Customer Relationship Management (CRM) software offers centralized tools for storing, organizing and analyzing important customer data. While worthwhile, keeping excellent data records can be time-consuming and prone to error when done manually. CRM software helps to convert leads, retain existing customers, and improves internal processes.
CRM systems can be beneficial across departments, from marketing and sales to customer experience and support. Centralizing all of your customer, lead, and sales data into one powerful CRM platform can streamline processes, improve lead conversions, drive sales, and help shape companywide decisions regarding new or existing business.
CRM systems contain features and tools that will benefit all types and sizes of companies, including:
- Easy-to-Use Interface and Dashboards
- Contact Management
- Calendar Integration and Management
- Interaction Tracking
- Task Management
- Email Integration
- Social Media Integration
- Lead Management
- Sales Pipelines
- Lead Scoring
- Lead Tracking
- Workflows and Automation Tools
- Analytics and Reporting
- Document Storage
The business benefits of using CRM software include:
- Reduced Operational Costs
- Minimized Data Entry Errors
- Increased Data Accuracy and Security
- Increased Productivity and Efficiency
- Increased Lead Conversions
- Improved Sales and Profits
- Improved Customer Experience
- Increased Insight Into Customers
Acquiring and retaining loyal customers are both essential strategies for business development and growth. To execute these activities successfully, your lead and customer data must be organized, accessible and up-to-date so that you do not miss any opportunities to transform an interested lead into a customer, or a one-time buyer into a lifelong advocate for your brand.
One of the most significant trends that has continuously evolved business software over the past few years is cloud technology. Cloud-based solutions are growing more popular among all types of businesses each year due to the benefits of convenience, mobility, and cost-effectiveness they offer for companies small and large.
Customer experience is another key business objective that is supported by CRM software. The term “customer experience” has cropped up recently as businesses shifted their focus from reactionary customer service to a more proactive approach of enhancing the entire journey a customer has with their business and brand. CRM tools are essential for businesses focused on customer experience, and offer a plethora of customizable tools and features that help you track every step of your customers’ journeys so you can constantly improve their experience.
Data is an important element of any business, and CRM solutions are vital to keeping a living database of customer information and data. Your CRM holds a wealth of knowledge about your business and your customers and clients, but analyzing that data carefully can help you uncover budding trends, catch issues before they impact your company health to drastically, and find new, innovative ways to follow up with leads and support high customer retention numbers.
AI is going to be used more frequently in software automation and user experiences, and is already starting to appear in customer-facing tools such as natural language chatbots and real-time language translations. This technology has the potential to not only change how you interact with customers, but expand who you can reach and service as well.
Social media is constantly reshaping how businesses develop a footprint for their business online and market to their customers, but it’s also become a popular venue of customer support in the past year. Consumers search out companies through social channels and even interact with business profiles to learn more about a business or get support with questions.
As a result, social media integration with your CRM is going to be vital to ensure you don’t lose any valuable customers or data from social interactions. CRM tools offer integrations with the main social media channels so you can gather and analyze your business data that lives online via social media.