Customer relationship management (CRM) is a set of integrated, data-driven software that helps manage information related to a business’s customers, both current and potential. Without CRM a business could miss out on growth opportunities and potential revenue as it won’t optimise operating processes or make the most of customer relationships and sales opportunities.

What does a CRM do?

CRM systems automatically collect information about current and potential customers. This information includes email addresses, phone numbers, websites, social media posts, and purchasing history, amongst other things. The system integrates the data and creates consolidated profiles of customers. CRM systems also connect with online chat and document-sharing apps. They also have built-in artificial intelligence capabilities that speed up administrative tasks and offer other key insights. So, CRM software can provide your business with immediate access to everything you need to develop, improve, and retain customer relationships.

Some benefits of CRM for your business.

CRM software helps track lead-related data so that sales and marketing teams remain organised, understand where a lead is in the sales process, and know who has worked on each potential sale. Your business can link sales data with CRM software to show an up-to-date picture of sales. This will indicate any slowdowns and bottlenecks in the sales process. You can use AI and built-in intelligence to prioritise your team’s efforts. In this way, sales teams can see which leads can be handed off and which need to be followed up. CRM software can build sales quotes, collect customer feedback, and send emails using task automation. This will help to streamline marketing, sales, and customer service which will eliminate repetitive tasks and allow your team to focus on high-impact duties. CRM software includes features that track customer behaviour and suggest opportunities for optimisation to help you better understand engagement with them. It also helps you connect with customers through live chat, calls, email, or social interactions, to help build trust and loyalty. Scalable, integrated CRM software is built on a secure platform that will help you meet the changing needs of your business and the marketplace. It will help you to launch new marketing and e-commerce initiatives and provide fast responses to client demands and marketplace conditions. 

Why implement a CRM solution?

You will benefit from a CRM solution that gathers relevant data, analyses it, and uses it intelligently. With the right CRM software, your business can enhance communication and ensure excellent experiences for your customers. CRM software systems provide predictive data-driven insight to help your business identify, target, and attract leads and then turn them into customers. With the complete view of the customer offered by CRM software systems, each member of the sales team in your business will have knowledge of a customer’s history, purchasing behaviour, and other data that can help them to improve customer interaction and provide the most appropriate service for each individual customer. Knowing where a customer is positioned in your overall sales cycle will help your business target opportunities for maximum engagement. Ultimately, these streamlined processes will help your business to increase productivity and focus on what is most beneficial.