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CRM: an invaluable tool for your business

Do you have a single view of your customer?

For businesses today, the single view of a customer means bringing together all data on a customer including demographics, personal information, interactions, transactions and intent.

But how can marketers go about establishing that 360-degree view and creating that positive customer relationship?

CRM (customer relationship management) 

A CRM (Customer Relationship Management) is probably one of the most invaluable assets a business can have. Originally designed to help businesses build and maintain relationships with new and existing customers, today it has evolved from a simple contact management system into a robust tool that lets you manage sales, marketing, accounting, vendor and other types of operational data, all in one easily accessible system. CRM is no longer just an application of technology, it is a strategy to refine your customer process, improve workflow, manage your customer’s experiences more effectively and create more sales for your business.

Ultimately a CRM system helps a business to gain insight into the behaviour of their customers, modify their business operations and capatilise on improved customer relations.

The better a business can manage the relationships it has with its customers the more successful it will become. And the more you know about your customers, the easier it is to identify new leads and increase your customer base.

As a whole, CRM software makes your life as a business owner much easier, giving you and your sales teams all the tools necessary to grow your business in a central hub.

Let’s see if a CRM system is right for you and your business.

You should consider adopting a CRM system if the following statements apply to you:

You need a robust contact management system.

If you are looking for an improved way to store and manage your customer information, CRM software is a great solution for your business. It acts as a complete database, storing all kinds of insights on customers (demographics, personal preferences, contact information, purchase histories, customer interactions and more). All this data can then be used to segment customers, grouping them on specific criteria or targeting them for marketing purposes.

Additionally, CRM can act as a contact management system for other associated parties, such as vendors, affiliates, business partners and more.

You’re looking for an automated way to increase sales.

CRM systems offer a lot of tools to help you increase sales and execute more effective marketing campaigns. These include:

Lead generation: Find new customers by automatically generating leads from various sources like social media, website visitors, inbound calls, newsletter sign-ups and more.
Prospect nurturing: CRM can nurture prospects through the entire sales pipeline, from lead generation to closing the sale.
Email marketing: Automatically build email lists, launch email marketing campaigns and measure performance. CRM can also send email reminders to customers and prospects to drive sales, by reminding them of abandoned carts, suggesting products that they may be interested in and other ways to make up for missed sales opportunities.
Quotes and invoicing: Create and store sales quotes for individual customers and customer groups. When they are ready to purchase, CRM can automatically turn those quotes into invoices, which are then imported to your accounting and other designated solutions.
Order tracking: Get tracking information straight from your CRM dashboard. Order information appears on customers’ individual accounts for quick and convenient access.
Performance tracking: With sales reps having their own accounts, sales numbers, quotas, incentives and other metrics can be easily tracked.
Competitor tracking: Keep an eye on what competitors are doing. Such as their social media activities, press releases and other sources of news.

You want to deliver better customer support.

Because CRM is all about managing customer relationships, it can help you deliver the best customer support possible.

Each customer account includes key customer information (purchase histories, past interactions, order information, preferences, personal data and more). Having this readily available point of reference, sales and customer service representatives can easily answer customer questions and resolve issues. Moreover, this ensures that all support staff have access to the same updated information.

If you feel that your business could benefit from a CRM system, contact us and let’s talk about your options.

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Paula Gries

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