How A CRM System Boosts the Performance of Your Business
More customers means higher profit, but at the same time, it becomes more difficult to keep in contact with each one individually. Every day, sales managers interact with a huge number of existing and potential clients. The information taken from these clients or customers is usually stored in different files. Sometimes, more important things are noted down in notebooks or stickers. However, it can get confusing and you might forget who to call back and when. As a result, you might lose customers.
Besides, some sales managers or representatives consider databases as their private property, which means that they are not willing to share the information they have from their clients or customers with other sales agents. In the older version of data collection that would be understandable because they have actually put a lot of time and effort into gathering that data. So, if one of the sales specialists gets sick, goes on holiday, or even leaves the company, the database they had collected will be unavailable for the rest of the company.
A CRM system solves all these problems. It enables you to eliminate the human factor from the chain of sales at your organization. Customer Relationship Management is an automatic method of sales management. This system can effectively conduct both individual orders and big complex ones. This way, there will be no need for papers, notes, or complicated files. Let’s talk about some ways that a CRM system can really help you run a business better.
A Single Database
You can easily create a single database of contacts using a CRM software program. This database will be segmented according to the different criteria and parameters you have at your company. For example, if you need to classify your potential customers based on their age group, or how much money they are likely to spend on your services or products, it is absolutely manageable by a CRM system.
The personal data you gather and store on your CRM system allows you to do a full diagnosis of your potential customers’ needs and interests. How is this helpful? It is crucially vital for any business to stay up-to-date. If you fail to change yourself or your products according to the trends of society, your business will not be a successful one. This trend and information can be obtained in many different ways. One of the most popular and practical ways is through social media: how people interact on Instagram, what pages they follow, what content they read or search on Facebook, and what websites they browse. They can be used to the benefit of you and your company to adjust your services personally to address the needs of each customer.
What we mean by proper communication here is basically how you provide services for your customers, especially in case of post-purchase services. Imagine a customer has a problem with a product they have bought from one of your stores and they need to contact you. As soon as they reach out to you, you need to know a lot of things about them: who they are, what they have purchased, when they did it, which branch they went to, who the sales agent they talked to was, whether they paid in cash or by credit card, if they have been offered guaranty, and so on. If you do not have access to this information, the quality of your communication with the customer and the speed of you solving their problem will be jeopardized. Whereas, with a CRM system, any of your staff or customer service team members that are talking to the customer can access their information and easily help them without having to ask any unnecessary questions that waste both of their time.
Avoid forgetting Important Things
Human memory is not perfect and, as a human, you are liable to forgetting information that can be crucial to your company or its success. But, with a CRM system, any information about meetings, messages, contracts, and orders, will always be on hand.
Let’s say you run a catering business. At the beginning of the establishment of your company, you do not have enough funds to hire enough staff to keep things running 24/7. So, you have to have certain working hours a day, with a specific opening and closing time. You are worried that this way, you might lose some customers. As a matter of fact, you will. However, if you have a CRM system installed for your business, you can still receive orders from your customers even when you are closed. CRM allows your customers to make a purchase and schedule the delivery for another time, even though you are not working.
Customers appreciate the attention
Have you ever received a “Happy Birthday” message from your bank or your mobile provider? I’m sure you have. And it really does make your day, doesn’t it? This is another feature of a CRM system. With all the data you have stored in your system, you can schedule automated messages to be sent to your customers. It can be for their birthdays, for Christmas, or anything else you wish. This will make your customer realize that you care about them and you are willing to go out of your way to show them they matter. You won’t forget to wish your customers a happy birthday or congratulate them on other holidays. Remember all the important things with the help of a CRM software program.
Use CRM everywhere
Mobility is important to you? If you have a centralized CRM system for your business, you will be able to work from your smart phones or any other portable device even if you are away from the office or your computer. If you are a sales manager and have to commute between different branches or stores of your company several times a day, a CRM system is crucial for your work. Don’t miss opportunities because you are on the go!
Exchange Information with your peers
Effective planning and clear communication among colleagues is the key to the success of each organization. Are you looking for a way to talk to your coworkers? Do you have to call or email them every time you need to decide on a meeting time? A CRM system is the solution for you. This way you can chat within your organization with everybody and reduce the time you have to spend on internal communication.