The Complete Guide to CRM
Abe Dearmer
Apr 25, 2022
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6 min read
The Complete Guide to CRM
A Customer Relationship Management system has become a big necessity for any company that is growing and not only provides a platform for customer management but also has features that assist with tracking and administration of the work carried out. It's not only a uniform platform for all sales and marketing reps but even provides a way for companies to streamline their business processes and analyze their growth.
If you're still wondering what 'CRM' really means and stands for, then it's about time you get acquainted
What is a CRM?
Simply put, a CRM stands for - Customer Relationship Management - it helps with managing your relationships with your customers effectively.
At its core, a CRM provides a central location to keep all of your important information and data regarding not just customers but all of the people you interact with, whether it's your colleagues, prospects, sellers, customers or service users. It allows sales reps to track and analyze every bit of interaction made with a contact and provides their history with the company, allowing for a more tailored and customized approach when in contact with them. This leads to up-selling and cross-selling and creates more opportunities for you to satisfy the needs of your existing customers as well as acquire new ones.
Do you need a CRM?
The obvious answer is yes. But, here's why - for any company to grow it's important for them to have the right tools and mediums in place to do so, and a CRM will help with doing just that!
Manually tracking customer records and interactions may not be the biggest problem if you are still working on a small scale, but as your business grows you'll need tools that help you with this growth and also maintain it. Going over and collating information on a large scale can get messy and confusing for the sales and marketing departments when a high number of customers have to be dealt with.
There is also no uniformity when the work is done manually, and there's no guarantee that all the information is present and in the same format. When you don't have your records and communications in order, it becomes challenging to gauge what is helping you progress and what's not. Keeping track of your daily activities and company growth analytics is a big part of using a CRM, making it extremely helpful.
A CRM helps to cut down time spent on manual admin tasks such as creating and organizing records done by sales and marketing teams and instead gives them a chance to use that time more wisely and productively. Additionally, CRM's also offer in-built and integrated features such as email marketing or website tracking that help make it a big necessity for any company.
Benefits of using a CRM
A CRM is a multifaceted application that juggles multiple functions for the company, thus the number of benefits any company can reap from it are huge. Some benefits of using a CRM include:
- Helps with managing all the customer contact information you need for a quick and successful interaction.
- Organizing and managing all customer interactions in one central place to avoid confusion.
- Tracking individual customer habits, actions and preferences to provide you with the best means of interaction and tailored communication.
- Makes interaction between the sales teams more seamless and gives them a quick and helpful platform to stay up to date with each other's activities.
- Reduce unwanted expenses caused due to mismanagement and also lessens business risks as it is an integrated platform.
- Easily measure the success of different campaigns to see what's working and what is not.
- Provides instant metrics to measure and track all of your efforts to see their success or loss.
- More of an interactive and personalized customer experience, which is one of the most important aspects of customer relationship management.
Which CRM is for me?
There are many different CRM solutions available on the market right now, and while at the core they all provide the same services, they do differ when it comes to in-built features, pricing and integrations. To pick one, first ask yourself these basic questions:
- What scale of business does this particular CRM target?
- Is it easy to understand and use by everyone?
- What customization options are offered?
- Which features does it have to help with sales and marketing?
- How much does the software cost, and what are the additional fees that need to be paid if more features or users are added to the system?
- What about security and privacy features? And is all the data backed up on the cloud with easy access?
- What is the customer service offered and can they be reached easily in case of need?
Once you have a clear idea of your requirements and have answered these queries, you can streamline your search and pick the best software for you. But it isn't enough to just ask questions about the usage of the CRM, you also need to do a little research internally before you can pick what is right for you.
- Is your company working on big B2B deals that need interaction with multiple people within an organization?
- How do your reps usually interact with prospects? Pick a software that makes this interaction much easier, whether by phone, email, social media, or a combination of them all.
- What kind of integrations do you need for your company? Integrations are the special features you need to check to ensure the CRM is for you. For instance, a telemarketing company would benefit from Outbound Calling.
A CRM solution is a necessity for many organizations - it's an extremely useful and powerful tool for any sales and marketing team and can help improve productivity, efficiency and assist with making your business processes more streamlined. If you are considering growing your business and want to maintain better relationships with your customers, a CRM system for your company is a definite must.
Looking for your first CRM, or possibly tired on your current CRM and would like a multi-functional easy-to-use CRM? View our five different CRM solutions and try one free for 14 days.
Michael King says...
"I can’t think of a time where a client has requested something that we weren’t able to do with FiveCRM. Unlike most systems, it has a lot of flexibility."
Managing Director, Senior Response
JANE HUSBANDS SAYS...
“Each client, and each of their campaigns, has its own unique specifications. We essentially needed to set up mini CRMs on one platform to meet those requirements.”
Operations Director, Team Telemarketing
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