Many businesses are migrating to CRM (Customer Relationship Management) solutions, with some 26 million users owned by the top 5 providers alone (enterpriseappstoday.com). Businesses are using CRM to empower their sales, marketing and service teams, and we completely agree; given the functionality offered by modern CRM systems to provide a better customer service. Here’s HSOs top 10 reasons for why your business should consider using a Customer Relationship Management solution:
1. Delighting your customers
We’ve heard it countless times; the customer is king. With the level of competition evident in the vast majority of industries, offering a winning customer service and experience is a significant differentiator. The vast, real time insight provided by Microsoft Dynamics CRM supports organisations in their understanding of customer behaviour to physically change services.
2.Getting return on marketing when you want; how you want
Launching marketing campaigns can be a time intensive process, with the need to collate content, distribute and monitor through multiple, disparate resources. With the Marketing Automation module within Microsoft Dynamics CRM, your outbound campaigns can be scheduled for execution and delivery, and success analysed through a single dashboard. This allows businesses to go to market when they want, as opposed to when they can.
3. Know your social footprint
Social media is a big part of many businesses marketing strategy, with an estimated 80% of organisations adopting it as a go to market tactic (go-gulf). It is important to understand how this online tactic is managed, as any negative sentiment can spread like wildfire. CRM for social media can help you proactively monitor what people are saying about your brand online, flag any negative comments and allow you to respond quickly and mitigate impact.
4. Visualise your pipeline
There’s great value to be gained from having a working insight of sales leads and opportunities in terms of the forecasting of incomes and resource allocation. CRM provides real-time updates of the sales cycle, allowing everyone across the business to asses lead progression and gain an accurate view of pipeline.
5. Work better, faster, but not harder
Even the smallest gains in terms of employee efficiency can have large scale benefits upon operations. CRM can help individuals improve time management with automatic reminder, task measurement and note features, leading to incremental wins across the board.
6. Empower the mobile workforce
Many businesses lose great swathes of time and money through sales people being unable to communicate while travelling to appointments and waiting for meetings. With greater cloud accessibility, employees can now view all information about their customers and sales opportunities anytime, anyplace; increasing productivity and delivering value across the working day.
7. Integration, integration, integration
CRM systems are becoming increasingly dynamic and integrated, no longer having to act as a standalone application amongst your wider IT infrastructure. For example, if your business is predominantly a Microsoft estate, using Microsoft Dynamics CRM will allow you to seamlessly import information from office tools such as Excel and produce reports via Word and PowerPoint.
8. Build your business relationships
Genuine customer relationships can be invaluable in business, with deals and sales signed off the back of a well-networked sales person. Let your organisation optimise these relationships, by storing all historical engagement with customers stored in a CRM system; not the sales persons head. Keeping this insight within the business allows the rest of the sales force to build and retain relationships with customers.
9. Plain and simple: sell more
Through the functionality and capability of sales tracking and historical engagement information, businesses with CRM sell more. Research indicates that businesses with a CRM application sell up to 29% more (the socialmediahat.com).
10. Multi sector specifications
CRM solutions provide enhanced functionality to specific industries with sector aligned modules; for example generating a single view of the customer supports retailers in devising marketing strategy. With both out the box bespoke and open source CRM systems available, businesses can manage their sales, marketing and service with technology built to meet their vertical led requirements.