective products, misinformation, lack of guidance, or below par after-sales services, etc.
Summarizing the advantages of using CRM
Streamline your sales process –
CRM helps in the entire customer journey from lead capturing, converting it into a customer, and closing subsequent opportunities. If your sales team needs to handle different parts of a chain then with the right CRM solution, you can program customer-related tasks, and assign them to members of your team. This will transform your sales process while delivering improvements in retention, engagement, and monetization.
Centralize customer information –
When customer data is stored across disparate systems or in separate spreadsheets, it will create data silos. By centralizing customer data, cloud CRM ensures that your whole team will be able to access this information and update it in real-time. It also ensures that everyone stays on the same page. Furthermore, it will save both time and effort of your team, since they won’t have to scramble to access a client’s file in a pinch.
Accompany the customer journey –
With the right CRM solution, you can plan your course of action. It will help your sales team to focus on closing, rather than expending time doing paperwork. Using CRM, you can keep track of the process of signing a new customer. The information will be automatically available to the whole team, both sales, and support. Your team can stay connected with a customer at regular intervals to encourage product adoption while your support team can quickly solve support tickets.
Foster inter-departmental cooperation –
Coordinating sales, support, marketing, and development is a tricky affair. It requires smooth cooperation between teams. If there is a lack of inter-departmental cooperation then customers are the ones who suffer. Leveraging CRM, you can assign tasks and see how those tasks are fulfilled. Since everyone can access and add to the information in your CRM, different teams can work collaboratively rather than concurrently, by sharing insight, leads, issues, and solutions.
Improve Productivity –
CRM increases your overall efficiency while improving profitability. By enabling your team to focus only on most profitable customers, CRM saves your money, time, and holds your employees accountable.
How to find the right CRM solution for your business?
We would like to recommend that you should brainstorm what you want to accomplish by implementing a CRM. Possible goals which you want to achieve may include
- Improve your customer service
- Reduce customer churn
- Keep your data secure
- Better understand and refine your sales process
- Make your team more organized and productive
- Allow your team to work remotely
- Develop a more effective lead generation strategy
Based on your short- and long-term goals and objectives, you can easily find out the right CRM solution. You can also take the help of CRM Consulting firms in picking the CRM solution. Once you’ve decided on the CRM, you can select a partner who can help you in the implementation, data migration, & support.