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Running a company or a business of any nature is not an easy job. With so many variables and unseen scenarios plaguing a company at every step, it is among the hardest things to do. This is especially true for small, or family-run, or medium-sized companies or start up. With more factors in the negative than positive, companies can do with allies and solutions to pave the way for success. In this blog, we are looking at the role of a Customer Relationship Management tool (or CRM in brief) in solving some business problems and ensuring all runs smoothly.
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Dirty and scattered data - Daat being king and pivot for running a company needed to be as clean and accurate as possible. With data in many companies scattered, outdated, and inaccurate, it is a recipe for disaster. A CRM is a magic wand that collates all data from different sources into one place so that all departments have access & view the same data. However, a CRM cannot clean inaccurate or dirty data. This is the job of people in the company deputed to do the same before uploading/migrating it to the CRM. Therefore, a company needs to clean all available data before moving it to a CRM, or else the same issues will plague the company.
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Haphazard workflows and processes - Standardisation of workflows and processes is another important solution provided by a CRM. When everything is clear, smooth, easy, and specified, work gets optimised and the performance of each employee gets enhanced.
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Flawed customer service - We are all in business to serve clients and ensure customer delight. This way we thrive & grow over rivals and see an upward growth in year-on-year ROI. A CRM provides valuable insights into each lead / client and their journey with you, guiding you to make improvements and correcting mistakes, ensuring customers issues are addressed and they are kept at all times. Without a CRM, customer servicing is flawed and does not achieve the desired results.
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Wrong sales predictions - A CRM uses the data from various sourced to analyse and come up with sales predictions / forecasts. Based on available collated data, it is as good as it gets. Informed predictions are more useful than those based on wrong data. Good business plans are founded in good CRMs.
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Reduced productivity of employees - Companies with employees who are working from home or ' on the move or field ' benefit from CRMs that are also cell phone friendly. Thus, everyone is connected and can work efficiently, anytime and anywhere.
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Interdepartmental silos - Work in every organisation suffers due to silos/barriers between various departments. CRM removes this with everyone getting access to all data/information and being on the same page. Improve collaboration and see an upward tick in revenue.
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Dull reports - A CRM presents data/information in the form of graphs, charts, and other visual aids. Hence these real-time reports are informative and yet easy on the eye. Top-notch reports for use and circulation can be created to gain insights and make strategic decisions.
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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.
