A CRM system can be one of two things to a company, a core system, or an afterthought. A good deal of start up companies can gloss over implementing a CRM, often mistakenly, in favour of other processes and old school methods of data retention. While more established companies can often rely too much on micromanagement through a CRM. Before you go ahead and fork out for an all singing all dancing CRM (of which there are many) you should be aware, these systems are designed for support not running every aspect of your business.
So, if you don’t already know, CRM(Client Relationship Management) systems are put in place to help businesses better track their customers and develop new highly efficient ways to market to them. Not only that but most CRM systems now come packaged with sales pipeline tracking, task scheduling and account management facilities.
Advantages of implementing a CRM
One of the biggest advantages to using this system starts with the ability to provide better customer service. By having the ability to collect information that tracks customers spending habits and preferences, the CRM system allows businesses to take a more informed look at what customers want. This knowledge will lead to an increase in sales as the product quality will improve as well as the service they receive. This will also make customers more likely to recommend the company to their friends and family, again, increasing sales.
Another benefit your employees will find is that CRM will help to simplify marketing and reaching their targets. Because this collected information will allow for targeting specific customers based on the spending patterns it will help you deliver products to customers exactly when they require them. It will also help those making sales to create new and innovative products to offer customers, overall increasing your sales.
And the Disadvantages
As with the introduction of any new system, you will find with CRM systems there is a learning period. You will have to take time for your staff to become acquainted with the system and have to bring in professionals to other support to your sales and customer support teams on how exactly everything works.
You may also find that your employees don’t immediately welcome the new system and don’t see the point of integrating a CRM system. It is important that you get the entire team on board from day one to ensure there is no resistance and that the system is being effectively used. Offering training sessions and presentation to demonstrate the long-term benefits of using CRM will help them to adjust to the change. Over time they will be able to realise how there are numerous benefits to the work flow, customers, employees and to the growth of the business.
Ultimately the apocalypse coming for us all on may 25th (in the form of new GDPR rules), CRM systems are about to become more relevant than ever thanks to their ability to safely manage and secure customer data.