Modern people operate within a global economy that buys, sells and communicates in many ways. Our competitors are everywhere and the barriers of market entry are low, increasing competitive intensity. However Customer Relationship Management (CRM) is the process of tracking and professionally analyzing all of the interactions you have with your customers and prospects. It is also noted that CRM software is a beneficial tool that centralizes, simplifies, secures, and scales our customer engagement.
So global users need CRM to make their business more efficient and increase revenue per employee. Also you need a CRM to look into your near future and be predictive of your revenue. You also require CRM to mitigate the risk and costs of staff turnover. Finally you require CRM to engage in a cycle of continuous improvement and your business to survive.
A Forward View of Your Business
In the context of your ERP or financial systems, individuals could consider CRM as a “future view” into your revenue stream as opposed to a “historical view” of revenue. CRM is more effectively a future view into trends and events that will be leading indicators of your revenue and profit metrics.
Growing Your Business
The people use CRM to acquire leads from their website, from email campaigns, bring them in from seminars, webinars, conferences, or trade-shows and send the leads directly to your salespeople. Interestingly, successful organizations have turned to inbound marketing, which is the use of website and search optimization combined with a content curriculum to nurture customers.
Replicating Best Practices
CRM systems can also be used to embed your best sales or customer service processes that would perfectly guide your people through every customer interaction. Even templates can be created and used to guide your people through complex processes.
Doing More with Less
Your people’s strong ability to juggle an ever-increasing number of tasks, opportunities, cases, communications, and information is in jeopardy without the right tools. CRM would actually help them manage their complex world without dropping the ball.
Risk Management
There are incidences where customer has been to court over a case and a former employee downloaded their customer list. So CRM can assist track those events and offer an audit trail to make it simple to control sensitive information.
Customer Intimacy
It is revealed that customer intimacy is the act of tailoring your products, services, and even your customer engagement processes to fit a customer’s business or industry. CRM could aptly capture detailed information about your customers and their behaviours and enable targeted marketing, product development, and sales activities. It could also enable you to create the illusion of the personal touch with every interaction.
