Wonder how the big enterprises operate seamlessly? Imagine the load of work an enterprise like Amazon must have and yet be successful! What can be one of the success factors behind Amazon being the world’s top most companies in online retail selling? How did it find out that I am searching for a particular head phone set? And how does it send me an e-mail when the item that I was searching showed ‘Out of stock’ suddenly becomes available? It solves the customer’s issues graciously and without the need to keep waiting to hear from the customer service departments. All this and many more is resolve by CRM!!
Let us check what more CRM has to offer:
1.CRM Multiplies your Business Growth:
Most of the functions which were handled manually by the operatives are now taken up by the CRM software. Imagine handling a load of customers manually each day! As you grow, it almost becomes impossible to handle such functions manually. CRM relieves you off that burden by taking it up on itself. When the routine and clerical work is taken up by the machine, more important decision making and analyzing tasks can be focused by the executives which will multiply the growth of the company. The company as a whole becomes efficient and the productivity enhances. Even the employees will be more interested in challenging work which is left behind after their laborious work is taken up by the CRM.
2.Data Organization and Centralization:
CRM acts as a store house of data collection in the sense that all the customer data like its contact details, transaction history, appointment dates, suggestions, etc are stored in one centralized dash board which can be accessed by anyone at anytime. This ensures systematic arrangement of data at one place rather than spilling all over different spreadsheets.
3.Concept of ‘One Team’:
CRM unites various business functions like production, sales, finance, marketing, etc as any such one department depends on the other either for input or output. In such a case, organized flow of such information helps them function effectively. Like the customer issues are necessary for the customer service group to help them resolve the query, at the same time the production department is aware about the flaw in the product pointed out by that customer, at the same time the marketing team can focus on how to deal with that group of customer.
4.User friendly interface:
CRM dashboard is user friendly with just the basic level of understanding the transaction codes to be used for the particular function. Say suppose I as a customer is not satisfied with the company’s product say a mobile phone. The CRM already has noted down my name, contact details/customer id, order number, date of order, date of receipt, item details. Now when I revert to them about an issue with the sound of the phone, the representative just takes my order number or phone number to track down the above transaction history without my need to speak out each and every detail. After that my grievance is noted down in a column that portrays pending issue –as Sound not audible. That will stay there till the issue is resolved and each and every member of the company can check the dashboard on whether it is resolved or not.
5.Personal touch with customers:
CRM tools like Infusionsoft and Hubspot permits you to stay in the contact of your customers by sending them e-mails about upcoming appointments, updating them with promotional offers, sending them birthday/anniversary wishes, or new product launch information, etc which makes the customer feel an important part of your enterprise.
6.CRM Nurtures Your Leads:
The CRM points out what the customer likes and dislikes and what they suggest for the product which shows what they want. This can be taken as a lead by the company and focus on that particular group of customers for each product accordingly. This saves a lot of money in the form of expensive mass advertising. Likewise, the customers can be filtered and prioritized before approaching anyone randomly wasting time and money. CRM features like generating auto e-mails, meeting reminders, auto follow ups etc eradicates manually tracking the customers. Social media marketing can be used to check profiles of potential customers demands if they match with your product and can then be approached directly which enhances the accuracy of lead conversion.
CRM enables to classify the customers based upon similarity traits towards judging a product. Then different strategies are used to tackle different groups of customers or potential customers. For example, If a customer has visited your website regularly and is mostly inclined to say ‘home décor items’. It signifies that she is in need of some home décor, accordingly she becomes a part of the group for home décor. Transaction history can also be useful as it reveals what that particular customer has bought from you in the previous deals.
8.CRM facilitates Automation:
Manual interaction with each and every customer becomes impossible but CRM automates communication with the customers and leads. Huge manpower is saved by the help of CRM which can be more effectively used in other ways that a machine cannot do.
9.CRM Sends Out Specific offers:
In addition, if your company is offering free downloads, e-books, promotional offers, new launches, etc CRM automatically send out those e-mails to the customers.
10.CRM retains your Customers:
Cultivating a deep relationship by regular interaction with your existing customers can not only help you in retaining them but also get you additional customers by the technique of customer referrals. As the satisfied existing customers become a brand ambassador of your product on his own will. A satisfied customer will keep returning till you care for them. So, keep a track of what they have recently purchased and even if slight chances are there that they would be interested in a product near to their previous purchases, through CRM, identify those and hunt them down and contact them.
11.CRM provides reports to measure performances:
CRM allows you to access reports and metrics. CRM software provides reports which can be used to analyze the departmental performances to aid in identifying the flaws and take timely decisions. Moreover complex cross department reports can prove to be very helpful in carving the role of each department without any ambiguity. When decisions are taken timely, and the loopholes are filled in, the growth will double in no time. CRM also keeps a track of how a particular customer responds to auto calls and e-mails and then generate reports likewise to study the customers which help in forecasting sales.
12.CRM Connects to Other Services:
Infusionsoft integrate with WordPress and other payment platforms. Hubspot integrates with Zendesk, Google Drive and more.
13.CRM Uses Social Data:
Some CRM tools use technology to find ways of collecting customer data. A tool called Nimble, goes through various social media websites to study profiles of customers. Through which the company can create customer target groups according to the data and the product in picture.
How to identify the best CRM software?
The one that is simple has user friendly interface and is convenient to use. It should be able to manage data and supply it on demand and in a way that solves the issues immediately. Any complex arrangement of data will not be understandable by non technicians and will lose the grip. The best simple CRM software works the same way on mobile, desktop so training becomes simpler. CRM should easily integrate with Outlook or Gmail. Operation should be speedy else it is a waste of time.
The latest CRM software has used the technology to the best and has evolved with a lot of automations.
This CRM tool automatically updates by collecting data from sources like social media profiles or emails. Keeps a track of data exchanged with customers and pulls information from call logs, e-mails. Emails can be sent automatically when the customer falls under a certain segment. It is easy to use on mobile devices too. Most CRM systems are still built for computer interfaces, while the internet is now primarily accessed from mobile phones. Therefore, no need to take your laptop everywhere as Salesflare’s offer access to the data through your mobile device including all the CRM features on your finger tips.
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