Customer relationship management (CRM) is a strategy for managing a company’s interaction with its customers with the goal of improving customer satisfaction, customer retention, and sales growth. A CRM System aides a company in achieving these goals by streamlining communication across different mediums and providing insights about the customer to key decision makers in the organization.
Customer facing teams such as Sales, Marketing, and Customer Support use a CRM System to communicate with customers, schedule appointments, nurture deals, manage customer complaints, send quotes, store customer information, and much more. As a result of this, a CRM System becomes the single source of truth for insights on sales, marketing, and customer support efforts.
A CRM is used by companies of all sizes, across diverse industries around the globe.
Usually have one to a few customer facing team members, usually take notes on notepads, communicate through email, and track data in spreadsheets. They use CRM to centralize data and collaborate around customers.
Usually have more people on each team and more customers. In addition to the needs of small businesses, they need to build a process for sales and customer service team members to triage and drive customer work forward. CRM helps them create, manage, automate, and measure that process.
Often have more than one of each team, sometimes in different countries. In addition to the needs of SMBs, they need to route work between teams, more in-depth customizations, and account management to ensure they get priority attention.
Sales teams seek CRM software to help centralize and track their contacts, deals, notes, and other information. It automatically captures data and nurtures customers. It also fosters collaboration with internal messages to ensure faster action. All the data collected is used to precisely forecast future sales, and reveal historical performance insights used for coaching team members and scaling the sales pipeline.
Support teams seek CRM software to bring all customer support requests from customer-facing channels (email, Twitter, phone, chat, and others) into one place where they can assign and respond to those requests quickly and effectively. CRM helps them prioritize requests by case duration, customer value, and reason, and shows them insights to improve overall customer satisfaction.
Companies invest in a CRM System at different stages of their life cycle depending on the challenges they are facing, functionalities they want, goals they are looking to achieve, budget, size of the company, business model, and other factors. However, you need a CRM System if you are facing these issues and limitations in your business -
Vtiger is a cloud based CRM that enables over 300,000 businesses to deliver outstanding customer experiences by breaking barriers between their marketing, sales, and support teams. Start off with a 15-day Free trial and schedule a call with our sales reps.