Customer relationship management (CRM) software is a way of managing past, current and potential clients. It is one of the best ways that a company can use to understand as well as manage its daily interaction with clients.
Most people see CRM as a contact management system with a few features that make it easy for them to manage their clients. While this is true, there is a lot more a business can benefit from a CRM system.
A powerful CRM system comes with so many features that can help you manage your business from anywhere. The good thing about CRM is that it can easily be integrated with any software – in case you want to use a feature that is not available.
Here are six things you should know about CRM systems:
1. Keeping track of customer queries
Customers usually use different platforms to ask questions or give proposals about the services and products of a company. If you are not able to track their communication and the circumstances under which they initiated the chat, then it will be difficult to track their purchase journey.
With different channels of communications such as social media platforms, email, websites, and telephone being used by customers to reach you, it is very easy to lose track of their communication.
This is where CRM systems come in. CRM helps you to track all these conversations and later gives you a border perspective with regards to the customer.
2. CRM enhances collaboration with teams
One of the major issues that companies face today is the lack of coordinated communication between various departments. This is particularly common in sales and marketing departments where different teams work without collaboration in terms of communication.
Despite the fact that sales and marketing have different roles, sharing insights and information is vital for the overall success of the company. A CRM system basically serves as a bridge between sales and marketing teams
3. Helps you pay attention to social signals
It is always important to keep track what your competitors are doing and how your industry is generally fearing. The best way to do this is to watch and track their conversations on different social media platforms.
A CRM system makes it easy for you to pick out key players in the industry and keep track of all their social media accounts so that you can properly listen to what they are saying.
This is also important when it comes to brand monitoring – something that is crucial in understanding your market and how it is affecting you.
4. Manage your business remotely
The world is rapidly changing and the brick and mortar model of running a business is quickly being replaced. You don’t have to be physically in a certain office to run your business. CRM systems have come in handy as far as remote working is concerned.
All you have to do is install a CRM system on your mobile and you will be able to track and monitor your business from anywhere in the world. Besides, your employees can also do the same, especially when they are in the field.
5. Do proper research and gain business insights
Another thing you need to know about CRM is that it comes with sophisticated statistical processing features. This helps to keep you updated on what’s happening in the industry as well as gain insights that can drive your business in a particular direction.
6. Implementing CRM can take some time
As you think of incorporating CRM as part of your business communication strategy, it is important to understand that the implementation process can’t be done overnight. It requires enough time to plan in order to make the system effective for your business.