Information about customers, collected, ordered and processed in any way is not just a value, but already has a specific price and is a factor of competitive advantage in the market. Thanks to the knowledge of its customers, the company can move to a new level of relationships, the key principle of which is the regularity and consistency of impacts. From acquaintance to the sale and the further support.
Before implementing a CRM system, you need to understand the key benefits that you can get. These benefits can be broadly divided into the following categories: cost reduction, increased sales, and strategic impact.
The benefits of using the CRM
1. Saving the time.
CRM automates daily tasks, which usually take a lot of time, giving managers and sales staff more time to focus on their main tasks, namely, to sell a product or service. CRM allows you to free up time to find new potential customers, which means that the sales manager will no longer have to search for information about the client on his computer or on paper stickers glued to the monitor. The availability of reliable data and detailed dynamic reports at any time allows you to do more — not only to forecast sales, create and distribute plans, but also to monitor their performance promptly in the context of each employee.
2. Professional approach to the client.
Who do you think is better for the customer: a seller who stores all the information in one system that allows to quickly find important details and arrangements, special conditions and discounts, or who keeps all information in disparate files and cannot immediately answer questions, or forgets the time of the next meeting?
3. Saving the money.
Of course, the cost of CRM system can differ at times, but if you do not need the features designed especially for you, it is possible to easily find a less expensive or free system that will help you store information about your customers and you will never forget to congratulate them on their birthday. For you, it will make CRM system.
If the whole sales team works using one common system, then it will be easy to share customer information as needed. Most CRM systems allow you to develop templates for phone conversations or templates for e-mail messages. Many CRM systems have an external web interface, through which you can get information about the client and his debt from any computer or mobile phone.
5. Safety and reliability.
You will not lose a client if his sales manager resigns, the whole history of relations is stored in a safe place, nothing is lost and will not be stolen. At any time, you can find important information about the customer: the number, cost, and frequency of purchases, all interactions and stages of work. Just estimate the degree of client attractiveness for the company and the prospects for further cooperation. You will not have a situation where managers can simultaneously contact and fight for one customer.
6. The speed of obtaining information.
Any manager can see how the company’s relations with a particular client developed. Where and when the acquaintance took place, what kind of negotiations were conducted, what products and how often the client buys, etc. This excludes the situation that the manager will forget something or lose some important information that influences the transaction.
The CRM system functionality reduces the requests processing time and the resolution of requests greatly simplifies the work with existing and potential customers. Due to automation of routine operations and rational distribution of loads between managers, the quality of service is at a high level, even with a large client flow.
A modern CRM system will help to get rid of the endless tea-drinking, smoke breaks, Internet addiction and sleep at work will be. CRM regulates the timeframe and monitors the progress of the execution of assigned tasks. All violations are recorded and stored in the program — it is always possible to track and take action against an ineffective employee.
The head of the unit can quickly and easily establish goals for a specific financial period for each of its employees, and then combine them into common objectives for the entire unit.
Which of these benefits do you like the most?