What is CRM – CRM or Customer Relationship Management software for its acronym in English? It is a tool designed to help sales and marketing teams. Above all, to manage the way they relate to their clients and prospects.
Before, companies had a rather curious system for scheduling meetings, scheduling calls, or even keeping a portfolio of clients. They did everything via post-its, road books, notebooks, Rolodex, email histories, or spreadsheets. In short, it was a highly complex task to carry out, disorganized, and above all, a significant amount of time was wasted.
A CRM is a computer technology tool used for the organization and administration of the contacts of a company. Its primary function is to help its users to centralize all their customer information. Also, to organize the activities that must comply with them and collect statistical information on their performance.
In the same way, CRMs are an excellent tool to promote teamwork and information transparency. It is because it creates a work ecosystem for the entire commercial area. In this ecosystem, comparing results are sharing data is extremely easy.
You may be wondering: Who can use this type of tool?
The answer is easy: Any company that has a commercial department. A CRM can help you:
- Manage subscribers via email
- Organize and track relevant information that allows us to find new prospects
- Manage sales opportunities
- Manage the work of your sales team and measure the results of your collaborators.
- In general, when you are looking for a CRM system, you need or want to simplify your sales processes.
With a sound CRM system, you can keep abreast of your deals and information about your prospects and organization. You have reminders of all kinds, tasks to do, or key points to mention in the meeting with your option.
CRMs are not just information storage centers. As technology has advanced, these tools have evolved and helped us to:
What is CRM –
- Generate leads through digital means such as web forms or artificial intelligence chatbots
- Nurture the relationship with potential customers
- Automate administrative work, conversation flows, and follow-up to our clients
- Identify the best deals within our sales funnels through artificial intelligence
- Measure the results of our commercial efforts in real-time
- Overall, it makes processes more efficient and your team’s work a lot easier.
- Internally, a CRM helps salespeople automate their sales activities. It also benefits managers to keep track of the performance of their entire team.
With a CRM, you will know when to communicate with potential customers, what to say and how to say it.
The Basics and Benefits of a CRM
We will start by explaining how CRM platforms work and the benefits of adopting one in your organization.
CRM strategy and technology and how they work together.
Creating a strategy for customer interaction management · Training your support team to deal with a diverse set of customers · Navigating difficult conversations.
Here’s a four-step process for evaluating your business and creating implementation strategies for your CRM:
- Identify internal challenges
Look for obstacles that your customers may have when buying. It also identifies areas that complicate the communication process. Both with your clients, the collaborators of a team, and the different departments of the commercial space.
- Map the customer life cycle
Document how your prospects find you, how they interact with your product and your salespeople. What is their experience when consuming it, and how is it that they finally become customers.
The sales process must work alongside the customer journey to guide them where they need to go.
- Define your metrics
Establish benchmarks to be able to evaluate the performance and productivity of your commercial area.
Based on these key performance indicators, you can define what the activity objectives are. That applies to both your sales team and your technical or logistics support area.
- Stages of the business
Have you adopted a new CRM? Take into account and note the entire series of events that you need to make everything work perfectly. This way, you can avoid technical setbacks.
How can CRM technology help you improve your sales process?
As we already know, the CRM platform facilitates the sales process. It is the first step for its correct implementation.
The automation process is one of the main benefits that a CRM platform can provide you. Instead of carrying out the activities manually, you find yourself with properly organized and automated processes. So you can focus on what matters. Selling. A CRM can benefit your entire organization. It can be applied in every area of your business! When we talk about automating, we are not only referring to a sales approach. A convenient example is the issue of billing and logistics.
You can send an automatic email to your billing area introducing them to your new customer. By this means, you share all your billing data and information about your purchase. You can also send the customer’s order information and delivery address to your company’s logistics department. All this with the simple fact of marking a deal as won.
With single automation, you have just saved hours of work for your commercial area. You have ensured that the administrative processes of your company are being fulfilled on time.
Why Use a CRM?
A CRM is a tool that encompasses the entire customer experience. It is not just to increase sales as some people think.
What does a client expect from you today:
- That they know
- Personalize every interaction
- That you teach them
- That you anticipate their needs
- you give him a high-quality service
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