CRM — What is it Good For?
In today’s business world, it seems like everyone is talking about customer relationship management (CRM). But what exactly is CRM, and why do you need it? The answer to that question depends on several factors, including the size and type of your business. At its most basic, a CRM is a database that stores information about your customers, prospects, vendors, and others with some type of relationship with your business. A CRM is vital for companies of all sizes, and companies can benefit significantly from having one. When implemented correctly, it can make a difference for many businesses, and here is how:
A CRM gives your business a 360-degree view
Being able to see everything that’s happening in your business with one centralized database is invaluable. A CRM platform such as Salesforce has the tools that your business needs to manage sales and marketing activities, automate processes, and deliver customer insights. This 360-degree view brings together all your customer and business information in one platform, allowing you to analyze your business from every angle and to develop marketing strategies, products, and services based on that analysis. When you can see things from every angle, you can make better strategic moves.
It helps you keep up with changes in customer behavior
If there is one thing we know is constant, that is change. Customers’ behavior has and will continue to evolve with time. If your business isn’t up to par, you’re missing out on an opportunity to connect with your customers. In the age of COVID-19, it’s important for businesses to embrace tools that can help them interpret customer needs and intentions and shape those experiences. This pandemic amplified the need for companies to operate at the speed of the customer.
Things to consider before implementing a CRM
Your company can benefit significantly from having a CRM system, but there are some things to consider before implementing such a system.
Your needs and current business processes: When it comes to getting a CRM, the most important thing is considering your business’s needs and existing processes. That will help you figure out what kind of CRM you’ll need and how you want it to integrate into your business. Consider the potential time savings of automating specific processes and capturing all your data in one place.
Your requirements & possible feature trade-offs: A CRM is a significant investment, and it’s not a one-size-fits-all solution. Consider which features are the most important to you and your teams, and make a list of your requirements and possible feature trade-offs.
Do you have employee buy-in?: A CRM can be an excellent tool for your business, but if your employees aren’t committed to using it, then it’s not going to be effective. It’s crucial that you fully understand your employees’ commitment to using the CRM before investing in one.
Consider an integration partner: For a CRM to be effective, it must be implemented properly. If you don’t have the technical skills in-house, it’s crucial to consider an implementation partner to help you through this process.
Conclusion
A CRM system will transform the way you do business and allow for flexible, real-time communication between all departments, allow your team to resolve problems, cut back on customer turnover, and sweeten the loyalty experience.
Implementing a CRM system, however, is not as simple as pressing an on switch. As an integral part of a brand’s business strategy, there are many things you need to consider before implementing a CRM system. Set the foundation by allocating your resources, ensuring you get people on board, and setting up a rollout plan of action.
If you are considering a Salesforce CRM implementation and would like to see how Kander can help, get in touch with us today.
