1. Get a 360° view of your clients
Your customers use many communication channels: telephone, letters, emails, social networks, visits to agencies, etc. You do the same to contact them. This is called multi-channel communication. However, whatever point of contact you use, you are still talking to the same customer. Therefore, you need to be able to identify each customer, know how and when this customer has interacted with your business, and his or her needs. What a CRM software does is help you compile all this information in one single customer record.
2. Enhance customer satisfaction
Once you have identified your customer, you can understand him or her better, and offer greater satisfaction. To what end? To offer the products they need. Why not go further? CRM software can help you offer additional products. This means CRM software helps you implement and track marketing and commercial operations. One example would be sending mass emails or inviting customers to an event. There’s another undeniable advantage to having CRM software: you can target a specific audience in your database based on filters of your choosing. This is an ideal asset to offer each and every one of your customers the level of personalization they expect, and therefore generate satisfaction, and build loyalty.
3. Improve productivity
By centralizing all your interactions with customers and prospects, a CRM software helps you save time. Your sales representatives can focus on managing their business portfolio, their schedule, their sales pipeline, etc. CRM software also lets you automate certain tasks (e.g., workflows, optimizing time between two meetings) so that users can focus on higher-added value activities. Management can access dashboards to get an overall and strategic view. Bonus: if an employee leaves the company, all the data is stored in the CRM, so there is no loss of information.
4. Adapt how you do business
As you know, trends in your business sector evolve rapidly. To stay on top of the game, it is important, if not vital, that you embrace digital transformation. For this transition to be smooth, get the right tools. A CRM software solution suited to your current and future needs is one of these tools. That being said, do not forget that any CRM project is going to imply a shift in your corporate culture and so, good change management is primordial.
5. Go for modular and customized software
You can forget all those unpalatable Excel files that were shared among several people, with the inevitable question, “Where’s the latest, the most up-to-date version?” If you equip yourself with a CRM system, this will be a thing of the past. Better still: many software publishers offer modular and customizable solutions depending on your needs. If you want to take things slowly, you could start with one module, for example, one that offers only customer service features. Then, after a couple of months, or years, you can always upgrade to a second module for your marketing teams. Moreover, because each sector is different, you can tailor it to your needs thanks to customization features. You’re spoiled for choice!
Now that you know the main benefits of having a CRM system, adopting and implementing one will help you improve your efficiency, customer intelligence, productivity, etc. As for the managing the implementation of the software, don’t worry, experts will be there for to help you!
Are you convinced yet? Are you ready to launch your CRM project?