CRM is the largest and fastest growing business application software category, with worldwide CRM spend expected to reach $ 114.4 billion by 2027. If your business is to last, you need a strategy for the future that focuses on its customers. and empowered by the right technology. It has sales goals, business goals and profitability. But getting reliable, up-to-date information on your progress can be tricky. How do you translate the many streams of data from sales, customer service, marketing, and social media monitoring into actionable business insights? A CRM system can give you a clear overview of your customers. You can see everything in one place - a simple, customizable dashboard that can tell you a customer's past story with you, their order status, any pending issues with customer service, and more. You can also choose to include information from your public social media activity: your likes and dislikes, what they say and share about you or your competitors.>
Marketers can use a CRM solution to manage and optimize campaigns and lead travel with a data-driven approach and better understand the sales or lead inbound pipeline, making forecasts easier and more accurate. You'll have clear visibility into every opportunity or lead, showing you a clear path from inquiries to sales. Some of the biggest gains in productivity and the entire company's shift towards customer focus can come from going beyond CRM as a simple sales and marketing tool and integrating it into your business, from finance to customer service and management. supply chain. This helps ensure that customer needs are at the forefront of business processes and innovation cycles.
Although CRM systems have traditionally been used as sales and marketing tools, customer service and support are a growing segment of CRM and a key part of managing a holistic customer relationship. Today's customer can raise an issue on a channel, such as Twitter, and then jump to email or phone to resolve it privately. A CRM platform allows you to manage the request across channels without losing track and offers sales, service and marketing a single view of the customer to inform their activities. The ability to connect these three functions and the teams that provide them, on a single platform and with a single view for the customer, is invaluable in delivering relevant and connected experiences.
Running a business without CRM can cost you real money.
More administration means less time for everything else. An active sales team can generate a flood of data. Representatives are on the road to talk to customers, meet potential customers, and find valuable information, but all too often this information is stored in handwritten notes, laptops, or inside salespeople's heads. Details can be lost, meetings don't happen immediately, and customer prioritization can be a matter of guesswork rather than rigorous data-driven exercise. And everything can get worse if a key supplier moves forward. But it's not just sales that suffer without CRM.
Your customers can contact you on a variety of different platforms, including phone, email or social media, to ask questions, follow up on orders, or contact you with a problem. Without a common platform for customer interactions, communications can get lost or lost in the flow of information, leading to slow or unsatisfactory response. Even if you successfully collect all of this data, you are faced with the challenge of making sense of it. It can be difficult to extract intelligence. Relationships can be difficult to create and can waste valuable time selling. Managers can lose sight of what their teams are doing, which means they can't offer the right support at the right time, while a lack of supervision can also result in a lack of team accountability.
Download the CRM manual
Finding, winning, and keeping customers to grow your business starts with a good customer relationship management (CRM) application. Find out everything you need to know to get started with CRM by downloading the Complete CRM Handbook.
What does a CRM system do?
A customer relationship management (CRM) solution helps you find new customers, win their business, and keep them happy by organizing information about prospects and prospects in a way that helps you build stronger relationships with them and grow your business. CRM systems begin by collecting data from a customer's website, email, phone, social media, and more, across multiple sources and channels. It can also automatically extract other information, such as recent news on business activity, and can store personal details, such as a customer's personal preferences regarding communications. The CRM tool organizes this information to give you a complete record of people and companies in general, so you can better understand their relationship over time.
With a consolidated view of each lead and customer, a CRM system is used to manage daily customer activities and interactions. From a marketing perspective, this means engaging your potential customers with the right message, at the right time, through targeted digital marketing campaigns and journeys. For sales, reps can work faster and smarter with a clear view of their pipeline and more accurate forecasts. Commerce teams can quickly start and scale ecommerce, from online ordering to curbside pickup, for their consumer (B2C commerce) and corporate (B2B commerce) shoppers. And customer service agents can respond to customer needs on any channel - from home, in the field, or in the office.
A CRM platform can also connect to other business applications that help you develop customer relationships. Today's CRM solutions are more open and can integrate with your favorite business tools like document signing, accounting and billing and surveys, so information flows both ways to give you a true 360-degree view from your customer .
And a new generation of CRM takes it one step further: Integrated intelligence and artificial intelligence automate administrative tasks, such as data entry and routing of service cases or leads, so you can free up time for more tasks. precious. Automatically generated insights help you better understand your customers, including predicting how they will feel and act so you can prepare for the right awareness. Artificial intelligence also helps you find opportunities that may be hidden in business data.
Here's how a CRM system can help your business today.
1. CONNECT THE SILOS OF YOUR COMPANY.
56% of business leaders admit that organizational silos negatively impact the quality of customer and prospect experiences. Information silos are a big deal, but a shared platform and process for managing customer relationships across functions can really help. In fact, 80% of business leaders in the same study say they increasingly use their company's CRM as a single source of truthful information about their customers across all departments.
With a shared CRM, employees have the right tools and data to manage customer relationships more effectively across lines of business and have visibility into customer interactions from other departments. They can collaborate more effectively and efficiently to enable connected customer experiences.
Base: 484 director-level decision makers and above with responsibility for CRM strategy and technology investments. Source: A commissioned study conducted by Forrester Consulting on behalf of Salesforce, August 2019.
2. IMPROVE YOUR RESULTS LINE.
The introduction of a CRM platform has been shown to produce real results, including direct profit improvements. Using Salesforce CRM, global customers of all business sizes have a proven track record of producing the following:
ON SALE:
CONVERSION OF LEADER FROM
+ 30%
Salesforce for Sales: Salesforce integrated sales solutions
OFFER SIZE FROM
+ 15%
Salesforce for Sales: Salesforce integrated sales solutions
RATE OF EARNINGS PER
+ 22%
Salesforce for Sales: Salesforce integrated sales solutions
FOR MARKETING:
CONVERSION OF LEADER FROM
+ 24%
Salesforce for Marketing: Integrated Salesforce Marketing Solutions
LEADERS QUALIFIED BY
+ 31%
Salesforce for Marketing: Integrated Salesforce Marketing Solutions
EFFECTIVENESS OF THE
+ 36%
Salesforce for Marketing: Integrated Salesforce Marketing Solutions
FOR CUSTOMER SERVICE:
GUARANTEE OF CUSTOMERS BY
+ 27%
Salesforce for Service: Salesforce customer service solutions
CUSTOMER SATISFACTION BY
+ 30%
Salesforce for Service: Salesforce customer service solutions
FASTER RESOLUTION OF CASES BY
+ 33%
Salesforce for Service: Salesforce customer service solutions
FOR DIGITAL COMMERCE:
ONLINE INCOME FROM
+ 15%
Grow your business faster with Commerce Cloud. IT'S TIME TO EXECUTE NEW STRATEGIES OF
-28%
Grow your business faster with Commerce Cloud.
CUSTOMER FRICTION BY
-16%
Grow your business faster with Commerce Cloud.
FOR IT AND TECHNOLOGY LEADERS:
COST OF
-26%
Integrated IT solutions
FASTER IMPLEMENTATION OF
+ 45%
Integrated IT solutions
FASTER CONFIGURATION THAN
+ 49%
Integrated IT solutions
Average percentage improvements reported by Salesforce customers
Source: Salesforce Customer Success Survey conducted between 2017 and 2019. Respondents were 3,384 Salesforce customers selected at random. The answers per question vary. Learn more about Salesforce solutions for startups, small businesses, and enterprises.
3. IDENTIFY AND CATEGORIZE THE LEADS.
A CRM system can help you easily and quickly identify and add new leads and accurately categorize them. By targeting the right prospects, sales can prioritize opportunities that will close deals, and marketing can identify prospects who will win.
4. INCREASE CUSTOMER LIFETIME VALUE.
By better understanding your customers, cross-sell and up-sell opportunities become clear, giving you the opportunity to acquire new business from existing customers. This helps you develop lasting and more profitable relationships with your customers.
With better visibility, you will also be able to satisfy your customers with better service. Satisfied customers are likely to become repeat customers and repeat customers are spending more, up to 33% more according to some studies.
5. OFFER BETTER CUSTOMER SERVICE.
Today's customers expect fast, personalized support at any time of day or night. A CRM system can help you provide the high quality service your customers are looking for. Your agents can quickly see which products customers have ordered and can get a log of each interaction so they can provide customers with the answers they need, quickly.
6. IMPROVE PRODUCTS AND SERVICES.
A good CRM system will gather information from a wide variety of sources in your business and beyond. In this way, it can act as a customer listening engine, giving you unprecedented insight into how your customers are feeling and what they say about your organization, so you can improve what you offer, spot problems early and identify gaps.
7. PREPARE FOR THE NEXT.
In a world of work from anywhere, it has never been more important for your teams to be connected on a shared platform that allows them to collaborate and work from anywhere. In addition to external forces, customer expectations will continue to drive the evolution of your business over time, and a flexible, scalable, cloud-based CRM can help you stay agile and grow your business regardless of the circumstances. But we'll talk about it later. This is what cloud-based CRM offers your business.
CRM and the cloud computing revolution have changed everything. Perhaps the most significant recent development in CRM systems has been the move to the cloud from on-premises CRM software. Freed from the need to install software on tens, hundreds or thousands of desktops and mobile devices, organizations around the world are discovering the benefits of moving data, software and services in a secure online environment.
WORK FROM ANYWHERE.
Cloud-based CRM systems like Salesforce (Learn more: What is Salesforce?) Mean that all users always have the same information. Your sales teams on the go can check data, update immediately after a meeting, or work from anywhere. The same information is available to anyone who needs it, from the sales team to customer service representatives.
REDUCE COSTS.
CRM can be quick and easy to implement. A cloud-based system requires no special installations and hardware to configure, keeping IT costs low and eliminating the hassle of versioning and updaters.
In general, pricing for cloud-based CRM systems is based on the number of users accessing the system and the types of functionality needed. This can be very profitable in terms of capital outlay and is also extremely flexible, allowing you to scale and add more people as your business grows. Salesforce is also flexible in terms of features - you don't pay for features that aren't useful to you.
A CLOUD-BASED CRM PLATFORM GIVES YOU:
- faster deployment
- Automatic software updates
- Profitability and scalability
- The ability to work from anywhere, on any device
- greater collaboration
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