The CRM system, also known as Customer Relationship Management, involves a process widely used by startups, PYMEs, and large companies. It provides 360º management of sales, marketing, and customer service, as well as all points of contact with the brand. CRM goes beyond a platform or software. It accelerates and automates time-consuming routine tasks to have more time for other tasks.
In this article, we will provide you with some tips on how to implement a CMR system correctly. Let us see.
- Why is a CRM system essential for your company?
- How can you start implementing a CMR system in your company?
- What steps should I follow to implement the CMR system?
- What types of CMRs are there that can be implemented?
- Which other steps should we follow to implement a CRM?
- What are the main features of a CRM?
- How does CRM benefit us and give us an advantage?
- What else should you know about CMR systems before implementing them?
1. Why is a CRM system essential for your company?
CRM systems represent one of the most important and innovative technologies that help companies grow consistently. They also improve customer relationships and experience. In addition to managing and analyzing interactions with the public.
CRM anticipates needs and desires, optimizes profitability, increases sales, and helps personalize customer acquisition campaigns. The benefits of CMR occur for both internal and external processes. Within the company, the platform organizes accounts and contacts in real-time in the most accessible and practical way possible. Also, CRM provides cybersecurity by automating processes.
Also, this simplifies the sales process. Leads can get transferred to the team more quickly. This reduces potential communication problems and keeps the entire team updated on the company’s customers and activities. Outside the company, the advantage lies in improved customer service.
With a CRM system, the dialogue with the customer becomes personal, relevant, and up-to-date. This results in a 45% increase in customer satisfaction. In other words, the better the customer service and communication at the time of sale, the greater the guarantee of return and recommendation.
2. How can you start implementing a CMR system in your company?
Companies that have a CRM system streamline internal and external processes. This gives preference to the increase of sales without losing the quality of customer service. It does not make any difference if the company is small, medium or large. There exists an ideal CRM for your business and it can be customized according to your needs.
The implementation of a CRM generates a competitive advantage for those who act in the market. The implementation process can come in eight stages that involve planning, execution, monitoring, and evaluation.
In addition, it has objectives created for each of them. Defining each step helps to build goals for each phase and allows adjustments to occur strategically even in implementation, avoiding future problems.
3. What steps should I follow to implement the CMR system?
The first step involves analyzing the business mapping. This stage requires you to identify the real needs of the company and the context of the CRM system implementation. To help you in this, you can consult some of the questions you can ask yourself about your company:
- What is the company’s budget for implementing a CRM?
- Are you able to find customer data quickly?
- Do you feel that negotiations should be faster?
- What processes are involved in customer relationship management?
- Is the company ready to become customer-centric?
- How are the processes of each area of your business?
- What are the characteristics of the market in which your company operates?
After answering the above questions and mapping the planning, it comes time to define the objectives you want to achieve with the implementation. Consider whether the company needs to increase customer retention, grow lead qualification and profitability, or reduce costs in a specific area. Detail and explore each goal so that the process is as clear as possible.
The third step involves presenting the idea to the team. Before presenting the new corporate culture for the entire company, it becomes important to determine the team that will be involved in the CRM and the responsibilities of each one. This process will help in organizing and establishing the levels of access to the tool.
4. What types of CMRs are there that can be implemented?
Before continuing to describe the steps, we must consider a fourth special step. This consists of choosing a type of CMR. There exist two types of CRM that you can use in your company: Cloud CRM and also On-Premise CRM. To choose what works best for your business, evaluate your needs and budget.
Local CRM, also known as On-Premise CRM, can have a higher cost since it needs a physical server in the company. In addition to that, maintenance must come from an in-house IT team. The advantage lies in the fact that you have more control of the server, however, a loss of energy in the company. For example, it can cause delays in the use of the system.
On the other hand, CRM in the cloud or CRM Cloud has a more practical system. It relies on cloud-based computing and is fully online, it does not need to be installed on a computer and you do not need to have a dedicated IT team to maintain it.
The team only needs to access the server page on any device or through the tool’s application. Although it depends 100% on a good internet connection, the CRM system can be programmed to synchronize data offline, so you do not waste time or information.
5. Which other steps should we follow to implement a CRM?
Step five is process mapping. With the objectives defined, it is time to organize the ideas and create a flowchart of activities for each process to be developed. In this flowchart, you can identify the people responsible for each area that will be involved in the plan, as well as deadlines, behaviors, and possible results.
Also, this step will help to understand the role of the CRM system in each process, which will be described with as much information as possible. Thus, if necessary, you will be able to think of a new structure to configure the tool in the best way for your company.
Sixth step implementation of the chosen CRM tool. The time has come to implement the chosen CRM tool. Use all the information organized in the previous steps to make the appropriate configurations. And remember: you have the option to customize the software according to your company’s needs and to record the activities of each user.
On average, salesforce customers report growth of 27% and an increase in customer satisfaction of 42%. With our fully cloud-based CRM, we can do so much more for your business when it comes to success. We are pioneers in the field and have been recognized by Forbes as the most innovative company four years in a row. Keep exploring and find out why Salesforce is your best choice.
5.1 What are the final steps for CRM implementation?
Seventh step presentation of the new corporate culture and training of the team. To communicate to the company about the CRM implementation, bet on a clear and information-rich internal disclosure. Show the details of the project, including the implementation schedule and the benefits it will bring to all areas of the company.
The focus at this stage is to ensure that everyone understands the benefit of CRM. Facilitates and also automates the work to achieve goals and increase sales, bringing better results in less time. Make it clear what the employees’ responsibilities are and how customer relationship management can be improved with their contribution.
After communicating it, it is time to train the team involved in the use of the tool. This process may take some time, as CRM implementation changes the culture of the company and some employees may have more difficulties than others. But, generally, online marketing tools are very intuitive and training does not present any obstacles.
Eighth maintenance and monitoring of the tool. When implementing CRM in your company, it is important to maintain a frequency of monitoring and maintenance of the tool. Also, analyze the results and, if necessary, adjust the processes to reduce the chances of damaging the strategy. If, for example, you perceive that some costs are higher than expected, it is possible to make adjustments to speed up the sales process.
6. What are the main features of a CRM?
Contact Management. This main functionality of a CRM consists of capturing and organizing the data of potential customers, from prospecting to conversion. This data can include contact, demographic and transactional data. In this feature of CRM, it becomes important that you feel good with the tool, that it makes it easy to access the information, and that the fields have a logical order according to your needs.
It also provides us with interaction tracking. Allows the different areas involved in the sales process to have access to the traceability of the interactions between the customer and the company. This facilitates coordination and prevents the customer from having to repeat information to different contacts in the company. This not only speeds up the process but also generates credibility and makes the customer feel important to the company.
It also highlights its customer or lead qualification. When customers identify themselves well, digital marketing actions become more assertive and the sales process smoother. This identification can occur according to the proximity to the customer’s profile, the conversion potential, or any other strategic criteria that may be defined.
Another feature of CRM provides us with Omnichannel. Integrate different customer communication channels, from email to physical store to online store chat. Thanks to omnichannel, the customer service team can provide a solution in the shortest possible time and through the channel that is most appropriate.
6.1 What other features does CRM offer us?
Sales funnel management. It is a very useful feature when the sales process is long, because it offers a complete overview of the sales funnel, to manage all stages and prevent potential customers from abandoning the process.
Workflow automation. You can automate tasks that are repetitive in the sales process by creating workflows that trigger those actions. Another option is to create reminders to follow up on them. Social media management. Some CRMs even contemplate audience behavior on social networks, tracking their likes, mentions, comments, posts, and other interactions.
Mobility. The sales team spends much of their time in the field, in customer meetings, and on the go. It becomes important to consider that time is valuable for the customer, the salesperson, and the sales process.
In that sense, having a tool that allows mobile access from any type of device (laptop, cell phone, or tablet), for Android and iOS operating systems, represents a highly valued and productive functionality.
7. How does CRM benefit us and give us an advantage?
It offers the tools to make better decisions. Having control of the entire sales process and access to reports in real-time allows to make a global analysis of the commercial situation of the company and make better decisions. Increases sales opportunities. Facilitates prospecting and qualification of customers or leads. Allows detailed follow-up of customer needs at each stage of the process, managing the sales funnel and providing the right answers to customers.
Another benefit of CRM allows us to design a customer profile. After analyzing the information of the contacts and having the possibility to visualize them in an integrated way, it becomes possible to design our customer profile, work on our marketing and sales actions, and the launching of new products.
It aligns the marketing and sales areas. A CRM allows unifying information to work in a coordinated way between marketing and sales areas. Also, other areas such as customer service, technical support, event production, and other areas are involved in the process when system integrations are made.
Achieve more accurate sales forecasts. Having clarity of the sales process, customer status, and customizable reports, the company has a more reliable picture to make projections. Points of focus. Having a CRM will never represent a disadvantage for your company, on the contrary, there exist some aspects to which you should pay attention at the moment of contracting.
8. What else should you know about CMR systems before implementing them?
CRM goes beyond a platform or software. It is an accelerator that automates time-consuming routine tasks, saving hours that business owners can invest in more sales. However, without understanding how the process works, many companies delay CRM implementation.
Also, leaving behind the optimized progression of the business. To simplify and resolve the most common doubts on the subject, on Connect Tech you can find more information about this and other topics. Plus, you can always count on our dedicated agents to help you understand more about these matters.
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