When we ask ourselves what a CRM is, it is important to know that comes from the acronym Customer Relationship Management. That said, it may not be very clear, so in this article we want to discuss what a CRM is and its importance.
What is a CRM?
In the first place, it can be conceived as a marketing and sales strategy that aims at customer management. Companies use software that controls the activity of the company with their customers.
Small to large companies can use a CRM. It is about carrying out business strategies and technologies focused on customers. Companies can manage and analyze customer relationships, anticipate needs, increase sales and profitability, attract new customers, etc.
Thanks to CRM, the company can store large amounts of data on current customers and other relevant information. For example, names, addresses, phone numbers, etc. You can also record information about your activities and contact points with the company. For example, visits to web pages, calls, emails, etc.
In addition to having all this information, a CRM allows you to store valuable data about customers. Some of them may be information, personal, search history, shopping preferences, etc.
Therefore, when companies ask what a CRM is and if it is useful, we can say that it is a fundamental management software. It is one of the most innovative technologies to manage customers.
Why a CRM is important
A CRM is a great ally for companies. It helps them eliminate outdated processes and manual work so that a business can develop successfully. CRM software sorts accounts and contacts in an accessible and real-time manner. Therefore, it accelerates and simplifies customer management processes.
On the other hand, a CRM is essential because it allows you to find more customers, close more businesses and expand your company. The conversions are relevant and updated because the information is stored in the software.
In addition, sales revenue increases because customers are more satisfied.
All this is possible because a CRM software has the following characteristics:
- Effectively manages customer information.
- All equipment can be connected from one device: laptop, tablet, mobile, etc.
- Intelligently processes customer emails.
- Facilitates repetitive tasks to simplify processes.
- Offers immediate recommendations.
- It accommodates the company’s growth.
What companies need a CRM?
Both small and large companies can benefit from this tool. Once we have explained what a CRM is, we will show the signs that indicate the need to have a CRM software.
Many companies have teams that work on the same project, but do not have the same location. Also those companies that have sales teams that frequently travel.
Another sign is when there are problems to find customer data quickly because decisions have to be made. Or when negotiations are not closed because the data is not in the same place.
It is also very useful for those companies that grow rapidly and the customer service experience is losing quality. Or they lose customers due to service problems.
These are just some indications that may suggest the need for CRM software. It is worthwhile for companies to implement it to find, manage and maintain customers efficiently and effectively.
The latest trends in CRM
The best CRMs in 2020 help companies achieve success in all aspects related to customer service. They offer the possibility of connecting with customers in a meaningful and lasting way.
Customer tracking tasks are updated automatically. When a salesperson makes a call with the mobile, he records a call to the customer or geolocates it in the customer’s office.
Companies will have more facilities to detect business opportunities. You can also access the information at the time and solve problems easily.
The rapidity to access the information of the clients allows to close more deals and increase the satisfaction of the client. Therefore, they will not only be effective for solving problems with customers, but also for loyalty.
This is just a few strokes of what CRMs can do in 2020. They have a large number of functions, which can be adapted to the needs of each company or salesperson. Besides, they facilitate collaborative work in real time. A business opportunity can be shared with the team members in a contextualized way and in real-time.