Customer relationship management is really not a new term when it comes to sales and marketing, but it’s changed in many ways since the old days of market research. The general idea behind what CRM is about is being able to grow your business’s relationship with your customer by having increased communication and being able to assist them when they have questions about your product or service. But today it’s more specific to a major software platform that keeps track of new sales, leads, ongoing communications, customer personal data, purchase preferences and so much more. Really being able to capture all of this down for every customer either on long form papers or even spreadsheets would be way too time consuming in today’s world. Hence the emergence of CRM software.
CRM Increases The Bottom Line Of Sales
When big sales or research projects are going on, your team members or clients are usually going to be in great need of up-to-date data that can be accessed in a heartbeat. This is one reason CRM has seen such increase in demand because now instead of having to have managers in different departments piece all the information together and send it out to team members in the field, it’s already stored in the CRM general data warehouse. When sales agents have this data on hand and can bring it up during sales calls or in-person meetings and negotiations, they now can appeal to specific customer interests or pain points. As Entrepreneur points out, fully utilizing CRM in this way can actually increase your sales margin by up to 30℅. It’s also possible you might reconnect with former client leads that you may have thought were previously lost if you use the right insights.
CRM Can Build Bridges Across Social Media
How valuable is it to know what your customers are doing on social media? You never want to be out of the loop there because when they mention or list you in any of their interests, that’s your opportunity to share with them and their friends how personalized or unique your company brand is. Using a social media tracking or customer listening tool is usually what customer service managers use to find out specific problems customers may be having and make the first step at resolving them. But CRM can also allow you to give them updates on recent information posting or useful tips on social media.
Most CRM Interfaces Can Be Designed To Be Easier
Probably by far and away the biggest concerns sales managers may have about CRM software is the learning curve for new users. As stated by CIO Magazine, it’s possible to have your CRM interface designed in ways that make navigating it easier for users. But it also never hurts to have training sessions where more tech savvy users can come alongside those who aren’t nearly as proficient with all the bells and whistles. The key is to remember that usually the ultimate ROI you get with the CRM system you purchase is dependent on employee productivity, which can be much higher if they’re completely comfortable using the software.
In summary, CRM has become a key way for businesses of all sizes to bring in more customers and retain them over the long haul since they can be better in tune with their needs. What’s important is that you’re using the right platform that can scale with your business and that fits your particular industry or departmental needs. There’s both expensive and cheap CRM software out there, but it may help to signup for a free trial first to test the platform out first and see if it has all the features you need.