CRM is a wonderful tool that assists businesses in managing their customers and maintaining a good relationship with them. Today, we will help you understand what a CRM is and what kind of business problems a CRM solves. If you are struggling with problems relating to managing customer data, CRM can assist you in dealing with it.
If you are a business owner or a sales executive, you know the difficulty in managing the data of all the customers. A business uses many different tools, methods and channels to acquire and serve customers. As a result, a lot of customer data is haphazardly spread across different systems and managing all of it together is a difficult task.
A lot of Fortune 500 companies use Salesforce, as it offers a comprehensive and unified view of customers and related data. You may have a question in your mind, “how to implement Salesforce CRM?” The short answer is, with the help of a company providing Salesforce implementation services.
What is a CRM?
CRM stands for Customer Relationship Management. It is a tool that keeps all your customer-related data in one single system. It ensures you need not struggle with managing data across many systems.
Why do you need a CRM?
Suppose you own a cake manufacturing company. You are a wholesale cake manufacturer who sells cakes in bulk to retailers. In the beginning, when you have 4 to 5 customers, you can manage them easily by communicating through WhatsApp and using notepad or even excel spreadsheets.
Once your business scales and has hundreds and thousands of regular customers, managing customer data with WhatsApp, notepad or even excel spreadsheets becomes difficult.
You then need a system, and that system is CRM. Let’s see how CRM can assist you in different areas of your business.
What business problems does Salesforce CRM solve?
- Salesforce CRM helps to manage your marketing data
The scaling of business starts with marketing. Even if you have the best quality product, marketing is required to reach your target audience. It is the key to success.
You will need to use various marketing tools for various marketing needs and marketing platforms. For example- email marketing tools, digital marketing tools etc. As a result, your data is spread across different systems.
A CRM takes ownership of your entire end to end marketing data. It tells you the marketing channel or method that is bringing each lead to your business.
- CRM helps to manage your sales data
The next round comes after marketing is sales. Sales do not happen overnight. It happens in a cycle called the sales cycle. You take your leads through a journey of buying. In the sales cycle, you have a sales executive to convert your leads into customers.
Suppose each sales executive talks to 50 customers in a day. Every conversation of the sales executive needs to be stored to ensure effective follow-up and conversion. A system is required to capture all the details of customer conversation, and a CRM is that system.
CRM helps in tracking every single step of your business. It allows you to understand the number of leads gathered, conversation rate and much more.
- CRM helps to manage your ticketing data
After sales, a business will shift to offering service to their customers. Service is an essential part of the business. Even with a quality product, if the quality of service is low, retaining existing customers and onboarding new customers becomes difficult. A ticketing managing system ensures quality service.
If a customer has a problem with your product or service, he can raise his concern through various means. It could be by a call, an email, a chat message or form on your website. The concern raised by the customer is known as a ticket.
A CRM can handle all the customer services, from ticket creation to ticket closure.
Every business has an SLA- Service Level Agreement, which varies from business to business. The SLA defines the response to the customer based on customer priority. For example, your business SLA says a high priority customer query must be resolved in 8 hours and a low priority customer query in 18 hours.
CRM as a system not only tracks the ticket raised but also monitors whether support executives are maintaining the SLA or not.
What are the benefits of Salesforce CRM?
- CRM keeps all the data in one place
With CRM, your marketing data, sales data, service data are in a single place. You do not have to worry about different systems with different data. With a single login, you or your team can see the customer data from anywhere at any time.
A CRM helps in storing all the customer-related data like order data, invoice data, payment data, GST information, e-way bill information, etc.
- CRM helps in focusing on revenue generation
CRM is a standardized system that ensures your entire customer data is processed and organized in one place. Hence, as a business owner, you can concentrate on other revenue-generating activities instead of wasting time struggling and managing so many systems.
- CRM helps in generating reports
As CRM keeps the entire customer data under one roof, a business can create all the required reports by pulling out the required data. It avoids the hassle of finding and accumulating data from different platforms. By implementing Salesforce, you can simplify the reporting process and ensure that the reports are updated and factually correct before sending it for the final presentation.
- CRM assists in making business decisions
All business decisions are taken based on data. CRM stores all the required data, which helps in creating required reports. The report, in turn, helps in taking the right decisions to take the business forward.
As you can clearly see that Salesforce CRM is a beneficial tool for a business, in any business niche, health, eCommerce, or technology. However, a business might need help with implementing and integrating this platform into their internal systems. If you are looking for a company that offers Salesforce implementation services, you are in the right place, Delipat IT.