WHAT IS CRM?
Customer Relationship Management (CRM) is a method of managing communications with customers, prospective customers, and other audiences.
The overall goals are to find, attract and win new customers, engage and retain existing customers, entice former customers back into the fold and deliver excellent customer service from an enthusiastic and efficient team.
CRM strategy is critical for integrating customer-facing and back office teams to give your customers the best possible experience. It usually involves the use of technology to organise, automate and synchronise key business processes: particularly sales activities, effective marketing, excellent customer service and coordinated after-sales support.
HOW DOES IT WORK?
A combination of strategy and technology enables you to take control of your business in the following ways:
- reducing costs
- improving efficiency
- increasing revenue
- enhancing productivity
- improving customer service
- realtime management reporting
- heightened customer loyalty
With the right tools you can achieve greater success without using up any more time or resources. Get your systems working for you whilst you work on your business. Using a CRM system can help by providing:
- automated processes to speed up communication and increase frequency
- campaign management
- targeted marketing initiatives
- leads analysis
- opportunity management
- sales tracking and pipeline reporting
WHY DO YOU NEED IT?
Any business with customers needs a strategy for communicating with them. You are already communicating with customers, prospects and other influential audiences every day. Creating a coordinated approach engages your customer and makes them feel valued. In turn, you build loyalty, repeat business, and the chance that your customer will recommend you to others.
The strategy could cover any or all of (but is not limited to) the following activities:
- standardised email/document templates
- accessible, informative website with appropriate content
- regular newsletters to subscribers
- product/service updates to current clients
- feedback mechanisms for key audiences
- identification of prospects based on real data
- targeted marketing/social media campaigns
- effective marketing collateral
- relevant advertising with measurable results
- high quality customer service procedures
- efficient handling of complaints