Customer Relationship Management (CRM) Software

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 therefore helps to convert leads, retain existing customers, and improves internal processes. 

CRM systems, be they through integrations with other Customer Experience (CX) tools or simply as stand-alone systems, can be beneficial across departments, from marketing and sales to customer 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.

Key Features and Capabilities of CRM Software  

• Customer profiling
• Contact management
• Calendar integration and management
• Interaction tracking
• Task management
• Email integration
• Social media integration
• Lead management
• Sales pipelines
• Lead scoring
• Lead tracking
• Workflow automation tools
• Document storage
• Customer lifecycle management

Additionally, CRM platforms also integrate with other customer-focused platforms, such as customer intelligence software. With CX now being a top factor of consideration for businesses of all sizes, incorporating granular customer insights is essential to improving customer service, while also delivering timely personalized recommendations that are attuned to the needs of varying audiences.

Key Benefits of CRM Software  

• Centralized customer data: Top CRM platforms essentially offer sales and service teams the ability to communicate with a customer via a single profile. This is done by integrating interactions from multiple communication channels, thereby delivering omnichannel communications through one unified platform – as opposed to having to toggle between multiple applications.
• Streamlined access for sales and service teams: While centralized customer profiles contribute to smoother collaboration between teams thanks to a single-pane-of-glass interface, task management capabilities enable team members to create, assign and share tasks in order to stay on top of day-to-day duties.
• Automation of repetitive tasks: Configuring workflows within a CRM can allow teams to automate common and mundane tasks, so precious time can be freed for more pressing responsibilities, or for tasks that require strategic attention.
• Personalized recommendations: CRM systems, together with customer journey mapping tools, can help marketing teams deliver personalized recommendations that are carefully customized and timed to the unique needs of each customer, in order to resonate better – while also driving sales.

Have more questions about CRM software? Visit our CRM FAQs to learn more.