What is CRM? Customer Relationship Management (CRM) has been used by many companies for a few years. Designed for customer relationship management, it has many benefits for businesses. He has become indispensable to the success of his business. But even if it is a new success right now, some companies remain skeptical about its usefulness. Here are some reasons that justify the use of CRM software in business. If you are a business owner or manager, this should interest you.
A better Knowledge of the Customers
The CRM software is a tool that allows you to centralize the data of your customers. With this tool, you gather all the information available about your customers. This information is among others:
- The identity of the customer
- Consumer habits of the client
- The professional status of the client
- The daily challenges of the customer
- The customer’s buying process
- The history of your relationship with him
Thanks to all this information, you have a better knowledge of the clientele. You better understand his needs and expectations. With this information, you increase your chances of showing that it is valuable to you. More than a supplier of good or service, you become a friend for every customer. Thanks to this more advanced knowledge of his personality and his life, you offer him tailor-made services. No doubt you will appreciate knowing your customer well. He will also appreciate not having to inquire about him every time he calls on you. A CRM software like CAPA soft adapts to all trades and thus allows to create a database, whatever the sector of activity. In addition, it can offer other features such as ERP invoice management.
Easier Access to Customer Information
Centralizing customer data and information makes it easier to access them, especially thanks to digital technology. With CRM software, data is entered into a computer and easy to retrieve later. You just have to search for the information you need on a customer. Filters and keywords allow you to find what you are looking for quickly in a large database. But easy access does not benefit only one person. All employees entitled to access the database can benefit. In addition, it is possible to consult the database from any location. You just need an internet connection and a password to access it on Smartphone or tablet. This easier access also offers advantages.
A Card for Each Client
By having a database where to centralize the data of all the customers, one can establish a card for each one of them. Every employee likely to be in contact with the customers has access to the database. Any employee of the company can provide customer information. Thanks to their access to the available database, duplicates are avoided. Employees check the existence of a card beforehand and add the information they have. Only when the customer is not listed in the database can an employee create a new record. This avoids having multiple cards for the same customer and having access to easily updated information. Indeed, the disadvantage of having several cards is not knowing what the recent data to use them. CRM software is therefore useful to have a single card per customer and avoid this problem.
Improved Efficiency of Marketing Campaigns
Marketing campaigns are an important lever for the life and success of the company. But the effectiveness of marketing campaigns depends on how much you know about each customer. Many studies have shown that customers appreciate personalized campaigns much more. Customers today like to feel that an advertisement is aimed directly at them. This greatly affects their consumption habits and buying process. Knowing the customers, their habits, their challenges, and their status makes it possible to better personalize advertising campaigns. Thanks to this information, we personalize:
- The message
- Channels of diffusion
Small business CRM software is therefore a very effective tool for improving campaigns and optimizing them. It is easier to reach the customer and accompany him in his purchase process. SMS to customers, phone calls, and advertising mails are personalized. The customer has the impression that the message is addressed to him by a friend, and is more open to it.
Better Communication Between Employees
Having a CRM software within your company promotes good communication between employees. In fact, it may happen that the same customer request is processed twice by two different employees. A customer can receive the same advertising message several times. Phone calls, reminders, and emails can also be sent multiple times. Unfortunately, the customer may feel harassed and his purchase process may suffer. CRM software helps prevent such incidents. The actions carried out in relation to the customers are noted in his file. Thus, all employees can know that the customer has already received an email or has already been called back. It is also a good way to know that a customer is already supported by another employee. Employees do not trample on their colleagues’ beds. Good corporate communication promotes cohesion and success.
More Attention for Customers
With CRM software, more attention can be given to each customer. Indeed, this software, as we said above, allows to better know its customers. A better knowledge of them makes it possible to offer them gifts adapted and useful for them. Their requests can also be processed more quickly. We can set a schedule and make forecasts to call them and get their news. It is also possible to survey their level of satisfaction. It is also possible to offer small attentions, such as asking how is it going at work, how are the children going, or if the dog is doing well. These are small moments like that that make the difference for the customer. He knows that you value his person and his opinion, and that is priceless for him.
More Loyal Customers
It is by offering more attention to customers that we can retain them effectively. Show a customer that he is not just a profile, but a person creates a privileged link with it. Thanks to the information we have about the client, we can show him that we value his attachment. The small gifts, the attentions, a good knowledge of their habits favor the satisfaction of the customer. The more satisfied a customer is, the more loyal he is to your brand, your services, and your products. CRM software makes it possible to have more loyal customers towards his company.
Improve your Turnover
A CRM software is a tool that allows you to know your customers better and to better satisfy them. We offer them personalized products and services and we speak to them personally. By providing them with satisfaction, we build loyalty, but above all, we make them ambassadors of their brand. Their first reflex when they need a product or service is our brand. They also testify to what one is competent and efficient. We become for them a reference and they do not hesitate to recommend us in their entourage. That’s how you increase your sales and improve your sales. A CRM software allows a better management of the customer relationship. The benefits it offers are numerous and it allows an increase in turnover. By using a CRM software, we know its customers better and it is possible to better satisfy them. This type of software also promotes cohesion within the company. It is more efficient and better customer loyalty. A CRM software makes it possible to make the activity and life of a company that adopts it sustainable. We strongly advise you to use CAPA soft as it is the one, we use ourselves. However, you will find a complete list of CRMs available on the market on this page.