CRM: What is it, and what are the advantages of implementing it in companies? In a world as commercialized and digitized as the current one, companies in the UK have seen the need to reinvent themselves. And find a way to differentiate themselves from their competition.
In this search, many strategies arise to improve processes, brand image and reach. But always trying to achieve a rapprochement with people and thus have a more direct relationship with customers.
For this reason, being able to manage the contacts of clients and prospects is essential to improving the relationship with them. And personalize it according to their needs and thus achieve a practical and global competitiveness of the brand or company. This is possible through implementing the CRM, which we will know today, along with its advantages.
What is CRM?
CRM is the acronym that corresponds to Customer Relationship Management, through which a brand or company can manage and organise its database. As well as the interaction it has with each person with which they communicate.
The most common way CRM is applied is through software dedicated to organizing data and providing trend analysis. All based on people’s behaviour, preferences, interactions, etc.
With this, those in charge of marketing for the brand or company will have valuable data to help them establish strategies to achieve the desired objectives more accurately and securely. CRM is more linked to the technological field and should be understood and used as a tool for managing customers. And the interaction established with them, but not products or services.
With this option, you can use the collected information in a more accurate and optimal way.
We can say that the following aspects characterize CRM:
As it is a type of software, it is closely linked to technology, which can store people’s data regardless of where they come from. Referring to room address, work, age, gender, telephone number, email, etc.
These people’s traffic on a website, such as downloads, visits, messages, and applications used. And also the content they consume and the history of purchases they make.
For the application of CRM to be effective and to produce efficient results, all levels of a company or operational departments of a brand’s leadership must be inclined to provide customer service, directing internal strategies to the satisfaction of needs expeditiously.
Certainly, CRM, being a software, works in an automated way. This implies that the processes are not repeated, and there is no duplicate data. However, human intervention is necessary to verify that the data and the rest of the process are carried out correctly. Technology can also fail by the existence of some margin of error, however small. Therefore, it is not advisable to rule out human capital for this type of task.
Since they are the ones who, based on the data obtained, will be able to use the information to design the marketing strategies to be used.
CRM & Marketing: What does it imply?
A strong connection is usually made between CRM with sales and obtaining customer data.
Still, for this information to be useful and the work worth the effort, it must also be related to marketing.
The main objective of implementing a CRM strategy is to make the most of the information obtained.
To take advantage of it through marketing and thus increase sales, followers on social media, loyalty, and engagement.
Marketing automation is achieved by using tools that do the manual work, limiting the latter to supervising actions that will generate contact with the public.
The CRM comes to be a complement to collaborate with the marketing teams.
They can organise priorities and guide themselves to establish relevant strategies. Together with the support of digital technologies that have accelerated this automation.
And thus be able to serve the customer more directly and staff, focusing on their interests, tastes, and needs, and therefore manage to penetrate them to increase business.
- Manage interaction with customers.
- Focus on the information obtained from customers.
- Automate marketing processes.
- Manage and boost sales.
- Track the development of the sales process.
- Obtain greater fluidity in sales.
- Also, handle data from other contacts and suppliers, not just customers.
- Generate customer profiles.
Short term advantages
Implementing a CRM system will help the processes in terms of capturing customer information, which also implies that you can immediately obtain:
- Time savings in processes.
- Avoid duplicate data.
- That the information is up to date for all the departments that use it.
- Monitor customer management.
- Improve the experience for and of the client.
Long term benefits
Regarding longer projections, the CRM implies:
- Increase in sales.
- Rise in productivity and trade.
- Ability to sharpen forecasts.
The CRM and its application, in a practical way, will be a perfect complement for brands and companies. So that they can concentrate all the information in one place and thus it is easier to manage it. And avoiding at the same time the use of other applications or programs that may not be compatible.
On many occasions, it is necessary to cross-check information. The traditional way of doing it is manual, which implies a considerable investment of time that would delay other activities and imply a drop in productivity.
For this reason, implementing CRM is a feasible solution, not only because of the advantages already mentioned. But also, because this means transparency in the information processes for all those who handle it and accurate decision making.
Last but not least, information is power. If you have valuable data about your customers, you can manage dealings with them better and achieve better results for your business.
Do not hesitate to contact us if you want to increase your sales through digital marketing.
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Keywords: CRM, software, data, information, database, customers, sales, strategies, marketing, advantages, features, management, brand, company, business.