Those of us who must maintain business contact with a group of clients, potential clients, strategic contacts, suppliers; We must implement any method that is within our reach to manage these interactions.
Many times we develop our own and personalized techniques that have worked for us in the past. Excell books, digital diaries, and even a small yellow paper taped to the edge of the monitor reminds us of that call we must make.
These methods are inefficient.
Especially when the number of clients that we must manage and keep in touch increases, when there are crossings of agendas, clients with different interests, who belong to different areas of commerce, etc.
So, in these times of modernity and technological advances that we are experiencing, the most logical thing would be to implement the use of some technology that allows us to efficiently manage our client portfolio.
Customer Relationship Management (CRM)
This technology allows to efficiently manage all the relationships and interactions of a company with clients and potential clients, improving commercial relations and helping the company itself to stay connected with clients.
CRM is a tool that helps with contact management, sales management and productivity. Streamlining processes and significantly improving profitability.
With an exponential improvement in the organization of events important to the operation of the company, a CRM system will take to a new level all the relationships of your organization with individuals, including customers, service users, colleagues or suppliers, throughout your life cycle with them, including finding new customers, earning your business, and providing additional support and services throughout the relationship.
Beneficial for a Small Business
Generally an entrepreneurial company, with few personnel but with a great vision of success, tries to maximize results with the least possible expense.
Sales, customer service, business development, recruiting, marketing, or any other line of business departments could interact and share an updated database in real time that offers a better way to manage the interactions and external relationships that drive success.
Historical storage of customer and prospect contact information, which can be accessed by team members, enables you to identify sales opportunities, record service issues and manage marketing campaigns, all in one central location. In this way, information about each interaction with the client that they may need would be available to anyone in the company (depending on their hierarchy and level of access), fostering collaboration and increasing productivity.
CRM is Not a New Concept
It is true. In fact, any system implemented in an office that allows effective and real control of the strategic contacts of management and of all company departments could be considered a CRM.
That beautiful, intelligent and proactive secretary, the one who never forgets a call or the date of her anniversary, is capable of implementing a CRM system on her own.
But like any system where the human being intervenes, it is prone to failure.
So, would you be willing to risk the success of your business?
"CRM is not only the fastest growing business software category today, but Gartner predicts that by 2021, it will be the highest spending area for business software."
Social Networks and CRM
Although CRM systems have traditionally been used as sales and marketing tools, customer service teams are seeing great benefits in using them.
Today's customer can pose a problem on a channel, for example Twitter, and then switch to email or phone to resolve it privately.
You can even include information about public activity on your clients' social networks:
- Your likes and dislikes
- What they say and share about you or your competitors.
Marketing specialists can use a CRM solution to better understand the flow of sales or prospects that arrive, encouraging the customer to participate with their opinion in the modification of processes, remodeling the appearance of the final product or change in distribution routes. , you would have clear visibility of every opportunity or potential customer, showing you a precise path from inquiries to sales.
Some Links of companies that offer CRM systems:
As we can see, the implementation of a modern and updated CRM system would allow improving the effectiveness and increasing the profitability of your company or business.
In my next installment I will talk about the merger between Blockchain and CRM.
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