CRM (Customer Relationship Management) software is an essential business software solution. Storing customer information, interactions and analytics all within one central database, CRM software assists companies with sales, customer services, marketing and overall company analytics. It also brings about many benefits including improved customer service, sales pipeline visibility, stronger and more effective marketing campaigns as well as a stronger relationship with your customer base.
Many businesses that are stepping foot into the world of CRM software for the first time, may be unsure of exactly all that this expansive solution can do for its company. Here are some of the best ways to use CRM software.
Many businesses may initially struggle with how to effectively market themselves. It can be hard to make marketing campaign decisions or tell how well a campaign has performed without a system in place to deliver those types of metrics.
CRM software’s, like WorkWise’s OnContact CRM solution, features campaign management functionalities, which enables businesses to execute multi-phased marketing campaigns. Those campaigns also have the ability to target customers based on online behaviors, demographics, purchase patterns and customer support incidents among other factors.
When your marketing team creates marketing campaigns meant to bring in new customers, CRM assists with lead nurturing. In addition to all that CRM can do with marketing, this solution also contains email-marketing capabilities, so your business can send targeted emails in mass.
Sales Efforts and Efficiency
Sales and marketing often go hand in hand. For all that CRM does for marketing, it is a dream for sales representatives too. One of CRM’s overall goals, in addition to improving customer relationships, is to increase sales. How can CRM do that for your business?
CRM has the ability to take on time-consuming tasks, enabling its users to streamline business processes and automate your everyday work tasks. This feature alleviates sales representatives who already have a heavy plate with traveling, working with customers on sales and taking part in sales meetings.
One of the biggest benefits that sales representatives can experience with the use of CRM is building a sales process, creating steps in closing deals and reducing sales cycle lengths. Providing complete visibility into your sale pipeline, sales representatives can identify details of every opportunity, work based on accurate forecasts and uncover the best customer opportunities that can potentially lead to sales.
Customer Service Experience
Developing exceptional customer service can be either simple or a mystery in terms of how to obtain and maintain it and thanks to CRM software, the uncertainty of whether your customer service is good or not, will no longer exist. OnContact CRM provides its users with a range of features that assists with the overall customer experience that customers are sure to appreciate. Some of those features include case management, change requests, a knowledge library, contract management, as well as our self-service portal.
Customer service is all about providing customers with answers about a wide range of things concerning your business. CRM stores information about both your business and its customers so that customer service reps are able to access and assists with issues quickly. For example, OnContact CRM provides a self-service portal, which was designed to provide 24/7 access to FAQs, articles, product information and more. If a customer cannot reach your business (because it is closed for the day, night or even weekend), customers can access the portal to search for much needed information.
CRM can store customer information such as previous times of communication and customer contact information. This makes it easier for a businesses to communicate with customers who may have previously spoken with your place of business before.
Of course, this is just a small amount of all that CRM can do and how a business can use it for their advantage. Marketing, sales and customer service are incredibly important to a business because they all directly involve customers, who help to make businesses what they are.