Customer Management System: Few Reasons to Use It
Your business and your customer base are expanding and you’ve just begun to investigate how to improve your customer relationships and manage your sales, so your company or business probably needs a customer management system, better known by its acronym, CRM. Then it is likely that your company or business needs a customer relationship management system, better known by its acronym, CRM. Do you know what we are talking about?
Simply put, customer relationship management (CRM) refers to software that tracks interactions with your current and potential customers.
Did you know that by using the right CRM you can boost your business like nothing else can? 🤔
But, when we talk about the advantages of implementing a CRM, what do we mean.
By properly implementing a customer management system, you’ll be able to store and manage current and potential customer data, track interactions, and help win more customers by increasing the sales team’s ability to close business, as well as improve customer service from your support team and automate marketing processes.
👉 A customer management system is ideal for your B2B.
B2B (Business-to-Business) companies count on special attention when talking about the benefits of implementing a CRM. This is because customer management systems were designed for this business model.
In the case of companies with a B2C (Business to Consumer) business model, it is also useful to incorporate. Although, in some cases it is also possible to use simpler lead management systems.
If your company operates in a mixed B2B and B2C environment, the trade-offs still make it possible for you to reap the benefits of CRM.
👉 You need sales forecasting and data reporting.
Visibility of data is just as important as collecting it. If you want to run sales forecasts, track your sales accordingly, improve your marketing strategy or other business activities, then a CRM system will give you what you need.
An example of this is that the probability of making a sale increases depending on the actions of the customer. If we can follow their steps, we can better understand the conversion points. One feature of CRMs is that they allow you to extract this information, extract user data and report it in reports for easy analysis.
👉 You want to monitor salespeople.
Sell, sell, sell! If you have sales staff then you’ll want to make sure that your leads’ details are under your control and always available, so you can monitor what they’re doing and make sure that, if they leave your organization, their sales pipeline doesn’t.
Not only that, a CRM system will show you how they are performing and the value of the customers they are bringing to your company. This is extremely important to understand the ROI of your marketing actions.
👉 You have a lengthy sales process.
If you don’t remember what stage of the sale each lead is in and what happened on the last call, you need the benefits of CRM to easily extract the history with the customer and pick up where they left off. This way the salesperson, whether the same one who initiated the conversation with the customer or not, can pick up without missing any details.
👉 You want to run marketing campaigns and have automation.
If you want to run simple or more sophisticated marketing campaigns, then you need a customer management system to hold the data and ideally to also send the emails.
But when is a CRM not necessary?
There are times when a CRM system doesn’t fit your business. Some examples of this are as follows:
If your company is managed solely by you. If this is the case, you don’t have to manage the sales staff or their activities.
You only get a small amount of leads per week. With fewer leads, you have fewer things to remember so you don’t need to use CRM features.
Your sales cycle is short and you don’t have recurring customers. This is self-explanatory, if you don’t have recurring customers, then you don’t need to record customer history.
You only have a few important customers that you can easily manage. Similar to the number of leads you receive per week, if you only have a few important customers, then it is much easier to manage them and a CRM system might not be necessary.