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Benefits of Using a CRM with your Business

CRM is comprised of 3 primary disciplines:

  • Sales
  • Service
  • Marketing

Many companies invest in Customer Relationship Management to accommodate one of the above mentioned disciplines. Generally, a company identifies that they could benefit from a solution in one of the previously mentioned disciplines and integrate that into their business first. Then depending on the success of the first, expansion into the two remaining disciplines follows. For example, a company may invest in a CRM solution to help address the needs of the sales department. Once those needs are met, expanding the use of the CRM solution into service or marketing is a natural fit. It is inadvisable for a company who purchases a CRM solution to plan to do so in a manner that addresses all three disciplines at once. It is both time consuming and resource draining.

Customer Relationship Management Benefits by Discipline

Sales

As companies grow one of the challenges they face is the growth of the sales team. As more salesman come in and join the company there needs to be a way of dispersing leads organizing sales and tracking contacts. It can be very embarrassing when two different salesman call the same customer on the same account and leave the customer confused or feeling that the company is unprofessional. Additionally in order to show the profitability and the abilities of the sales rep companies institute pipeline forecasting to make sure each salesman is meeting his or her objective. CRM allows the sales rep to apply each one of the deals he or she is working on towards his forecast to show management that he is able to or she’s able to meet his sales objectives for that month or quarter. Pipeline reports, forecast reports, live deals or “opportunities” and opportunities that are getting close to closure are tracked in report dashboards and quarterly statements that management can review against their objectives. Additionally sales reps use the system to produce quotes for their clients and be able to manage multiple quotes against the deals are working on. From a single system, sales reps can identify the client, determine the product, and produce a professional looking quote or proposal to be able to complete the sale.

For Marketing

The marketing department of a company tries to determine how to best penetrate each region or industry with the products that are being sold In order to do that they will get sales statistics and do research to find the best place to direct their advertising initiatives. CRM solutions allow marketing agents to purchase large volumes of names and contacts which they then import into the database to create leads. Lead lists in the database can be grouped into campaigns to send mass marketing letters and also to pass those successful responses to sales reps for follow-up up and conversation into sales.

For Service Teams

Serviced apartments use the database of customers to be able to respond to challenges with the products. As a standalone product a, CRM solutions give the service department the list of customers and their products to respond to customer calls. Customer questions can be researched and while the support agent quickly looks up the product that was purchased, the same system can be used to track repetitive problems. This information is then stored in a knowledge base of answers to post publicly through FAQs.

The main benefit of using a CRM system is to centralize as much detail about the client, the products, the pricing, deals being worked on, competitor tracking, and troubleshooting so that large organizations can be more effective. Daily activities like Subscription billing or telecom management software.

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