With its roots firmly set in the late 1980s, Customer Relationship Management (CRM) software has come on leaps and bounds since the digital Rolodex and database marketing software of yesteryear.
In 1986 ACT! introduced the world to contact management software which allowed users to store and organize customer contact information.
The contact management software that followed from a myriad of suppliers formed the foundations of the CRM software tools we know today.
Cloud-based, on-premise, mobile solutions; we’ve now got a veritable sweet shop of options when it comes to choosing a CRM today.
What is CRM?
CRM is a technology used to manage interactions with customers and potential customers/leads.
A CRM system can help organizations build stronger customer relationships and streamline processes so they can ultimately increase sales, improve customer service, and increase profitability.
Why use CRM software?
A staggering 30% of companies have admitted to not using any kind of CRM tools at all and up to 60% of CRM projects fail to meet expectations (Base CRM, 2014). But when done properly, CRM systems can boost productivity by a whopping 26%.
With all of this in mind it's worth asking yourself:
Why have a CRM system?
Well a CRM has many advantages for businesses all sizes, but we have highlighted just a few reasons why a CRM solution may be the perfect choice for your business:
- It allows you to keep customer contact details up to date
- You can track every customer interaction
- You can manage customer accounts
- It will allow you to improve customer relationships
Now we have touched on some of the top reasons why you should consider this solution we can now dig a little deeper..
Below you can see there are 6 serious business benefits of having (and using!) CRM software:
What are the benefits of using CRM software?
1. Keep your company organized
One of the biggest advantages of CRM tools and software is the simple advantage of keeping your team and wider company organized.
You’ll no longer need to rely on endless spreadsheets, tatty notepads, or scribblings on the back of any spare scrap of paper; everything will be stored neatly online for the entire business to sing harmoniously from the same hymn sheet.
The majority of salespeople today are guilty of waiting until a Friday afternoon to complete their admin and update the CRM.
The best CRM software today comes with a mobile app that means you’re always connected to the pulse of your business.
These mobile apps mean that admin can be done in a few taps before they set off for their next appointment.
2. It’s secure
Your staff can move onto pastures new at any time and in the past, this typically meant they took their little black books, Rolodexes, and all their customer knowledge with them.
A CRM system is your safety net, ensuring that all your valuable customer information remains exactly that, yours.
Have your salespeople log their interactions, conversations, and action points on a secure, accessible system that will keep your data on lockdown.
One of the further security benefits of CRM is that no matter whether you part company with an employee on good or not so good terms, deactivating a user’s account takes no more than a few clicks in most cases.
3. It makes communication easier
Whether communicating internally or with your customers, a CRM system effortlessly empowers you and your colleagues to work smarter.
CRM Marketing enables you to send targeted communications that resound with your audience.
Sales staff can make smarter, better-informed calls to discuss a new product range and your customer success team will always have a 360-degree view of what’s been said, promised, and delivered to each customer.
Get under the skin of your customers, understand their pain points, and enable your team to build rapport with a few well-remembered facts.
A CRM tool will enable your employees to keep track of exactly what is going on with your customers; from which salesperson closed the deal to which account manager they have been assigned and what marketing campaigns they might have received.
Allowing your employees to work together as a team, utilizing the best CRM software means that you, as a company, will be in a better position to serve your customers.
One of the big benefits of a CRM solution is the ability for your team to self-manage.
They no longer need to be instructed on which accounts need follow-ups, which need to be called or which are having a few teething pains – most good CRMs allow the user to filter on last call date or flag certain accounts as priority accounts.
On the other hand, using CRM tools will allow you to rank your top customers and ensure they are always a priority for your account managers.
With fully customizable contact profiles, a CRM system will allow you to build out a full profile for each and every one of your customers.
This leads us nicely onto the next point: the benefit of smarter, more targeted marketing.
5. Better marketing
Marketers love data, even more so when it’s contact data that is segmented into neat little easy-to-market chunks.
Everyone knows that mass marketing tactics are no longer acceptable. Niche marketing is today the only way you can really get your message to resound with customers and prospects alike and get them to act on your campaigns.
It’s just lazy marketing.
That’s where CRM marketing is different. Storing the information which matters to your business about each contact is a game-changer for any marketer worth their salt.
From their industry to any associated trade associations, primary competitors, and even key business challenges – having as well-rounded a view of your contacts and what really matters to them is imperative in order for your marketing to stand out amongst the masses.
6. Track the customer journey
One of the most important benefits of CRM is that allows you to monitor the precise movements of your customers – from their first interaction with you through to becoming a customer.
Armed with this information, sales, marketing, and customer success can determine the effectiveness of each of their respective departments.
Maybe you need an extra brochure or case study from marketing for the early prospecting stages?
Or perhaps customer success could use a handy FAQ guide to share with their customers to optimize their efforts?
Having access to this kind of information is worth its weight in gold.
Not only can you understand what is working well in your sales and post-sales process but you will be able to continue to improve on your processes and optimize your efforts as a team.
A central CRM system means that every step of each customer’s journey is documented, allowing you to create a full profile of each and every customer.
What they like, what they don’t like, what they’d change – feedback is king so don’t be afraid to ask for it!
Isn’t it time your business experienced the benefits of CRM?
sales-i offers an integrated CRM tool that can deliver all of these benefits and more, through gaining a deeper understanding of your customers and the ways they interact with your business.
Looking for the best CRM software? Look no further than sales-i.