Today, many organizations have accepted the fact that customer service plays a pivotal role in business success. Although they know the importance of customer service, still they find managing customer needs exceptionally complicated.
So, the primary reason behind this is depending on manual tracking methods such as paper files or maintaining excel spreadsheets. It is easier to lose paper records and forget where one had drafted down vital information about a client.
The CRM solution includes embracing technology that can make life simpler for your company and at the same time make employees more productive.
We all know, customer relationship management (CRM) is a strategy for managing a company’s relationships with clients and prospects. A CRM system allows you to remain connected with your customers, simplifies sales processes, and enhance profitability.
So, the objective of CRM is quite simple- it streamlines the business. According to a report by Gartner, CRM turned into the most significant software market in 2017 and continues to remain in the same position.
Do You Need a CRM System for Your Business
You must be aware of the different challenges that you face while interacting with clients and the question that comes to your mind right now is, “Is CRM needed?”
The three factors those are crucial for business success:
- Client Details
- Managing Sales
- Support after Sales
So, let us evaluate some common situations in each one of them.
Situation 1: You lack an integrated and updated database of clients. All the customer details are scattered on your desk, excel spreadsheets, and on your salespeople’s mobile devices.
Situation 2: Suppose, one of the sales representatives asks you for a clients contact number and address as the person is unable to find it. But you are not sure whether the customer details are still relevant and it will solve the purpose as it was updated by you a year ago.
When your company does not have a centralized customer database, then you require an effective CRM solution. Otherwise, this will emerge as a small problem but later can cause far-reaching consequences in the long run.
CRM software has a single location in order to store vital customer details. It consists of not only contact numbers or addresses, but also every detail about their purchase histories such as what they have purchased and when, number of interactions they had with you, and more. Also, if your CRM solution is cloud-based, you can easily access it on the move.
Situation 1: At the time of review, sales executives speak about the same recycled pipeline every month. When you ask them, their answer is “the person is currently unavailable,” or “meetings are in progress,” and more.
Situation 2: You have authorized a digital marketing company for lead generation. So, every week, the agency is sending plenty of leads. But you don’t have the idea whether your team members took any initiative on those leads. Also, you are not sure about how long does it take for a salesperson to close a deal and if the leads are significant for the product you are selling.
Situation 3: At times, salespeople fail to call their prospects or customers. Whereas, sometimes, customers receive call thrice a day from three different salespeople. The customers start doubting whether your team members are playing pranks with them.
Are these situations common in your workplace? Are you spending a lot of money on the resources that do not take an active part in interacting with customers at all and you wonder why the sales had dropped?
By deploying a good CRM software, salespeople can update their meeting statuses on it. So, it becomes easier for you to track your sales team’s progress and point out when they are running in circles.
With the help of a CRM tool, you can monitor the time when a lead is being assigned to a salesperson and the first contact. So, when you pull the time down, there are more chances of conversion. You will come to know that whether the leads you are receiving are appropriate or not and can provide feedback to your marketing company in order to improve return on investment.
Support after Sales
Situation 1: A client calls you because his issue had not been addressed for more than a week. But when you raise a concern with the support team, they say that the problem had been resolved.
Situation 2: Your support team solves a problem for a client that is different from what the client had raised. So, it becomes challenging for you to decide who is right- whether it is your team or the client.
This takes place due to the lack of clarity in understanding and documentation. It includes wasting valuable time, reworking, and churning out some potential clients. A CRM system does not stop with a sale and allows you to add support tickets along with tracking the statuses.
So, whenever your support team is unable to reach a deadline to resolve a customer problem, the CRM application will shoot a reminder email so you can take action before the difficulty arises.
The Bottom Line
The best CRM solution brings transparency by minimizing uncertainty. Leveraging the right customer relationship management software like SutiCRM will help in eliminating the need for things to do lists to track performances. Data helps you to monitor your team’s effectiveness and efficiency and will enhance productivity along with revenue.