In this post, you will learn about the features of the CRM system, so you will understand what specific tasks you can use it for.
What is a CRM system used for?
In its basic function, a CRM system serves to collect all customer data and interactions with them in one system. The center of every CRM system is a database containing your contacts. This allows you to manage the sales process more effectively, as well as marketing and customer service.
However, the capabilities of modern CRM systems, such as HubSpot , are much greater. They also include:
automation of business processes, both ireland business email list internal and customer-facing, including marketing automation ,
tools for conducting marketing activities, e.g. e-mail marketing, advertising or social media management,
customer service management: handling tickets, chat or customer portal,
data analysis and reporting,
management of consents to data processing.
How does it look in practice? In CRM, you create records with contact details of companies and people. You can easily divide them into appropriate segments depending on the parameters that are important to you. Data can also be automatically sent to the system, e.g. from forms sent via your website.
In CRM, salespeople will save notes after a conversation or meeting and add the data they managed to obtain to the contact database. Thanks to this, firstly, they themselves remember what issues they addressed, and secondly, they can efficiently pass on information and tasks to colleagues.
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Then you can conduct tailored, personalized communication with individual customers or customer segments by sending emails or calling from your CRM. You can build landing pages with forms, send newsletters, publish posts on social media.
You can also automate entire processes: assigning customers to sales representatives or tickets to customer service employees. Automatically notify about changes in customer status and tasks to be undertaken. You can also create a report indicating which representative closed the most deals or which campaign converts the most leads.
As you can see, it's much more than a simple database. If you want to know more about the differences, check out our article "CRM vs. Excel" . Now let's see what functions are used to accomplish these tasks.
Basic CRM Features
CRM offers a variety of features that are commonly available in the main systems available on the market. Additionally, there are specific features that can be beneficial to individual departments in the company and are available in platforms that integrate CRM with marketing automation or customer service. In most cases, access to these features depends on the user's subscription level.
Contact management
The main function of CRM is to create and manage a database of contacts containing information about customers and potential customers. This database consists of clear records, allowing for adding categories and simple segmentation and filtering of contacts based on selected categories. It collects information about both individual recipients and companies.
