A CRM system can offer numerous benefits to the management of a company, especially small businesses. The advantages range from lead capture to increased productivity.
Customer interactions can also be promoted through a CRM. After all, the “R” in this acronym stands for relationship. For managers and sales teams, the information offered by the platform can also generate actions that improve the customer experience.
With them satisfied, the companies' retention power also increases. Therefore, a CRM tool is almost vital for many businesses. Even more so in a very competitive scenario, in which acquiring a new customer is much more expensive than keeping others in the base.
What is CRM?
CRM, an acronym for Customer Relationship Management, is more than just software. It is an essential foundation in building and strengthening relationships between company and consumer..
By centralizing information, CRM becomes a vital instrument for the effective orchestration of business processes, from management to marketing, always with the customer at the center of attention. Through detailed analysis of the data collected, companies are able to anticipate needs, personalize service and optimize the purchasing journey, thus increasing customer satisfaction.
This strategic approach allows not only the efficient capture of new consumers but also the retention of existing ones, shedding light on the immeasurable value of in-depth customer knowledge for survival and growth in the current market.
CRM therefore emerges as a key piece on the corporate board, equipping companies with what is necessary to successfully navigate the complexity of modern markets, where understanding and serving the customer is the golden rule.
CRM: a salesperson available 24/XNUMX
The expansion of e-commerce, especially after the covid-19 pandemic, caused many companies to migrate to digital. Now, many of them need to interact with customers day or night.
These businesses have no time to waste. They need to sell 24 hours a day. With this, the CRM tool shows one of its main benefits. Through sales automation provided by the software, any company has the opportunity to increase its revenue.
The CRM can, for example, send an automatic email to a lead that has reached a certain stage of the sales funnel. If that customer has filled out a form, but has not followed their purchase journey, the software can be programmed to send a personalized marketing email.
The content is defined by the manager. You can just remind the customer about the offer or even offer a discount for them to complete the purchase of the product or service.
How does CRM help increase sales?
CRM has several attributes to boost sales for any business. The first one is to unify all the information on a single platform. This makes the management process much simpler and more coordinated. What makes the sales team not waste time on unnecessary processes or customers that do not bring any return.
As the platform can be accessed remotely, all salespeople are updated in real time about each customer. In this way, they do not carry out repetitive prospecting or are left without vital information to close the sale, even if the client has made the first contact with another professional.
CRM also becomes an essential tool for those who want to know the customer better. With so much data available, a seller has the chance to analyze the likes, the average ticket and what pleases or not the people who buy their products and services.
This information also allows managers and the sales team to separate customers into groups. After all, not everyone offers the same return. There are people who shop regularly, while others are seasonal customers. In addition, a business can have several segments.
A sporting goods company, for example, has the opportunity to analyze the behavior of customers who are passionate about football and running in their CRM. As much as they are interested in the same company's products, their interests are different.
How to use CRM in digital business?
many are the strategies that can be created from a CRM. A digital business can use this tool to integrate different platforms with this software, and thus achieve even better results.
Integrations with social networks and messaging apps are the main ones. By connecting the profiles of a digital business to the platform, a company can better manage customer relationships.
That's because whenever a lead sends a message, either by DM or by Whatsapp, they are all forwarded to the same inbox. By receiving all these contacts only through the CRM, a salesperson or an agent can respond to these requests without jumping from one application to another.
In this way, the treatment becomes faster, dynamic and personalized. Not to mention that all interactions between the customer and the digital business remain recorded, and can be accessed at any time by people authorized by the manager.
Another smart way to manage sales with CRM is automatic lead capture. Integrations with social media and messaging apps not only provide customer service benefits, they also work to attract new customers.
All it takes is for a lead to send a message to the social network or app integrated into the CRM. The software immediately creates a new profile for that potential customer. In it, the seller can add information such as telephone, contact e-mail, professional position or any other data relevant to prospecting.
CRM promotes customer retention
Having an overview of customers allows a company to calculate the risks as well as the opportunities in each contact. When a tool presents data on the status of each transaction, purchase history, among other data, it is simpler to promote customer satisfaction.
That's because a business will simply avoid mistakes made in the past, and focus on what really works. And when customers are satisfied, they have less reason to look to the competition.
As the focus of the CRM tool is the relationship, not the sale, this software offers several attributes so that any company, whether large or small, can provide the best customer experience.
Today, this system is at the heart of any successful retention strategy. When well implemented, the data presented by CRM can be integrated with other software focused on marketing, sales, personalized service, among others.
All of these elements combined are key to creating a unique customer experience. Furthermore, the integration of different systems allows these teams to have access, in real time, to the same information. As a result, they save time, and have more attributes to invest in generating and retaining customers.
Therefore, CRM proves to be a very relevant tool for any business, regardless of the size of the company. It is a sales, relationship and marketing platform. Fundamental pillars to manage and grow any enterprise.
