The CRM acronym stands for Customer Relationship Management. CRM is a software solution that brings together all of your customer’s information and interactions in one location. Having this data in a central repository allows your teams to have real-time information at their fingertips. CRM tools can increase productivity, improve customer relationships, and drive more business to your bottom line.
What does CRM mean?
Key Features of CRM
The four key features of any Enterprise CRM:
1. Relationship Managaement
2. Sales Force Automation
3. Marketing Automation
4. Customer Service & Ticketing System
Relationship Management Database
The relationship database is a central repository that manages prospect and customer data. The software data is on a server at your site, “on-prem.” or hosted by a vendor “in the cloud” (see more details here). All conversations, tasks, and activities are with the contact and securely shared across your organization. This communication fosters collaboration between departments providing consistent messaging to your customers.
Sales Force Automation
Sales rep create and share opportunities in the sales force automation database. Sales management can view real-time sales forecasts and pipelines on dashboards and reports. Reps can create quotes using a product and services catalog and add contracts as well. Consequently, this provides a 360-degree view of all sales processes, activities, and contact information.
Marketing automation is used for prospecting and existing customers. You can create marketing campaigns with personalized emails with templates and tracked to see who has opened the emails and clicked the links. This helps the marketing teams know when a lead is qualified to pass to the sales team. And marketing teams can track the success of a campaign by following customers through the sales cycle. ROI can be quickly determined after each marketing campaign or event using the same types of metrics.
Custom Service/Ticketing System
Customer service features ensure customer satisfaction and retention. You respond to customers with more accurate information quickly. U.S. companies lose half their customers every five years. It is much more difficult to capture new customers than it is to keep existing clients.
Key Benefits of CRM
The overall benefits of a CRM system are improving productivity, making your customers happy, and increasing sales. These benefits are achieved by automating manual processes, having more customer interaction, and solving issues more efficiently. Each can be achieved through the four key areas of CRM.
Relationship Management Database Benefits
- 360-degree view of your customers
- Customer data shared throughout your organization
- Task and activity notifications
- Real-time access with mobile CRM
Sales Force Automation Benefits
- Automated sales processes
- Opportunity management
- Up-selling opportunities
- Sales Pipeline creation and real-time reports
Marketing Automation Benefits
- Customized communications with prospects and customers
- React when contacts engage with marketing data
- Focus on quality leads
- Constant communication and tracking engagement
Custom Service Benefits
- Happier customers
- Keep customers longer
- Fast resolution to issues
- Real-time escalation & notifications
Are you new to CRM? Or are you investigating an automated tool to replace your current method of managing customer information? Maybe you’re using your email or Excel spreadsheets to track customer information. If you’re ready to take it to the next level, a CRM solution is what you need to survive in today’s competitive marketplace.
The most successful companies today consistently demonstrate the ability to identify, understand, and cater to the needs and demands of their customers. Your competitors are more than likely using a CRM for their customers…do not be left behind! If your business needs a CRM system, regardless of your size, we’d love to help with your selection. Give us a call at 972.304.7100 or see a quick overview of our system here.
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