CRM stands for Customer Relationship Management and that phrase defines exactly what CRM is. It allows you to track every single interaction that your company has with both your current customers and your potential ones. Interactions are tracked whether they come in by phone, email or via your website.
CRM software capabilities may vary according to the provider you are using, however the majority of systems will have features that allow the tracking of prospective customer details such as name and contact telephone numbers. Other systems will have the capability to track phone calls, log emails sent in and out and monitor prospective customers’ social media feeds.
Advanced and more complex CRM systems have the capability of rotating sales leads and delivering them to the correct sales rep and logging all interactions with customer support teams.
The main goal when integrating a CRM system into your company is to create a system that works specifically for your company to fully enhance all the interactions that you have with your current and prospective customers. This is where SeeLogic’s expertise in CRM will work hard to ensure an outcome that will mean you benefit from a solid return on your investment and maintain a customer-centric focus.
The beauty of CRM is that your whole business will benefit from the introduction of CRM and it will enhance internal business relationships as well as external ones. This is because efficiency can be increased across all departments, for example – your marketing department can use CRM to ensure that they are rotating the right leads to the sales department, this will help to create a strong relationship between the departments as it reduces time wasting, for example, for sales reps who may have to hunt though different programs trying to work out which lead would be most productive for them to follow up next.
Currently most CRM providers (but not all) offer both on cloud and on premises versions of the same software. You will find that ‘in the cloud’ versions make it easy for your company to install and maintain the system. Typically you pay a monthly subscription fee to access your CRM in your web browser, rather than installing and hosting the software across your company’s servers.
Without doubt you definitely do! Regardless of the size of your organisation you can undoubtedly better manage and improve relationships through your CRM system. CRM helps you to avoid the pitfalls such as timewasting duplicated phone calls, which irritate both the customer and your team. It allows you to keep client details in good order easily. CRM will manage critical data about your customer so that it is easily accessible in one place. Missing files, omissions and endless mistakes will become a thing of ancient history to you.
As a rule of thumb if you’re running a business and you want it to grow and continue growing it’s not a question of ‘if you should get CRM’ it’s a question of ‘when’. Ultimately your success is dependent on not just keeping your customers happy but delighting them and making them want to come back for more again and again. Forming personal relationships with them, making them feel valued, delivering rapid and personalised responses to their enquiries, solving problems quickly and efficiently and generally making your customer feel valued and special is the key to your company’s longevity and all round success.
Like CRM itself, which is ultimately about communication, the first step is to ask your team and colleagues about their processes. This will give you a clearer picture of what is required in day to day tasks and an overview of what is necessary to support your whole team.
There are many CRM technologies that could potentially work for your particular business. However, to get the one that works optimally for you it’s essential for you to discover what features your business would benefit from most highly. This is where SeeLogic has innate expertise and can guide you smoothly through the process to find your closest match.
It’s worth considering the following questions before you start.
- Does your sales team have a process which they follow to ensure they get the right leads? If not then CRM can give your team a clear insight into which prospects are most engaged with your brand.
- Does your company work on large business to business (B2B) deals where you are interacting with a high volume of people in one organisation? If so a CRM system that can easily retrieve and organise someone’s data based on the company they work for will provide hugely beneficial to your business.
- What is the main way that your company interacts with prospective leads? Is it through phone, email, social media or a combination of all these methods? If so SeeLogic can advise you on how different CRMs can ease prospect interaction for your sales teams.