Customer relationship management (CRM) software is one of the most powerful tools available to businesses today, but many businesses are still not using CRM software! Although CRM software has been around for decades, it was often times too cost prohibitive and adoption/implementation was time consuming making businesses less likely to adopt the software. However, in recent years CRM software has become increasingly more accessible by moving to the cloud and becoming so affordable that even new startups can utilize them. Even still, CRM software is a mystery to many even in the business world so let’s take a closer look at what CRM software is and how it can help your business.
What is a CRM?
Let’s start with the most basic question: “What is a CRM?” To put it simply, a Customer Relationship Management software is a program designed to put all customer data in one convenient location. By streamlining customer data, the CRM software allows businesses to manage relationships and interactions with their customers and leads more efficiently. By centralizing all customer and lead data, CRM software allows your team to stay on top of accounts and tasks. Furthermore, all customer data is just a few clicks away: purchase history, e-mails, calls, preferences, etc., making it easier to address customer needs.
The next question is usually: “Why does this matter?” or “How much could CRM software actually help my business to maintain customer relationships thereby increasing sales?” Customer relationships are the foundation of your business’s growth. A missed and unanswered communication from a customer could quickly sour a relationship and give the perception that your business is unorganized or that you simply don’t care. Managing customer relationships in an effective and efficient way can only increase the customer’s positive perception of your business while also increasing you revenue.
The bottom line is that CRM software helps you do everything your business is already doing but in a more efficient way. Stop using different spreadsheets, accounting software, and various other programs to manage your data when CRM software can do it for you.
What are the benefits of using a CRM?
The most obvious benefit of using CRM software is that it streamlines your sales process from lead generation to customer conversion and all the way to closing. CRM software makes sure that your sales process is always up-to-date and that any team member can jump in and pick up where another left off. All leads and customer information are kept in one place exponentially increasing efficiency.
With a CRM, data is centralized in one place making it easier to get the information you need when you need it. When a customer calls in, your CRM software can tell you who is calling and bring up their account before you even pick up the phone. When they ask about a previous order you don’t need to go fumbling through spreadsheets because their order history will be on the customer’s account page. When a lead calls in inquiring about a product that another team member told them about, you can answer their questions immediately because the account notes will have the up-to-date information on previous customer interactions. Having centralized data cuts down on time that team members would otherwise waste to find necessary information.
Manage your customer‘s experience
By streamlining and centralizing information with CRM software, your sales team can focus on closing leads rather than doing tedious and unnecessary paperwork. You can more easily identify promising leads and put energy into closing. The CRM software can help you follow-up with customers and leads at crucial interviews from closing to support. Furthermore, closely managing your customer’s experience can help your team identify opportunities for further sales.
Increase communication and cooperation between departments
By gathering various types of information into one central location, each department can have the latest information on each customer account. With each department sharing information, you can decrease repetitive tasks and processes while also making the customer experience more pleasant. Your sales, marketing, support, and development teams can all work together seamlessly.
These are just some of the many benefits to using CRM software and part of our Insight series on how CRM software can grow your business.
If you are ready to grow your business today with CRM software, let Burkhardt & Company help.
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