The letter “R” in CRM stands for relationship, the most vital part of Customer Relationship Management. In this day and age where the world is full of overcrowdedness, creating strong, meaningful relationships should be the goal of every retail business. According to Epsilon, 80% of consumers are more likely to do business with brands that offer personalised experiences. Indeed, every customer wants to be seen not just as a person with money to spend but as an individual with unique needs and expectations.
What is Customer Relationship Management (CRM)?
Customer Relationship Management (CRM) is a set of techniques used by many businesses to effectively manage customer relationships. By focusing on understanding customers’ behaviours, expectations, preferences, needs and buying patterns, CRM allows businesses to develop, promote and improve their offerings to the market. With CRM, businesses can properly address their purchasing needs and improve marketing strategies in order to retain old buyers and attract new customers.
5 Ways CRM Software Helps Improve Sales Performance
Customers expect brands to address them by their names on emails. They expect businesses to have their previous phone calls on record. Without a system that can keep track of these details, brands are likely to experience a major downfall. This has established the role of CRM for businesses who are looking for ways to strengthen their relationships with their prospects and returning customers.
1. CRM manages customer relationships
Improving sales is vital for sustaining any type of business, not to mention, significant to help the company grow and expand in the future. To improve a brand’s sales, providing personalised customer experience is necessary.
With more and more people developing an interest in unique and more personalised customer experience, businesses should make an effort in curating a more personalised approach. Brands should learn how to show their passion in what they do in order to effectively deliver a deeper, more targeted message to their audience.
There are numerous ways businesses can interact with their customers: via email, phone, text, direct mail, online forms, face-to-face and more. Multiplied by hundreds or thousands, each interaction is likely to cause problems in terms of providing each customer with personalised experience.
A reliable CRM helps businesses handle personalisation on a huge scale, allowing them to manage customer relationships and eventually grow sales.
2. CRM supports your marketing efforts
In any business, marketing is considered a key for survival. Without a proper marketing strategy, an entire company can be put in jeopardy.
Businesses should understand the value of their brand’s message. It has to be done correctly and delivered properly. Regardless of a company’s approach to marketing, an excellent CRM can be of great help.
CRM offers businesses the ability to organise contact lists, allowing them to send the right message to the right audience at the right time. For starters, brands can instantly tag their prospects on their CRM and monitor those who have identified specific pain points. From there, businesses can send customers some free e-books to address their problems and at the same time, cross-sell an offer.
3. CRM allows cross-collaboration across departments
As businesses grow, more and more data are shared across different departments. With this, there are greater risks of having unstructured data. For example, marketing teams could hold a set of contact lists and sales could have a different set as well. In such cases, it’s highly possible that these lists overlap, misguiding the entire company.
A reliable CRM software prevents such incidents from ever happening. With this in place, businesses can customise their contact records, ensuring that all data are up to date and all departments share the same information.
4. CRM increases productivity
CRM helps improve sales performance by streamlining sales processes. It makes selling a lot easier from the sales floor to the corporate offices and even to the supplier warehouses. CRM software allows a company’s sales team to pick up the conversations where they left off while also providing them with the information they need to make an offer.
What’s more, CRM reduces employee training time by having all processes integrated into a single system. Less time spent at the checkout counter can help increase confidence for employees as they feel far more efficient at their jobs.
5. CRM keeps your data safe against threats
Most small businesses, if not all, opt to handle their client database on their own. One of the most common reasons for this is that organizing client details on spreadsheets is a lot more affordable than outsourcing services.
Unfortunately, storing data on spreadsheets also comes with a huge drawback: these data are always at a greater risk of getting lost, stolen or damaged.
With reliable CRM software, businesses can keep all critical data safe against cybersecurity threats. It supports businesses by managing your list and ensuring that data are stored securely.
Needless to say, CRM is a significant addition to every small business’s essentials. By managing customer relationships, supporting marketing efforts, allowing cross-collaborations between departments, increasing productivity and keeping data safe against threats, CRM software can indeed, help improve sales performance.