If you’ve heard of CRM and want to know what it can do for your business here are some considerations at your fingertips, which will help you to understand if you need it and how it can improve your business.
The CRM seen from the outside is very simple: it is a software that allows you to manage all the sales part, starting from a simple collection of data in a database.
In truth, however, the most popular CRM software, paid or free, such as HubSpot, allow you to manage these processes in an advanced way, and consequently find more customers. A CRM then handles the entire life cycle of a customer, from the time of acquisition to after-sales service, to customize/shorten/refine the entire process.
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The data collected, used intelligently, can be applied to an enlarged set of potential customers, generating other opportunities. The aim is to improve the relationship with the customer, to increase the customer Retention rate and to exploit the publicity induced by the customer satisfaction to generate more sales.
Today, CRM is much more evolved and has introduced, over the years, several advanced functions. When looking for a CRM the expectations about its use mainly concern the commercial aspect. It is therefore this sector that should employ it for:
Improve customer Service
Improve customer Satisfaction
Help retain Customers (customer retention)
Create New Business Opportunities
Manage and share sales data in a simpler and more intuitive way
Reduce business costs
Increase the margins of a single sale
Improve the sales department with Smarter processes
Manage renewals or periodic sales over time
So why should you try a CRM?
A CRM like hubspot allows you to know the status of each contact at any time. And you can do it wherever you are. You will know what to say to a customer who asks for information about his purchase, but also on which side to concentrate efforts to complete a sale.
CRM is an organization: You can then program every area of the sales process, assigning priority according to your needs. Doing so will not disperse energy and will satisfy the expectations of your contact/customer.
You will have a regular report that informs you in a detailed and clear way about the process of sales and acquisition of customers, in which areas you could improve and which are going well. So you can allocate the funds according to a logical and consequential scheme.
For your sales team the CRM is crucial: you will be able to identify the opportunities given to your hand. You will not send the commercial unladen to conclude contracts with cold customers. Instead you can seize opportunities at any time, thanks to the sharing of data.
The CRM works in tune with the sales funnel, rather, organizing the funnel with a CRM quickens and improves the marketing part to that of sales. The funnel – as its name implies – is a funnel
within which to convey the generic (but profiled) user of the website, to turn it into leads. Put that your site generates 100 visits a day: of these 100 only 40 will be interested in your commercial offers on a landing page. It is very probable that of these 40 only 15 will pass to a concrete phase of interest. Eventually, maybe 5 actual buyers will be.
If this path is logical, and the Funnel is done well, you will record constant numbers not due to chance. A CRM organizes the data in this sales location and generates very reliable reports on the effectiveness of each individual page or every single action accomplished, within the site, by a particular user.
CRM monitors every aspect of sales, both in Marketing and sales (sales) and service (after-sales service).
With the use over time, you will learn the “cheats ” and shortcuts. By accumulating historical data you will save time and money, you will have statistical models with which to work to file the inefficiencies, to project in the future the earnings (Forecast), to allocate budgets for a particular sector, to rationalise the sales team eliminating the Waste.
By increasing the value of after-sales service you will be able to reach more customers through word of mouth, saving in cheap advertising and unnecessary expenses.