Advantages of CRM: In this article, we will introduce you to the 9 main advantages of implementing a CRM in your company.
Advantages of CRM
1. Make your customer file usable
Customer satisfaction is one of your main concerns, isn’t it?
Advantages of CRM: A CRM helps organize all your customer-related actions: automated welcome messages, personalized service, right through to checkout. By being able to understand what your customers expect from you, you will be able to provide impeccable service.
Your customer file is then usable and exploited to its full potential. In addition, efficient customer service on all channels (email, phone, social networks, etc.) puts the odds in your favor to obtain a recommendation. You will develop your customer base by not using anything other than what you have already invested.
2. Optimize your lead generation campaigns
By collecting data on your customers, your market, or your industry, you will be able to better optimize your lead generation campaigns. As you enter more and more precise data and information, you will be able to create more relevant, personalized messages.
This is the core value of marketing automation software. They make it possible to set up a series of automated messages addressed to a specific audience and which are triggered by specific actions. Nurturing campaigns can be used throughout the sales funnel.
3. facilitate collaboration
Your CRM software is used to record interactions, needs, contact details, etc. If it’s cloud-based, your data will always be up to date, making it easier for your colleagues to make decisions.
In addition, some CRM platforms have integrated collaboration tools that allow several people to work simultaneously on the same file or to follow the evolution of a document, such as a quote.
Everyone who has access to the CRM can work collaboratively. For example, when a salesperson discusses with a customer and collects information, he can directly enter it into the customer file. This ensures that the rest of the team is working with the latest information gathered.
4. Optimize your business processes
To optimize your business processes, most CRMs offer certain task automation. They may include:
- The reduction of the time required to send emailing campaigns but also the maintenance of leads thanks to nurturing campaigns.
- The lead scoring allows the teams concerned to determine which are the qualified leads for sales (SQL) and which are the qualified leads for marketing ( MQL ).
- Answering a customer’s basic questions through chatbots or automated messages.
By automating certain business processes, all the teams in your company (marketing, sales, customer service, etc.) have more time to devote to more complex tasks.
5. Improve the customer experience
If thanks to your CRM, your sales team knows exactly what interests a particular customer, then you will have all the cards in hand to satisfy them.
By viewing customer data directly in your CRM, your sales and customer service teams will save time and make your current and potential customers feel that they matter.
6. Align your sales & marketing teams
For your business to perform, you need to align your sales and marketing teams! To accomplish this task, a CRM can help.
Companies continually conduct market research to identify the ideal customer profile and then target it. CRMs help to understand customer behavior and meet their specific needs.
Another task of CRM is to determine the best time for the business to promote and present its services to customers. A tool like this will therefore help you target the right prospects at the right time and with the right resources.
7. Promote more upsell and cross-sell
The ultimate goal of using a CRM is to make a sale; more complex CRM software like Hubspot or Salesforce still supports practices like cross-selling and upselling.
In the case of upselling, the software collects information about the purchase made by the customer to draw their attention to similar products, but from the range above.
As for cross-selling, the software collects information on purchases previously made by a customer to suggest complementary products. All details are then stored in a centralized database.
A good CRM will take care of spotting and exploiting all the opportunities, which will increase your income.
8. Optimize business operations individually
Many business leaders rely on their CRM to understand their salespeople’s performance and thus strategize on how to assign leads and tasks.
It is also thanks to CRM that they know which sales representatives are available and can assign sales tasks. In practice, the CRM makes the planning of each employee visible and makes it possible to compare who concludes the most (or the least) of deals.
Read more: What are the Main Features of CRM
9. Better customer knowledge
This is not new, the data collected represents a major asset for companies. The advantage of a CRM is that you can see who is interacting with your business and how.
For example, a prospect who successfully fills out a form on a landing page after seeing an advertisement on social media. With this customer data, you can define a classification, in your CRM, according to the stages of the sales funnel:
- Leads: these are people who have expressed an interest in your company (completed form, page visit, etc.)
- Opportunities: These are leads who at some point go deeper into your sales funnel and are close to buying. For example, maybe they spoke to a member of your sales team and requested a demo.
- Sales: When someone becomes a customer, it doesn’t mean your job is done. The additional data you collect on post-purchase habits will help you better understand the profile of your buyers.
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