Getting Started with CRM - the process

Photo courtesy of Sean MacEntee(CC Attribution)

The modern business environment is defined by, and thrives upon, progressive customer relationships. All the feedback and criticism that the organizations of today depend on comes in through a large variety of channels, both online and offline. It is often difficult for an organization then to be able to effectively streamline such a large inflow on data and to extract the maximum possible benefits from it.

Enter Customer Relationship Management (CRM) software, a solution that helps companies, institutions, and organizations to better integrate their marketing channels and all their disparate sources for data.  Getting Started with CRM is easy but here’s an overview.

Getting Started with CRM: What is it?

CRM, or Customer Relationship Management, is a form of business strategy, a software program, or an internet system which allows a company to both organize and manage its customer database in a streamlined manner. In this capacity, CRM helps an organization improve its business relationships as well as its customer service, contact its customers more proficiently, maintain the efficacy of the workplace, and to keep its leads hot.

How Does It Work?

The most essential purpose of CRM is to allow an organization to gather detailed information about customers, and to analyze the data in a swift and efficient manner, so that all transactions are conducted as quickly and proficiently as possible.

For example, if a customer gets in touch with an organization with a view to purchasing one or more of its products and services, the CRM would allow the organization to see if the customer had purchased from them before. If yes, the organization would then be able to view their name, age, and purchase history, such as their product preferences, frequency of purchase, and length of relationship with the organization. The information thus gathered would help the organization recommend the most suitable options from the available products and services to the customer.

Who Benefits from CRM?

The true beauty, and perhaps the biggest advantage, of CRM is that is highly beneficial not just to business organizations, but to the customers as well. Through CRM, an organization can enjoy greater customer satisfaction, and the loyalty that generates, leading to a more streamlined work environment and considerably enhanced sales levels.

CRM allows businesses small and large to discover, understand, and to deliver exactly what their customers require and desire, thus helping them ensure repeat customers and a healthy bottom-line. Meanwhile, the customers have all their needs and wants anticipated and looked after, which provides them quicker, hassle free transactions, and a level of customer service that often exceeds their expectations.

CRM Applications

CRM applications are most akin to spreadsheets, in that they allow values to be input and tabulated so that the available data can be quantified, analyzed, and then interpreted to the maximum available benefit. These applications are remarkably easy to use and are better and swifter than spreadsheets as they are able to both gather and analyze data at once.

What is Online CRM?

Online CRM, as the name implies, is when an organization manages its CRM through an online system. It is often employed by small to medium-sized businesses, such as 24-hour call centers. Online CRM is the ideal option as employees don’t have to undergo extensive training and can yet access customer information as and when necessary.

What is Web Based CRM?

Web based CRM is a solution that integrates an organization’s existing system with real-time updates to eliminate any possible lapses in time when new information is available and has to be accessed instantly. It differs from the traditional software based CRM in that it works continuously to keep customer information up-to-date by allowing live updates as they occur.

How Does CRM Help an Organization?

Customer Relationship Management can help an organization significantly enhance its customer services, improve its lead generation, monitor customer accounts in a more effective manner, maintain a continually fresh and up-to-date database, and perhaps most importantly, to both manage and increase sales levels, thus making a positive impact on the bottom-line.

Getting started with CRM can be easy as long as you find the right people to help implement the system properly.  An experienced consultant can help guide you through the implementation steps for success.

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