The CRM covers the entire process of managing the customer base and the sales funnel, from capturing leads to the conversion, retention and loyalty of customers.
A company that works based on the CRM strategy is 100% focused on the final consumer. In this way, it always seeks to personalize and add value to the experience with the brand during pre-sale, sale and post-purchase service.
With CRM, it is possible to have a 360 view of customers in all their interactions with the company, the products, the communication channels service. Many brands’ secret is to anticipate your wishes, discover trends, and thus optimize processes to increase profitability.
Customer Relationship Management is not exactly new. Brands have always offered products and services for customers who have needed these solutions throughout history. Different business transactions helped enhance human relations, developing nations, and discovering new countries. And this has worked fine to this day.
For centuries, marketers have believed that it is easier to offer products to already interested consumers than to re-enchant an audience without any guarantee of compensation.
The CRM model as we know it today seems in the early 1970s. At that time, satisfaction was measured through surveys conducted every year.
A CRM system makes it possible to collect and store any data about customers and leads, such as location, professional profile, digital interaction with the company, and main interests.
If the CRM seems to you just a list of contacts with this description, it is worth mentioning other functions of the tool, which can be integrated with other platforms and optimize all its business processes.
The general idea of CRM is to allow different levels of access to customer data to improve sales, create more assertive marketing campaigns, and even optimize stock management.
A CRM tool has several functions. It is capable of actively tracking the information of various clients, with intelligent management of this data.
In addition, it allows the connection between different teams, unifying the other goals for the company’s growth.
The CRM allows you to capture simple customer contact data such as email and phone. With this information, the company can create approach strategies with relevant content of offers and even after-sales service.
Understand what stage of the sales funnel the potential customer is in, what content and campaigns interest them the most, and design strategies to optimize conversion.
Find out if the customer closed the sale by going directly to the website, after an email, through a social media campaign, etc.
This type of information ensures more proactive planning, with an intelligent choice of channel investment.
The CRM tracks customer information, showing the entire trajectory of brand engagement: how many times they accessed the site, And also how many times they almost made a purchase, etc.
In this way, the company will have insights on how to improve this relationship and know what decisions must be made to attract and win customers more quickly.
Set up autoresponders and send emails to customers, avoiding repetitive manual work for marketing and sales teams. The same goes for other channels like WhatsApp and chatbot.
Information is today’s most valuable asset. The CRM comes precisely to concentrate and analyze information about your customers so that the company can meet their real needs and not just try to do so without foundation.
CRM benefits are already apparent, but if you are still in doubt about applying this platform in your business, it is worth noting some signs that the company needs a customer relationship management tool.
One of the main applications of CRM is the Sales area since it allows the capture of relevant information about the people who contacted your business and were interested in your service or product.
This customization depends on the types of CRM you implement and can be done at three levels:
The Sales CRM can also be integrate with Billing, And also automating invoicing generated by sales, facilitating your financial management.
In addition to helping attract customers. Generate qualify leads and close sales, CRM is essential in the post-sale stage. Keeping customers happy and serving them speed and efficiency is vital to their loyalty.
The CRM is applied to customer service: Technical assistance and repairs, the agile resolution of problems and claims, the offer of discounts and benefits for permanence and loyalty. And also satisfaction surveys, sending personalized emails, among others.
Here, if the information present in the CRM is integrate into a Service Desk. The possibilities of anticipating the demands of your audience are further expand. Everything that a company with a focus on customer experience craves. Allowing the creation of solutions based on their needs.
For both sales and post-sales. And also having a CRM that integrates with WhatsApp can a big difference for your business, bringing several benefits to the job, such as:
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