A Customer Relationship Management system (typically abbreviated to CRM) is a business management strategy and software. It’s a digital way of connecting your business with customers via multiple communication mediums. It allows you to keep track of interactions throughout an entire customer lifecycle in the simplest terms. It’s a way to manage client relationships alongside an understanding of your current and potential customers’ wants and needs.
When implemented correctly, a CRM can help your company identify areas for growth, such as new markets or product offers. A strong digital strategy can also help you market more effectively via social media channels and email newsletters.
In today’s business climate, a CRM is no longer optional. If you want to be in the lead in the industry, it’s essential to adopt a CRM that meets the needs of your entire company.
When Should You Start Using a CRM?
There are tons of reasons to have a CRM solution. If you’re struggling with inefficient processes or inundated with piles of customer data but aren’t sure what to do, chances are your business needs a CRM system. Implementing one sooner rather than later can help save you from headaches down the road.
If you’re unclear if your business needs a CRM, ask yourself these questions:
- Do you have an overflowing email inbox?
- Do you need help organizing customer information?
- Do people in your company access and input client data/information into spreadsheets?
If so, this is a huge red flag. A CRM can centralize this information and ensure everyone is on the same page when it comes to client care.
Do you have limited insight into your current client base? For example, do you only know how many clients you have, and not what their first names are or where they work?
If you answered “yes” to these questions, a CRM system could help.
One Step Ahead of the Game with CRM
The benefits of a CRM are practically endless. We’ve already touched on some of the most important ones: organizing data, streamlining communication with clients and staying in the lead in the industry. After all, the most valuable piece of information you can collect is how your customers feel about your business. There are 5 critical areas that influence how consumers perceive companies: awareness, consideration, preference, purchase, and loyalty.
The key function of a CRM is to gather customer data in the points of contact where they interact with your business. You can then use that data to guide the process of purchasing from you while simultaneously connecting with them at various places along their consumer journey.
CRMs allow for seamless integration between sales and marketing departments so both can work together allocating resources where necessary based on the transactional histories. There’s also the added benefit of leveraging social media channels (Facebook, Twitter, etc.) to engage with your customers and potential clients.
Why Should I Hire a CRM Consultant?
CRMs should not be confused with simple database or customer relationship management software platforms, although there is some crossover in terms of what the CRM can do. While most businesses can benefit from having their own CRM system in place, few actually have the time or know-how to set one up themselves.
A dedicated CRM consultant will be able to not only assess your needs and current situation but implement a solution that will help you achieve the best results. Hiring an expert is key because they know their field. It’s much easier and less time-consuming to hire a CRM consultant than build a CRM from scratch and try to learn how to do it yourself.
From organizing your contact lists to mapping out the sales process, a CRM consultant will be able to handle everything for you.
CRM That Suits Your Business
We’ve talked about how to approach creating a CRM, what it’s used for, and why companies should invest in one. These are all important components that can help you understand just how valuable a CRM is to your business. Let’s now take a look at which type of CRM best suits your needs.
Steps to Create a CRM Strategy
- How to Choose a CRM Model – There are 4 main types of CRM, depending on the level of customer engagement needed for success.
- What Data Will Drive Your Business? – Identify what you need to know about your customers in order to serve them better.
- What Are Your Goals? – Know what you’re looking to achieve with a CRM, whether it be increased sales or improved customer relations.
- Where Is Your Business Now? – Evaluate where your business currently stands in terms of CRM needs and readiness for implementation.
CRM experts are available to fit your customer management needs. Upgrade to a more efficient customer management platform. Hite Digital will take on that role and work with your team to accomplish implementation. We can bring in the skills of Digital Agency Hacker as well. See how a CRM model can change the game for your business.