5 Benefits of Using CRM Platforms
5 Great Benefits of Using CRM Platforms
5 Benefits of Using CRM Platforms

We’ve all heard about CRM – Customer Relationship Management.

Arguably, relationship is the most important acronym, because relationships are the bridge between what your business offers and what your customer needs.

So, businesses are adopting CRM platforms to improve the quality and consistency of their relationships in an effort to boost customer loyalty and overall improve customer experience.

Once you start using a CRM platform, it’ll be hard to imagine what life was like before you did.

One reason being, CRM platforms allow you to keep everything related to managing your  customer relations, such as data, notes, metrics etc. all in one place; keeping everything structured and organised.

Moreover, a CRM platform can help your company to target different audiences, set alerts based on customer’s activity and maintain relationships.

Best of all, it’s a system that can be used across all departments, so you can ensure all team members are provided with the correct data in order to create the best customer experience.

Of course, benefits may vary between departments or even industries, however here are 5 benefits of using CRM platforms for every user.

1. Better Customer Service

CRM platforms today come with a wealth of features, but initially the software was created in order to improve relationships between a business and its customers.

One of the biggest benefits of using a CRM platform is that it can manage all of your contacts and gather important information, such as demographics and purchase records, all in one place.

More importantly, the platform makes the data accessible to anyone in your company, across any department, who needs it.

As a result, every employee will have the relevant data they need to know about the customer at the touch of a button, therefore being able to provide a better customer experience and overall boosting customer satisfaction.

2. Improved Customer Retention

Once you have converted leads, you’ll want to work just as hard to retain them and encourage customer loyalty.

Consequently, high customer turnover can have negative effects on your business, such as diminished revenue or disrupted cash flow; keeping a customer is up to 7 times cheaper than getting a new one.

As such, a CRM platform and the processes it provides, i.e. automation of customer support and user behaviour tracking to help identify issues your customers face and address them early on to promote repeat business.

3. Collaboration Between Teams

CRM platforms are able to keep all records of any conversations, interactions, notes and more.

Collaboration Between Teams | Benefits of Using CRM Platforms

And, if it’s cloud-based and consistently updated, it means all employees can easily access it to make informed decisions.

Furthermore, some platforms have built-in collaboration tools, which allows multiple employees to work on one file simultaneously or follow the progress of a document.

Simply put, everyone who has access to the CRM platform can work together.

For instance, let’s say a salesperson speaks with a customer and learns more about them – particular fields can be filled in or notes made on their file – then when another team member works on that file, they can see the up-to-date record.

Therefore, marketing, sales and customer service teams can work together effortlessly, without worrying about soiled information; resulting in higher productivity and efficiency overall.

4. Detailed Analytics

We know all businesses need data to make decisions that will help them grow.

However, it’ll be pointless if you don’t know what it means and how you can use it.

Typically, CRM platforms will have built-in analytic capabilities to bring context to your data, breaking it down to make it easier to interpret and being able to take actions.

For example, metrics such as click-through rates, bounce rates and demographics will allow you to assess the success of a marketing campaign and tweak it accordingly.

5. Visual Dashboards

Visual Dashboards | Benefits of Using CRM Platforms

Sometimes, using a spreadsheet to manage your business’s data can become messy – especially because of human error.

Luckily, CRM platforms come with visual dashboards to see all the information in one place; and you can set up a separate dashboard for each employee who has access.

For example, a marketing manager will want their dashboard to show marketing metrics, like how many people an email was sent to and what the click-through rate was, whereas a sales manager will want to view how many calls are made and what positive actions were made.

In other words, dashboards allow users to quickly view the data that’s most important to their work, without having to dig around or run an extensive report.

The Final Word

It’s clear to see the benefits of CRM platforms and why they are used widely today.

So if you’re not yet using one – what’s holding you back?

With all things said and done, businesses want data to be organised and structured so it’s easy to interpret and more importantly, actionable.

CRM platforms gather all insights to gain a deeper understanding of customers to provide an outstanding service.

Lastly, all team members across multiple departments will have easy access, meaning they can collaborate more effectively, ultimately leading to better business.

To learn more, get in touch with us today.

This blog was produced in collaboration with:

Court of Protection Solicitors: Thaliwal & Veja
HR Consultancy Birmingham: Nectar HR

CRM – All the Gear, but No Idea
CRM - All the Gear, but No Idea

CRM platforms for gyms across the country always get hammered in the New Year as a rush of new members act upon resolutions to lose weight and be more active. 

Before a foot has been set in the gym, there will be several new members that have spent more money and time on styling their outfits, accessories and supplements over checking more important factors such as:

  • Opening times and class schedules fitting in with lifestyle and commitments
  • Availability of the personal trainers
  • Size and cleanliness of changing facilities

This lure of style over substance can be seen in many consumer markets from sporting apparel to cosmetics – aspiration brands that use celebrity endorsers and/or sponsorship as powerful persuasion tools.

The same takes place in B2B as well.  We are still consumers and use similar search evaluation criteria, so endorsements from sources that we recognise and are familiar with success make us feel that the risk of a purchase is diminished, making us deprioritise other key evaluation factors, increasing the risk of failure.

I have heard many stories of organisations being led astray with implementation of Customer Relationship Management (CRM) platforms that did not fit the business nor fit for purpose.

How did they get as far as implementation?

It’s the obvious question…one that many organisations ask themselves when it’s too late!  A massive source of frustration when internal stakeholders have bought into the change.

Some of the reasons I have witnessed are:

  • The supplier is looking to enter the UK market and offered a cheap initial price that pleased the FD
  • The supplier presentation and demos showed all the functionality required, but half was in development so was not available at implementation
  • Not all stakeholders included to reduce opposition
  • The supplier is market leader so it must be good

Isn’t CRM is supposed to make things easier?

Implementing CRM software into your business does not bring instant success.  CRM is a marketing tool to understand more about your customers, target prospects more effectively and operate more efficiently. Like with any tool, whether it be an expensive cloud system or Excel spreadsheet, you must learn how to use it properly, integrate CRM as part of business operations or mistakes can be costly and could be unrecoverable.

There’s an interesting article by Chuck Schaefer on Customer Think website highlighting the top reasons for CRM failure, with the top 3 being:

  1. Poor Objectives
  2. Poor CRM Strategy
  3. Scope Creep

Did you notice that none of these reasons relate to poor CRM platforms?  Mostly it is about preparation and process, laying good foundations to build a robust CRM platform across your business.

With so many supplier options, it is easy to get drawn into the “bells and whistles” – losing focus of what your main objectives are, not setting up the strategy to match your business objectives and missing vital process components out of your project scope. 

This is where you need CRM guidance, which I can offer.  With my experience of implementing CRM into organisations I can help advise on platforms, help you integrate it seamlessly into your operations, or even configure your current platform to operate more effectively for your business.

So before investing in a new CRM platform, get in touch on +447791 284542 or solutions@cymermarketing.co.uk

CRM Integrated Solutions