Customer relationship management (CRM) is the combination of practices, strategies and technologies that companies use to manage and analyze customer interactions and data throughout the customer lifecycle. The goal is to improve customer relationships and assist in customer retention and drive sales growth.
CRM can help you manage your customer data, implement your sales processes, conduct relevant marketing and forecast and manage post-sales and finances. CRM can also enhance your customer experience and you can open two-way communication for valuable customer feedback. It becomes easier to generate more referrals to qualified leads. You will better understand the needs of your customers.
The following is the list of common benefits that the organizations using CRM have realized:
Understand your targets — By getting a complete view of your customer’s interactions, you deliver personalized experiences and also leverage the information to drive revenue.
Improve sales effectiveness — By streamlining your sales process, you have meaningful conversations with your customers, automate the time-consuming tasks and spend valuable time selling rather than doing mundane legwork.
Reduce IT complexity & cost — With the comprehensive solution, you keep your teams happy with a solution that is easy to implement and use. You then increase adoption, reduce costs, and boost morale.
Focus on the best leads — Combining marketing campaigns with your website, you have a lead generation machine. You then can capture visitor information with customizable web forms and understand visitor intent. You track page visits and take action accordingly.
Shorten your sales cycle and improve your hit rate — With the effective solution, you surface the best leads, communicate across a customer’s preferred channel, and personalize messages based on behavior. You gain complete context with sales, marketing, and support touchpoints on the activity timeline. You then can focus on the best opportunities and communicate seamlessly across channels - Phone, Email, SMS and WeChat.
Grow customer value with integrated sales and support — With the effective solution, you develop long-lasting relationships with customers. With a deep understanding of your customers, you enable sales and support to work together to help the customer seamlessly. In addition, you can perform upsell and cross-sell to your customer base with automated sales campaigns.