16 Sep 2015
What is CRM (Customer Relationship Management) Software Really About?
in Technical Blog by Kae Verens
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! Imagine this: 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:
- Initial Contact