CRM (Customer Relationship Management) software will help businesses to record and track their customer interactions in the three main areas of CRM: marketing, sales and services. In CRM software, interactions between businesses, potential customers and existing customers can be recorded. In this article we provide what needs to know about the CRM system. Follow us.
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What is CRM software?
CRM software, as an important tool, enables the implementation of developed strategies and drawn processes and plays an effective role in achieving the competitive goals of organizations.
CRM software collects all customer data in a centralized database and provides a comprehensive view of them.
CRM software also provides the ability to track any interaction with the audience, including phone calls, text messages, faxes, social networks, portals, mobile apps, emails or face-to-face meetings.
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Benefits of CRM
Adopting CRM strategies with its tool implementation will have the following benefits:
Effective organization and management of individuals and user accounts
Creating a 360-degree view of customer interactions in all departments and units of the organization, increasing customer interactions and satisfaction, improving customer experience (CX) and creating infrastructure for its management
Improve customer relationships and experience with easy access to all customer information to provide support beyond expectations
Improve customer satisfaction and increase the organization’s revenue by repurchasing and advising others
Better and more accurate identification of sales opportunities and consequently increase the organization’s orders due to the use of appropriate tools and optimized processes
Better management of the personnel of the propulsion units of the organization (marketing, sales and services) through the received reports on how they work in CRM software
Follow marketing plans by optimizing the implemented campaigns and calculating the rate of return on investment in the CRM system
Receive customer feedback using survey systems and hear the customer’s voice
Performance analysis of propulsion units using management dashboards
Facilitate the acquisition, resale and resale process
Increasing the life of the organization’s customers (CLV)
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CRM software is suitable for which businesses?
CRM software is used to meet the needs of customers and meet their needs and requests to help companies during the marketing, sales and after-sales service processes. However, as long as the company has customers to manage relationships with them, it can use CRM software. CRM software systems are a priority for the following businesses:
Businesses that deal with a large number of customers and need to track interactions and information related to their customers.
Businesses where different units of their organization deal with the customer and interactions with customers, need to be followed and monitored through different departments and teams of the organization with different plans and in an integrated manner.
Businesses that need to manage their sales organization and need to provide a complete picture of the sales process to manage their employees’ performance and goals.
Businesses where customer satisfaction plays an important role in their success.
Businesses that have lost sales opportunities and need to develop sales from attracting more customers, resell and resell.
Businesses that need to interact effectively to provide the right services to their customers.
Businesses to which the after-sales customer also depends to provide a variety of after-sales services.
Businesses operating in competitive industries and markets.
The main parts of CRM software
Marketing Department
The most important factor for using CRM software in corporate marketing teams is to run campaigns according to the plans and receive information about the feedback of each campaign and enter it in the company’s CRM system. Successful marketing teams are constantly improving their marketing plans and campaigns in this way and are in close contact with sales teams to learn about campaign feedback.
sales department
CRM has traditionally been a tool to facilitate the sales process and provides the necessary information and knowledge to the management and sales unit during the sales process. A comprehensive view (360-degree view) of the customer helps sales teams make more accurate decisions. These tools increase the efficiency and effectiveness of the organization to track customer information and allow sales staff to focus on their work in the best possible way.
Sales staff record their customer interactions in the form of notes or conversations in the CRM system to make it easier for them to access previous history the next time they want to refer to this information.
service sector
Providing appropriate and timely support services is an integral part of companies’ commitments to products or services, so facilitating the customer service process will be important. Providing services through customers’ preferred channels and shortening the service delivery process is one of the major concerns of executives. Pursuing customer service items, answering their questions and ambiguities, creating a knowledge base and communicating effectively with customers are some of the topics that are considered in the customer relationship management software (CRM) services.
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