Whether or not to invest in a CRM system is a hot subject in the business world. And why wouldn’t it be? A good CRM solution is able to completely streamline business processes, which include prospects, leads and customers. But we know that the phrase “streamline the business process” is much too vague to encourage you to try one of these systems, let alone buy one.
In addition, being too careful when it comes to investing in business software is an excellent and preferred mindset. This is why we have put together a list of four game-changing benefits of CRM systems for you to go through. Here is how this software tool makes customer relations better and improves employees performance.
More Information on Your Customers
Do you remember the time when you were starting your business? If you do, you know how important it is to come to an ideal buyer persona before you start doing any business. Well, with a CRM solution you will be doing something very similar, but for each of your prospects, leads and customers individually.
Thanks to advanced features modern versions of CRM system have, you will be able to get your hands on all kinds of information on your customers. Some tools even enable sales and marketing departments to get insight into social media activity of their customer base.
With all that information at your disposal, you will be able to offer your potential and regular customers a custom-tailored experience. You will also be able to track and record all interactions between your company and customers and quickly find it and access it thanks to the searchability these tools offer.
With the new technologies, new possibilities for business software implementation emerged, and nothing has brought greater changes than cloud technology. CRM software vendors quickly adopted it and started offering their products as other software as a service (SaaS) companies.
How does this benefit you? Well, for starters, you don’t need to invest into IT infrastructure or expensive IT teams to maintain both hardware and software. Besides, you will be able to access the software and start using it immediately after you purchase it. All you need is a stable internet connection and any of the Internet browsers installed. With cloud-based CRM your organization can benefit from true mobility. Something your field staff will learn to appreciate really quickly.
CRM software vendors are also making their products available on smartphones. In fact, many of the leading SaaS CRM companies on the market have dedicated smartphone apps. This includes all popular platforms, Android, iOS and Windows Phone.
The Power of Automation
Getting customers interested to a product or service is not an easy task, let alone navigating them through the customer journey and being by their side at all times. This process consists of dozens of small task and actions. Entire organization has to perform well as a team in order to get a customer to come to a purchasing decision.
These time consuming tasks include forms, reports, conversations, legal issues, and many more. As the organization and market grows, these tasks become a heavy burden each employee has to carry on a day-to-day basis. Not to mention that it increases the risk of errors that might make you lose precious customers.
CRM solutions are built to automate the majority of these repetitive tasks that eat big chunks of time and energy in-house. This benefits both your employees and customers. With more time on their hands, your staff will be able to devote their attention to leads and customers, thus increasing sales and improving customer satisfaction.
Top-Notch Customer Service
We already talked about how the automation aspect of this tool saves precious time for your employees. In order to improve customer service, you will also have to be able to save and respect the time of your customers, especially the ones who experience problems with your products or services.
A CRM tool will arm your service department with all the information necessary to resolve problems very efficiently. This information includes past purchases, the history of customer-company interactions, problems other customers experienced with the same product or service, and possible resolutions to that problem.
With CRM, you will be able to record new resolutions and store them in the system, so that your colleagues can grow into experienced professionals. Some of the CRM tools also come with a built-in knowledge base, which you can use to publish documents that can be valuable for the customer support department, as well as the customers – FAQ, Guides, HowTos, and more.
CRM tools come with extensive project management functionality. You will be able to create, assign and monitor tasks, create a schedule, and specifically assign tasks to each of your staff members. With time and progress tracking streamed in real time, you will be able to see exactly what’s going on anytime you wish.
This comes with extensive collaboration tools as well. You will be able to directly communicate with your employees and help them anytime they require your assistance. Furthermore, they will be able to communicate and cooperate as a team.
This collaboration functionality is extremely useful after the launch of a new product, when the entire team has to be at its best. CRM software enables a smooth flow and exchange of information, and if you opt for a cloud-based one, you will be able to do it on the go and from any device.
CRM tools are very powerful solutions now made available for businesses of all sizes. As you can see, they offer quite powerful benefits for businesses seeking to find a tool that will get them that competitive advantage.
Using a CRM system generates valuable data over time. If you leverage the built-in analytics features, you will also be able to assess your sales and marketing strategy efficiency and pinpoint the bottlenecks in your operation.