Is it disjointed, disorganised and in lots of different places? Does it consist of spreadsheets and databases, documents, notebooks, emails and even post-it notes? Sound familiar? You are not alone! With increased demand for bespoke CRM systems which integrate seamlessly with existing business software, perhaps it’s time to look again?
What is CRM?
CRM or Customer Relationship Management uses software to manage interactions with existing customers and potential new ones alike. It uses data to create a single holistic view of each customer, helping you build longer-lasting relationships, superior customer experiences and increase business revenue.
CRM should be at the heart of every business. It is not just one piece of technology but is the linchpin between sales, marketing, customer service and after sales. The more you know about your customers, their buying behaviour and how they want to be communicated to, the more likely you are to win them over — delivering a seamless experience time after time.
Whether you’re a startup looking to scale quickly, a small business wanting sustainable growth or a company wanting to make it big, a CRM system that works with you, not against you, is worth its weight in gold.
CRM in 2019
In 2018, overall CRM usage increased from 56% to 74%. (Source: Superoffice.net). With increased automation and cloud technology, your CRM is no longer just another tool in your customer toolbox. It is a fully integrated, fully connected platform that helps you better access customer data and drives business growth.
We’re not just talking about name, company and contact details here! CRM systems are way more sophisticated and intelligent than ever before! Bespoke systems can be tailored to precisely what you need. Seamless integration into existing systems is possible, meaning no more ‘off the shelf’ that ‘doesn’t quite work’. Moreover, a bespoke CRM system may not be as expensive as you think given the value it can add!
Benefits of a CRM system
The benefits are endless, but very simply, a CRM system will streamline workflow, accelerate business processes and provide a single joined-up customer view.
Customer relationships will deepen and grow, customer satisfaction and customer retention will increase, leading to more sales, a lower cost per acquisition and a healthier bottom line.
Loyal customers are worth up to 10 times as much as their first purchase (Source: Helpscout.net). So why wouldn’t you want to invest in technology to help provide an outstanding customer experience for them?
Not forgetting your new customers! CRM can help develop new channels and products, tapping into previously unrecognised sales and marketing opportunities. Using real-time customer data, you can identify which trends to target in a fraction of the time.
Our Top 9 CRM system benefits
- One centralised, integrated data source means improved customer targeting using data collected from your social media, website, phone, email and other marketing channels
- Sales and marketing are more aligned, collaborating to create ‘joined up’ communication masterpieces that engage and convert, driving brand loyalty
- Customer service is improved with better touchpoints and interactions
- Customer challenges and pain points are understood, providing a smoother customer journey
- Automated, targeted campaigns achieve economies of scale, meaning marketing budgets stretch further
- New technology means CRM can be accessed off-site and off-line via mobile or tablet
- Assigned individual tasks and tracking saves time
- Streamlined workflows improve team efficiency and productivity
- Bespoke, automated reports tracks team and individual performance, helping teams thrive and making team meetings more effective
8 Questions to ask to help you choose the right CRM
There are lots of companies offering different CRM solutions. Some are ‘off the shelf’, others are bespoke and built for your requirements. So if you are thinking about taking the plunge, what questions do you need to ask?
- Is the system relevant to my business? Does it have the features I need?
- Am I paying for lots of features I don’t need and can I disable them?
- Can it track and analyse the information I need? Can it run reports easily? Can I customise them effortlessly?
- Can it do real-time tracking?
- Can it integrate with my existing business systems?
- Is it easy for everyone to use?
- Can employees access it anywhere on any device, PC, laptop, mobile or tablet, even offline?
- Are there hidden costs such as maintenance, software updates, implementation, integration?
Finally, even if you are looking at ‘off the shelf’, we would always suggest looking at a comparable bespoke solution. ‘Off the shelf’ may be cheaper initially, but longer term, may not be the best route and offer the best value for money for your business.
Is your CRM system still a spreadsheet? Talk to Naked Element