The use of a CRM in companies is a necessity, as we tend more and more towards managing a larger volume of data. However, there is still a certain lack of knowledge about what this software is and what it is used for in managing tasks that affect different departments of a business.
Therefore, a CRM program or software offers a series of organizational and competitive advantages to companies that are already implementing them, which your company should not lose sight of.
In definition, a CRM ( Customer Relationship Management ) is a software designed to manage the entire relationship with customers and potential customers or leads that must be fully integrated into the different processes of the company, whatever its type and size.
Likewise, this is also a corporate management
model or business administration model based on customer relationships.Managing customer relationships means analyzing all interactions and data collected throughout the customer lifecycle , or in other words, keeping track of everything “we have done” with that customer.
Furthermore, it is important to note that these applications go further, they also give us the possibility of controlling our relationships with suppliers, salespeople and the marketing team.
What is a CRM for?
A CRM is a key tool for the efficiency of your business. Here I explain its main functions, which go far beyond simply storing information:
Managing and updating customer informationCentralize all your customer information in one place, from contacts to interaction history, in a single accessible database.
We will be able to have all our clients’ information at our fingertips, in one place.
This will allow us to segment them by the criteria we deem appropriate: geographic location, payment method, purchase frequency, type of contracted service, etc.
It facilitates the tracking of leads or potential
Clients so that they can be managed based on the phase of the conversion funnel in which they are located.
It is possible to integrate the CRM with the forms on our website so that the contacts we receive are automatically converted into leads in our software.
We will be able to manage and follow the entire traceability of the process from the entry of the lead to its conversion as a client, if applicable.
Streamline internal processes by automating routine tasks, increasing efficiency and reducing errors.
4. Promotion of collaborative work
Facilitates collaborative work by allowing all team members to access and share information in real time, regardless of their location.
All actions are recorded in the CRM. Calls made, emails sent, visits to clients completed…
It will allow us to carry out an exhaustive monitoring of the activity of our workers and reassign workloads with a single click.
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The tool allows the transfer of tasks and
5. Effective customer service and loyalty
It provides the possibility of quickly consulting all the information and history of a client when they contact you. In this way, a quick and personalized solution can be provided, improving the buyer’s experience.
By knowing all the actions we have carried out with a particular client, we can, at a glance, remember everything that they have contracted with us for, the incidents they have had, the person who assisted them, etc.
In this way, both customer service and support become close, empathetic, fast and efficient services, even if we have a large number of clients or our relationship with them goes back a long way.
Good customer service encourages customer loyalty.
It allows us to offer added value to our services. Knowing what, when and how our client wants things, we will offer them a better service and, therefore, it is more likely that they will become loyal and even become prescribers of what we sell.
6. Centralization of marketing campaigns
Manage your digital marketing plan from Customer Relationship Management, obtaining real-time information on its effectiveness and calculating the uk email resource return on investment (ROI) at the end of each campaign.
We centralize the entire marketing process in a single tool (or Online CRM ), seeing at all times the impact of the campaigns we carry out. Who opens my emails? Who doesn’t? Are we considered spam? Who becomes a client after a campaign?
Adaptability to the growth of your company
A good Customer Relationship Management system grows and adapts with your company, avoiding the need to change systems as your business expands.
Real-time information
It updates automatically, always providing you with the most recent data about your customers.
9. Analysis of results
It facilitates the analysis of the results of your marketing and sales campaigns and the knowledge of relevant metrics for your business such as Lifetime Value or CAC (Customer Acquisition Cost) .
Thanks to powerful reporting systems for results, objectives, campaigns carried out, benefits, returns…
It will be possible, for example, to know canada email lead exactly how many sales we have made from a certain campaign or the profits derived from it.
10. Facilitates decision making
By centralizing information and providing detailed analysis, you can make decisions based on data, not assumptions or intuition.
Here I detail the two main typologies:
CRM according to its functionalityApproach : Focuses on collecting and analyzing customer data.
Use : Ideal for improving customer service, increasing sales and optimizing marketing campaigns.
Key feature : Analyzes information from multiple sources to deliver valuable insights into customer behavior.
Operational
Focus : Manage the contact base centrally.
Use : Essential for identifying potential customers, supporting sales, marketing and billing processes.
Key Feature : Capture and maintain customer account details, facilitating sales and marketing management.
Collaborative
Focus : Facilitates both internal and external communication.
Use : Useful for resolving queries through multiple channels such as email, chat, social networks and telephone.
Key feature : Integrates information from all departments, promoting group access and collaboration.
2. CRM according to its storage
Installed directly on the company server.
Access : Accessible to authorized members of the company via the network.
Cost : Subscription-based, generally more affordable and without significant extra costs.
How can a CRM help your company’s marketing strategy and management?
It is also common to hear that they know what it is for, but that they do not need it or that it is only useful for large companies with large budgets and thousands of clients.
The reality is that, in a market where even free solutions exist, any company can afford to use management software .
In the current scenario, and especially
on the Internet, with competition just a click away, it is obvious that it is difficult to get new customers, so we must consider the imperative of keeping and caring for those we already have.
This is where these tools come in, which, broadly speaking, we use to intelligently treat each and every one of our clients based on their needs and our interests.
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