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Customer relationship management (CRM) is a technology for managing all your company’s relationships and interactions with customers and potential customers. The goal is simple: Improve business relationships. A CRM system helps companies stay connected to customers, streamline follow up processes, and improve profitability. CRM can be especially beneficial to a small business, where teams often need to find ways to do more with less.
CRM can cost you real money. Your Sales Executives are out on the road talking to customers, meeting prospects, and finding out valuable information but all too often this information gets stored in handwritten notes, laptops, or inside the heads of your salespeople. Details can get lost, meetings are not followed up on promptly, and prioritizing customers can be a matter of guesswork rather than a rigorous exercise based on fact. And it can all be compounded if a key salesperson moves on. But it's not just sales that suffers without CRM. Your customers may be contacting you on a range of different platforms including phone, email, or social media asking questions, following up on orders, or contacting you about an issue. Without a common platform for customer interactions, communications can be missed or lost in the flood of information leading to a slow or unsatisfactory response.
CRM and the cloud computing revolution have changed everything. Freed from the need to install software on hundreds or thousands of desktop computers and mobile devices, organizations worldwide are discovering the benefits of moving data, software, and services into a secure online environment.
Cloud-based CRM systems mean every user has the same information, all the time. Your sales teams out on the road can check data, update it instantly after a meeting, or work from anywhere. The same information is available to anyone who needs it, from the sales team to the customer service representatives. into a secure online environment.
A CRM system can help you identify and add new leads easily and quickly, and categorize them accurately. By focusing on the right leads, sales can prioritize the opportunities that will close deals, and marketing can identify leads that need more nurturing and prime them to become quality leads.
By understanding your customers better, cross-selling and upselling opportunities become clear giving you the chance to win new business from existing customers. With better visibility, you’ll also be able to keep your customers happy with better service. Happy customers are likely to become repeat customers.
Today's customers expect fast, personalized support, at any time of day or night. A CRM system can help you provide the high-quality service that customers are looking for. Your agents can quickly see what products customers have ordered, and they can get a record of every interaction so they can give customers the answers they need, fast.
A good CRM system will gather information from a huge variety of sources across your business and beyond. This gives you unprecedented insights into how your customers feel and what they are saying about your organization, so you can improve what you offer, spot problems early, and identify gaps.