Customer Relationship Management
Customer Relationship management (CRM) systems are software solutions which organizations uses to for manage relationships and interactions with customers.
This strategy helps companies get truly connected with customers, control sales processes and enhance their revenues.
The relationship and interaction includes: first contact, conversion, sales funnel, real time sales and marketing, and renewals.
The main objective of CRM is to enhance business relationships and one way to do this is to centralize all information in one platform and provide it to merchants at the point of customer contact.
CRM software solutions involve functionality such as: scheduling, performance checking, workflow, automation and recording. Its monitoring tools offers a detailed view of customer satisfaction as well as an insight into the entire sales and marketing process.
To ensure the longevity of your business, you need to adopt a strategy for the future. You need to fashion out sales targets, business goals and profitability. But, getting a reliable information about achieving this feat can sometimes be delicate.
Now, you need to ask yourself the possibility of translating the large flow of data from sales teams, customer service staff, marketers and those in social media monitoring, into a profitable business information?
With a CRM system, you can have a clearer view of your clients as all the data is centered in one customizable dashboard. Content of this data include: a customer’s transaction history with you, the status of their orders, issues about customer service, and more.
You can as well, decide to include information from their various social media accounts which reports their activities such as reactions, comments, shares, and posts.
Another benefit is that marketers can utilize CRM system to better understand sales channels, making forecasting simpler and more accurate. This certainly gives you a clearer visibility of every opportunity, giving you a better signal to distinguish between enquiries and sales.
Because CRM is used as marketing tool, customer service teams utilize it effectively to resolve complaints from customers without even losing track. For example, a customer might raise an issue in one of the channels while they switch to the telephone to get it resolved but perhaps it happens via CRM system, it will be resolved on the same platform.
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