Relationship Management in Business
Relationship management is the most important aspect of any business. It is the foundation of keeping customers and gaining new ones. It also pertains to internal communications within your own company across all departments. Without relationships, there is no trust or credibility to leverage when your business is not running smoothly.
How can CRM Help in Your Business?
Managing customer data has never been easier. The key database of any CRM software is Relationship Management. Other functionalities like sales, marketing, and customer service all depend on the core database.
Relationship management holds valuable customer information in a central, secure data repository. The information is quick to access and share by all customer-facing and support personnel. This provides a unified customer experience.
A Relationship Management module contains Contact and Account Management along with Activity Management. Workflow features make your processes more efficient through automation. When you combine the innate system collaboration with its centralized data repository, all these functionalities give your employees a 360-degree view of your customer in one place.
Contact & Account Management
CRM Account/Contact Management provides a single view of customers across products, geographies, accounts, and statuses. Users view associated sales opportunities, contacts, activities, history, cases, and quotes on one screen. Your teams can build tighter, more profitable relationships by understanding the status of each account.
Users can create companies, contacts, and prospects that record the appropriate demographics for your business. Depending on your business model, accounts can be created as “account-centric” or “contact-centric.”
Accounts can be segregated by a hierarchal,team-based, or territory-based approach using the CRM’s built-in security engine. Parent/child relationships can be leveraged when accounts have subsidiaries and branches.
As part of your daily work routine, you deal with different types of activities, such as tasks, appointments, phone calls, and emails. Activity Management enables you to optimize all activities relating to Customer Relationship Management. It ensures that you spend more time selling and less time coordinating routine tasks and activities.
With Activity Management, you can create and keep track of activities such as appointments or emails. You have a structured view of all events and historical interactions. Sales reps can view phone conversations, and managers can view all activities by accounts and by reps. Activity Management ensures that every employee has the same information about a customer so that issues can be handled efficiently.
Users can enter personal tasks as well as assign tasks to others. Activity forms can be customized to capture any data crucial to your business’s success. Examples include sales call reports and outbound marketing call scripts. Management reports can be automatically generated to track activities based on data captured in your CRM system.
Benefits of Relationship Management in CRM
- Through system collaboration, share account information internally across marketing, sales, and support departments.
- More consistent interactions with customers create better communication and customer service
- 360-degree view of all internal communications with your account and the status before walking into a customer site
- Prioritize customers and stay on top of your critical deadlines, tasks, and responsibilities
- Utilize workflow for auto-scheduling of appointments and reminders
- Improve individual and overall tasks and assignments
- Manage the growth of sales deals by both individuals and entire teams
- Monitor work trends and statistics to help boost sales effectiveness
- Track sales activities and create powerful reports for effective team management
- Sync emails and appointments, and tasks with Outlook
To learn more about Relationship Management please call us at 972.304.7100, or you can read more about C2CRM’s Relationship Management here.