Table of Contents
What is a CRM and what is it used for?
Types of CRM
Comparativa CRM Online vs On-premise
How to choose a CRM
CRM trends and realities
10 REASONS to choose a CRM (and a Cloud one)
10 Cloud CRM for SMEs recommended by Softitdo
Customer information must be accessible, up-to-date, and related to sales and interaction history. Having different repositories with unconnected customer data can be chaotic for analysis and decision-making.
“A Salesforce statistic says that a business has, on average, 15 different sources of customer data , and that this number continues to increase”
The current VUCA (Volatility, Uncertainty, Complexity and Ambiguity) environment forces us to know the situation of our company in real time and be able to make decisions. The technological tools canadian hospitals email list at our disposal automate certain processes so that we can focus on the customer and personalize their experience with the brand.
Therefore, one of the essential tools for any company regardless of its size is CRM.
What is a CRM and what is it used for?
The acronym stands for “ Customer Relationship Management ” . Salesforce defines it as “a 360º management of sales, marketing, customer service and all points of contact”
“In Spain, we still have 45.8% of companies that do not have a CRM for managing their business”
Customer Relationship Managment
Source: SoftDoit 2019 (based on 120 companies)
A suitable CRM is an opportunity for SMEs to improve their competitiveness against large firms. This business solution provides the same benefits to any type of company, such as tracking the purchasing cycle of their customers and key business data.
This management solution allows you to store all the information obtained from customers (phone numbers, emails, customer needs and purchasing motivations, purchased products, etc.), link them to orders, deliveries or quotes and carry out an exhaustive follow-up of each process.
A CRM system must allow you to use stored information immediately and accurately to respond to customer demands and impact the bottom line. It is very important to keep the data as up-to-date as possible.
To advance in the sales funnel and achieve the highest possible customer conversion rate by optimizing the time of the sales force, the first thing we have to do is apply techniques to capture leads online . Then, we have to know our contacts (leads), prospects and clients and know where they are in the funnel. In other words, we have to qualify leads to get better clients.
Stages of the sales funnel
The sales and marketing departments will design tailored strategies to impact qualified leads , prospects and customers. Sales will feed contact information to close the sale as soon as possible.
Salespeople spend a large part of their working day visiting clients. To prepare for the visit, they will consult information and sales history in the CRM. Once the visit is over, they will also add new data to the platform. Being able to access the CRM from any device, laptop, tablet or mobile phone will greatly facilitate sales management. To achieve this, it is advisable to use a Cloud solution.
Software
Source: Prodware Blog
All departments and people involved in the funnel processes must be able to access customer data.
With the information we have about the lead, prospect and/or client, our customer service department will be able to make calls with arguments built on the client's history: replenishment orders, cross-selling and up-selling promotions, for example. We will also be able to offer better resolution of incidents when receiving calls. And work on retention strategies and good after-sales service to build customer loyalty.
Marketing will impact contacts with personalized email marketing strategies. CRM allows us to segment contacts and customers to offer each individual the best possible experience.
“It is important to have a CRM that can integrate or include marketing automation”
It is vital to analyze company information in order to be able to react in time.
Data analysis allows us to make business decisions. We will also have to establish KPIs, business indicators, and create dashboards to be able to quickly visualize where we are compared to the previous year and the objectives we have set.
