Customer relationship management encompasses the mode and means of managing the interactions occurring between a business or organization and its customers. Every business has three key aspects i.e. marketing, customer service, and sales. However, modern business requires more than just the three aspects.
Businesses and organizations, therefore, need a suitable CRM system to manage their daily operations and interactions with clients. That is why we write this guide to CRM. But before we go into the guide, what is CRM? CRM refers to a customer relationship management system, which is a system that in addition to helping businesses to build strong relationships with customers, also increasing the overall efficiency and productivity of the businesses that use it.
With the advances in technology, there are several CRM systems. Besides, you can easily get one that does not meet your needs. Check out the CRM features below.
Key Features Of CRM
A good CRM should have the following features:
- Ease of use
- Integration with third-party apps
- Main functionality
- Collaboration features
- Help and support
You can easily select the right CRM software for use based on the above features. Besides, with the features outlined, it is easier to score and even develop a user satisfaction rating.
Some of the other features to look out for in a CRM include:
- Automation tools: this tool supports workflow automation and sales management.
- Lead management: this apparatus upholds drives the executives that starts with prospecting and finishes at the stage where leads are changed over.
- Mobile apps: made for Android or iOS gadgets, these tools support remote access to data.
- Social media management: these tools support your interaction with socially connected customers through media such as Facebook or Instagram.
- Contact management: for proper collection, management, and storage of contacts.
- Campaign management: this CRM tool helps with campaign development and delivery. Also, it supports campaigns’ effectiveness rating.
- Dashboards and reports: for real-time reporting on trends, and other customer information.
- Email tracking: offers increased visibility over email-based campaigns
The features listed above are therefore a good start especially if you are looking for a suitable CRM for your business or organization. Notwithstanding, there is something other than CRM highlights with regards to picking a decent answer for business.
Choosing The Right CRM
The main aspects of CRM using to consider when choosing a CRM software are discussed below.
1. What Are Your Needs
It is wise to pick a CRM that suits the size of your business. There are currently so many alternatives in the tech market, which means every business should get an alternative that corresponds to their business demands.
Here are a few questions to guide you on choosing the best CRM by defining your business needs;
- Are my sales reps unable to convert leads?
- Are my deals getting stuck in the pipeline?
- Do I desire and increased efficiency across my sales teams?
Once you answer these questions, you can shop around for one system that meets every one of them.
2. Price Of The Software
If you are a small or growing business, choose a CRM that economically fits your budget without breaking a bank. While you need to get a tool that falls within your budget, the software should be able to answer all the needs and queries of your business or organization.
3. Learning Curve
Is the system you are considering easy to use or learn? Choosing an application with a steep learning curve may be harmful to your organization as it may generate considerable resistance among your employees.
If you pick a system that is difficult to use, the adoption rate will be too low and your business may become even less efficient.
4. Access by mobile
In modern markets, everybody seems to be on the go. However, businesses do not seem to stop with everybody on the move. It is therefore very common for businesses to offer mobile access to CRM.
5. Social Media Capabilities
More leads are generated over social media and more customer interactions now take place over the web-based social platforms. As a result, social media integration is an important CRM software necessity.
6. Who Is The Vendor?
Selecting the right vendor for your CRM for business needs helps you improve your success with the software. Ensure that the vendor provides interactive customer support and related training for enhanced usability. Besides, they should be able to provide insights for business development.
Also, check out their app directory and confirm their reputation. You can also talk to previous customers to obtain success stories that are relevant to your business needs. This will ensure that you only deal with genuine vendors. In addition, positive reviews on company sites can influence your decision to avoid a product or use them.
7. Study The Different Types Of CRM
There is an assortment of CRMs on the lookout. Notwithstanding, no single CRM may answer every one of the difficulties that influence your business. It is in this manner fitting that you select a device that gives a normal stage known as operational CRM. This is helpful for advancing, arrangements, and sponsorship units.
Then again, insightful CRM can assist you with client information investigation like the examination of buying patterns, information mining among other business needs.
The other sort of CRM is helpful CRM. It works with information conferring to internal and outside accomplices.
Advantages Of Using CRM
- Puts everything in one place
- Data is remotely accessible
- Reduced costs
- Automation of sales
- Increased agility
Disadvantages Of A CRM System
- Sensitive data can leak into the hands of the wrong people
- Training needs may increase the cost of the investment
- Members of staff are likely to resist the change
With the growing need for rapid software development, CRM offers more solutions to both tech and non-tech organizations. Good thing, there is a solution for all sizes of businesses from start-ups, SMEs to large enterprises. Study the guide and choose a solution that falls within your budget and meets your needs.
About the Author
Sully Davis is a long-time IT professional and contributing writer. She has worked in diverse niches helping businesses to drive growth and revenue through integrated marketing campaigns. Besides, she enjoys sharing experiences and expertise with audiences across the world.