Customer Relationship Management (or CRM) is a phrase that describes how your business interacts with your customers. Most people think of Customer Relationship Management (CRM) as a system to capture information about your customers. However, that is only part of the picture. CRM involves using technology to gather the intelligence you need to provide improved support and services to your customers. In other words, Customer Relationship Management (CRM) is also about what you do with that information to better meet the needs of your existing customers and identify new customers, resulting in higher profits for you.
Online customers have a special set of expectations that set them apart from traditional customers. In particular, they expect lots of information about your company and your products to be available online with minimal searching, close to immediate service, opportunities for self-service via your website, speedy shipment of products, and after-sales support. Therefore, you need to consider CRM principles when doing business online.
Customer Relationship Management (CRM) systems don’t always get a good rap in sales. Sure, there are notable benefits: They help Sales and Marketing professionals track of deals and flag opportunities that might require additional nurturing. But to reps, they can seem like nothing more than tedious time sucks. Data goes in, and no clear benefit comes out.
But just showing salespeople what’s in it for them can help change their perception of the benefits of CRM and boost adoption and usage.
This infographic from Cloudswave depicts 10 major benefits of incorporating Customer Relationship Management (CRM) systems into a company’s sales process. For instance, engaging customers through a CRM system increases the odds that they’ll spend more in their next transaction by 20-40%. And because Customer Relationship Management (CRM) systems improve the buying experience, customers are more likely to recommend the purchased product or service to friends and colleagues.
So a Customer Relationship Management (CRM) system means that reps can be more productive, sell more, and get references? Armed with these stats, you might just change some perceptions about Customer Relationship Management (CRM) system benefits.