A CRM platform helps companies target different audiences, set scores and alerts based on an individual lead or customer’s activity, proactively work with contacts, and maintain relationships. Best of all, a CRM system can be used across departments to ensure that all customer-facing teams are empowered with the right data to create incredible customer experiences.
CRM benefits a company in a variety of ways. While the benefits vary by department or industry, here are the benefits of CRM in tow sections..
Improves Customer Service
CRM manages all your contacts and aggregates lead and customer information to build profiles of everyone you interact with. This gives you easy access to important information on customer behavior like purchase records and previous communications with contacts across different channels (social media, chat, email, etc.). Customers won’t have to repeat their stories over and over to you, and you’ll be able to address issues with best practice and less effort for improved customer loyalty.
Maintain a centralized database across your sales org.
CRMs allow your entire sales org to keep all prospect information — over any duration of time — in a central database. This allows for quick cross-team access as well as the ability to easily manage all information via a shared location. CRMs help reps avoid spending time digging through files and records to find the information they need about prospects to follow up and close deals.
Increase in Sales
Streamlining and improving the sales process, building a sales pipeline, automating tasks, and analyzing your sales data will inevitably lead to one outcome—increased sales and sales productivity. CRM allows you to have all your customer-facing voice, chat, social media, and email touchpoints accessible in one place. You’ll clinch more deals by building a repeatable, proven sales process, and delivering the right message on the right channel at just the right time.
Manage all communication and interactions with prospects.
All communication, both internal (rep to rep) and external (rep to prospect), can be managed through a CRM. This allows reps to track all parts of the buyer’s journey, including every interaction, email, phone call, and more.
For example, your CRM will help a rep determine if and when they need to reach back out to a specific prospect. It will also help your reps remember whether or not they already sent a prospect the resources they requested.
Retain More Customers
Retention and churn rates are extremely important determiners for a company’s success; customer churn is a major obstacle to business growth. CRM tools like sentiment analysis, automated ticketing, and customer support and customer service automation can dramatically improve your retention by letting human agents defuse problems. Analytics tools that look at customer life cycle can show you when churn happens and why, so you can identify and address pain points.