Introduction to CRM Software : Customer Relationship Management
Introduction to CRM Software
CRM ( Customer Relationship Management ) is a simple way to make your customers easily engage in your business. As you can understand from the name itself. Customer means i.e. our customers, Relationship means relationships, management means to handle Its function is to easily and easily absorb the number of our customers. If used simply, it means managing your own ranks well with the customer. This will improve the relationship between us and customers.
If it is necessary to make a relationship better, it is necessary to give it a good medium. If there is no good interaction between the two people, how can the relationship be good? In the same way if a businessman is not able to synchronize well with his client, then the relation of the relationship does not last long. We get a chance to do direct interaction with the customer through CRM. And it also shows how satisfied our customer is to us.
The following is the equation of Customer Relationship Management ,
CRM = Customer Understanding + Relationship Management
Through this CRM software any company can direct contact with its customers. Through this software you can keep records of the deal with your customer, how much of your luggage, how much money you got, how satisfied your customer is to you etc.
Through this, we get good services to the customer so that it is connected to the company for a long time, which increases the gross cell.
What is CRM Software ?
In CRM ( customer relationship management ), CRM software is a category of software that covers a broad set of applications designed to help businesses manage many of the following business processes,
- customer data
- customer interaction
- access business information
- automate sales
- track leads
- contracts
- marketing
- customer support
- clients and contacts
- support vendor / partner relationships
- employees
- knowledge and training
- assets or resources
While CRM software is most commonly used to manage a business-customer relationship, CRM systems are also used in the same way to manage business contacts, employees, clients, contract wins and sales leads. Typically, CRM software is used in the enterprise, however many products scale and can be used in a business of any size.
Examples of CRM Software
- Agile CRM
- Recruit CRM
- Salesforce
- Bullhorn
- SugarCRM
- Really Simple Systems
- NetSuite CRM
- Zoho
- HubSpot CRM
- ClinchPad
- Pipedrive
The technical specifications of CRM
These are various technical specifications of CRM Software. These are follows –
- Software on the server/cloud.
- For your desk and on the go.
- A tool that supports integrations.
- Software on the server/cloud
CRM were initially hosted on physical servers, but they are increasingly moving to the cloud. This means you can buy CRM software on a subscription, customize it and not worry about the costs of server management.
- For your desk and on the go
CRMs are mainly web-based applications. They are still developed primarily for desktops and laptops, but now they are also optimized for mobile. Most CRM are available as mobile apps on Android and IOS.
- A tool that supports integrations
You can integrate CRMs with a variety of applications like marketing automation tools, live chat software and helpdesk software. Unlike spreadsheets and email, CRMs let you collaborate swiftly and in real time.
CRM Process
These are the process of CRM Software. These are as follows –
Collecting and storing data in one place , In this, we have to keep all the information of the customer and have to store it in the system.
Communication with Customer , Now in this process we send messages to our customers and according to their choice give the information related to the product and from them the specialty of those products tells to buy the product of tell. One thing to remember is that not all customers buy stuff. But we send messages to all which increases the market value of the company.
Talking to the customer individually , If a customer has any kind of problem, then we have to show him the solution. For which we have to talk to him through message.
Types of CRM Software
These are mainly three types –
- Operational
- Analytical
- Collaborative
- Operational
In operational CRM, we focus on how to get involved with the customer and how to further your business. Such as: marketing, services, selling etc.
Sales Force is considered to be the best CRMs in this CRM. Sales Force CRM is used for big business.
Bringing its true objectives, transforming it into a customer contact, after collecting all his information and then servicing the customer.
- Analytical
The function of analytical CRM is to keep the whole information of the customer separate, convert it into a process etc. depending on the functions.
In this, we try to enhance the business of our customers to enhance the full information of the customer so that they can improve their business sales, marketing and services.
- Collaborative
It is communicated directly to the customer. So that they can get their feedback. From this we know that how satisfied they are to us and not how much. If we have any ambiguity, we also remove it through this CRM. For this, the website, email, phone etc. is used.
It can be used not only to customers, but also to share all the data with our business team. In this, different teams are instructed to save their information, so that all the other details are received comfortably. As such: The marketing team can access its data through CRM without any fault, and vice versa.
Advantages of using CRM software
These are various advantages/benefits of CRM Software are –
- Enhanced relationships with customers
From prospect to lead to customer, their journey is captured in the CRM. These insights put you in a better position to recognize people, their needs, and how your business can work for them.
- Lesser data entry
CRM lets you automate mundane tasks like creating leads from signup forms and sending welcome emails to new leads. Spreadsheets demand data entry, CRMs minimize it.
- Better communication
The CRM system becomes a single source of truth for every member in your team. No information gaps, no back and forth, the customer hears a consistent voice from your business.
- Higher revenue
Because you have a well-rounded view of your customer at all times, you can cross-sell and up-sell at the right moments, with higher success rates. This also reduces the chances of attrition.
- More collaboration = A strong business
Information in the CRM is useful not just for your sales team, but for marketing and support too. They can plan campaigns and respond to tickets better using sales context.
Disadvantages of using CRM Software
These are various disadvantages of CRM Software are –
- The transition from manual to automatic processes is always one of the major obstacles which you could face while implementing CRM.
- The psychology of being tracked with the implementation of CRM software even the team will have concerns about the possibility of being hacked. However, with the right training and guidance, it can be rectified.
- A slowdown in processes. Yes, once you bring in a tool it is going to slow down your processes a little. Think about it, you now have to record all the discussion you had with a client on phone or you have to take notes on the client.
Uses for CRM Software
These are various uses of CRM Software –
- Contact Management
The best use for CRM software is its main use: managing everything from email correspondence to sales activity and consolidating it into one centralized hub. This could be done with a pen and paper, a rolodex, and an Excel spreadsheet but there are some obvious drawbacks to that method. You can not search a rolodex the same way you can a digital system, and even well-made spreadsheets have their limitations.
Using CRM tools available through a loyalty program or POS, saves countless man hours, not to mention your sanity. Its best takes all the moving parts involving customer contact and links them together to create a system that’s seamless, intuitive, and easy to navigate.
- Inventory Management
Depending on the program you use and the type of business you operate, It is also capable of managing inventory and tracking item quantity levels, the pace at which they sell, and even which items are not selling. Zoho CRM offers inventory management tools that track sales, and manage product lists, price books, vendors, and more.
- Sale Pipelines
It gives you the ability to track the stage each sale is in across your team. You can prioritize sales by opportunity and manage all aspects of your workflow as well. Sugar CRM offers real-time pipeline management to give you the most up-to-date information, as well as management tools to help you assign tasks to your sales team.
- Task Management
Use CRM Software to manage everything from personal tasks to business deals, meetings, and more. Sync the software with your calendar, create and assign new tasks, and link projects and tasks with specific contacts.
- Document Management
It can be used to collect, manage, and distribute documents, as well as track which documents have been sent to which client, or employee, or vendor. Zoho CRM, Clevertim CRM and Contractually CRM all offer document libraries with varying levels of tracking.
