Customer Relationship Management (CRM) has long been an essential software solution for every company that is serious about its customer base. Here are ten key benefits associated with web based CRM software if you are yet to be convinced.
1. Centralised data
By far the greatest benefit of CRM software is the way in which it brings all your customer data into one place, for everyone to access. Having customer data in a host of discreet locations including excel spreadsheets, e-mail archives and so forth makes it impossible to accurately share customer information.
2. Simplified sales process
CRM software is excellent at workflow automation. The steps involved in selling can easily be supported and structured using CRM software that connects with your firm's existing order fulfilment software. When a customer calls, your salesperson will have access to current quotes and the customer's profile which makes it far easier to negotiate and complete a sale.
3. Service and support
Good CRM software will allow all your staff to access relevant information relating to a customer, from purchase history to the current equipment they use as well as previous support queries. With this knowledge your team will be equipped to render improved service and support.
4. Automated marketing
The detailed information about your clients can be "mined" for marketing campaigns and be analysed for further selling opportunities ñ if your team has access to it. CRM systems are also essential if your business uses e-mail marketing as data is easy to extract and good quality CRM software will be able to connect to your e-mail marketing solutions or may offer components of its own.
5. Telemarketing
Your outbound sales team needs rapid access to the data records of every customer. Calling off a spreadsheet list or a pack of business cards is simply not effective. It is also easy to connect automated call centre software to an enterprise CRM solution.
6. Reporting
Sales trends and forecasts are readily available through CRM software. Not only can you easily determine who buys what and why but you can also analyse the performance of your sales team as well as the relative sales performance of different products and services.
7. Data backup
Data in several locations is difficult to duplicate for backup purposes and you are unlikely to be able to protect everything. On the other hand a central CRM database is far easier to backup. If it is an online CRM system you don't need to be concerned at all as the provider should handle backups.
8. Security
CRM software provides you with a solid layer of security. Whereas data that is stored on your office PCs and laptops or in paper form is vulnerable to theft, a centrally stored CRM database is far easier to secure. Once again, online CRM systems are secured by the provider on your behalf.
9. Scalability
As your business grows, your solutions need to keep pace. An integrated CRM solution gives you the ability to configure and adapt your customer database over time and if your business branches out to an additional location or market, the new element of the business will also have access to relevant customer data.
10. Systems integration
Enterprise CRM software can integrate with your existing network infrastructure and any legacy applications you may have ñ other systems in your company that deal with customer data, for example your accounting software or, in the case of larger organisations, your Enterprise Resource Planning (ERP) systems.
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