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Dummies Guide To CRM Technology


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Digital makeovers for companies are becoming a 'given' these days as they provide manifold advantages. No company can afford to be left behind in this competition to retain customers and thrive in a highly competitive market. One of the many simple tools for adoption by a company is a CRM. Customer Relationship Management is a super simple & efficient way on maintaining bonds with leads & clients. A CRM tool like Salesforce is the platform required to handle this engagement & relationships.

Marketing, sales, and customer departments all can do with a CRM for collating client and leads data and analysing it to get valuable information about their buying and engagement behaviours. Moreover, companies can manage relationships with other stakeholders such as partners, vendors, or staff by using the power of CRM to observe engagement and produce crucial information. CRM provides firms with an organized way to manage all types of stakeholders & clients, and their interaction with a brand. It has to be penned down that despite being superheroes for companies in their own right, CRMs need the integration or assistance of other tools to boost its performance and make a create a strong ecosystem.

Let's look at the benefits of a CRM system:

  • Companies get a holistic view of every client. The main reason for CRM adoption is to obtain an end-to-end insight into every lead & client who has engaged with your company at some point of time as well as their experiences (good, bad or ugly) with the company & its employees. A CRM allows brands to organize data pertaining to relevant stakeholders in a most systemic manner.

  • Scalable Sales and Marketing Processes.  Strong sales and marketing processes are mandatory to enable the company fulfil sales and revenue targets. Scalable processes are those that are well defined, can be scaled in use, and can efficiently aid in fulfilling business goals. A good CRM like Salesforce automates mundane tasks, minimises duplicity of work, and better predictions in terms of sales figures etc.    

  • Analysis and trends. Robust CRM tools provide valuable insights with respect to clients & leads. These insights aid the firm cultivate brand advocates and pinpoint trends related to their interaction with your brand (website, social media or products/services). Moreover, analytics obtained from the CRM’s information enables refinement to services to identify, nurture and retain clients.

  • Valuable data accessible with ease. All the information and data needed by a firm to review, strategise and plan is present and collated within the CRM. This can be viewed in the form of simple dashboards and graphics to take action.

  • Enhance sales. With a CRM, The company has all the information consolidated to give wings to the sales team. A well-configured and used CRM gives the sales department a platinum window into clients and their actions. This allows the team to segregate leads based on their conversion chances and focus on them, instead of cold clients.

About the Author

Anand Sharma

Anand is a Salesforce Evangelist, joined the Salesforce ecosystem in 2014 helping customers to be successful with Salesforce, and joined Codleo to share the goodness with even more developers all around the world. He is based in New Delhi, with his wife, and he tries to escape summers every chance he gets.

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