Everybody who works or has worked in a call centre or sales based environment will know what a CRM is. They may even have been told at one stage that they need one.
Either way, the real burning question is this:
What is CRM (Customer Relationship Management) Software really about?
Well you have come to the right place, let\’s get started.
What is a CRM?
CRM stands for Customer Relationship Management. I know what you\’re thinking. Whaaat?!
Yes it is a bit of a mouthful, but as always technical terms are meant to sound like that, technical. It is actually quite simple to explain really. It refers to a piece of software that tracks all communication with your customers, past, present and future. Depending on your service provider, the features will vary but it will always be known in the business as a CRM.
Most CRM\’s will have features included to keep track of past, current and potential customer details like contact numbers, email addresses etc. Other service providers can allocate leads to a sales rep and keep track of correspondence with support teams and much more.
What is the ultimate goal of implementing a CRM?
It\’s quite simple really. The goal is to create a process that your company can use to increase productivity and effectively interact with current and prospective customers.
You will find throughout companies that implement CRM software, leads will be allocated to sales agents when desired. This increases productivity as the sales agent doesn\’t need to go through many different avenues to get details for each call, everything is in one place. Everything they need for each and every call.
Everyone is using the cloud these days, everything from storing pictures of loved ones, holiday videos and even storing songs they have downloaded. CRM software companies are no exception to this. Most are stored in the cloud making it just that much easier for a company to maintain their system without the need of big, chunky servers with a designated room.
The Burning Question: Do I really Need One?
To be completely honest, YES!
You have records of all your customers stored in an excel spreadsheet. You need to find mobile numbers, email address, account numbers, some of which are missing from one but included in another. Then add those records to another spreadsheet, which you then finalise and prepare for the managing director of your company. Imagine doing this for 10,000+ customers to be split and distributed accordingly.
Well I don\’t have to imagine this: I had to do it! Needless to say the mere mention of Microsoft Excel makes me feel uneasy.
A CRM is a piece of technological magic. It will automatically keep track of your customer info so you can focus on the bigger picture, expansion. Whether you are a big or small company, a CRM is an absolute dream to have implemented in your company and it will make it easier for you to manage your workflow and it will also increase your workflow.
Which CRM Software Is Best For Me?
There are a lot of CRM software options out there that would work for your business but it all depends on how you want them to work. Settle on what features your business really needs and when deciding on CRM Software, ask yourself these questions:
Will your sales team be able to know who and when to call with the current processes you currently have in place? If the answer is no, implementing a CRM will give each sales agent a much better insight into which potential customers could be turned into actual customers.
Do you make contact the same way for all prospects? Is it always by phone, email, LinkedIn, all of the above? A CRM could make your customer interaction much simpler for sales agents.
Is your company one that regularly deals with large B2B contracts and require you to interact with lots of different people within lots of different departments? If this is the case, a CRM would enable you to pull all of the relevant data you need based on the company details you have.
If you want to know what will work for your company, ask and answer these questions for yourself. Take a look at your daily processes throughout your sales department and as a whole. Let that be your guide on whether you need a CRM system.
What Is The Most Important Feature Every Company Will Need?
Perhaps not a feature per say but to properly communicate and track your company\’s leads and current customers at every stage of the buying process, your CRM needs to achieve this. Full Stop!
FIELDMOTION\’s Workflow Management Software can do all of this and much more. Click here if you would like a free demonstration of our software.[divider scroll_text=””]
The Bottom Line: If you are running a business and want to keep expanding, you should get a CRM. Every business\’ success relies on the ability to delight your customers. If you know all you can know about your customers, you can deliver first class customer service while solving problems at a much faster rate. I hate this word but you would be delivering a \’Bespoke\’ experience in which a customer feels special, which will in turn, help you grow and prosper.
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