A customer relationship management (CRM) system typically focuses on automating and streamlining your sales, marketing, field service, and customer service processes. Having the right CRM system will be beneficial for both your staff and customers.
Exceptional CRM systems offer agents the latest customer and client information in real time, so they can easily view customer data and create personalised experiences in these ways:
The right systems also benefit your clients and customers. You can give them the tools to help them interact with you and become loyal customers. Other benefits include:
Let’s start with the basics. Here are the key areas a CRM system supports:
Give your sales staff an overview of your customers, while helping you identify new business opportunities. It should also offer options that help you:
Help your brand stand out and meet client service expectations, so they’ll want to do business with you, and in a perfect world, give you their trust. CRM systems also let you:
Offer connected and proactive service that helps your technicians deliver positive onsite experiences for customers. It should also provide tools that:
It’s important to choose a CRM system that’s adaptable. Not only should it work with your legacy system, it should also be:
Your CRM system should support different types of deployments, whether they’re cloud based or on premise.
Look for a system that customises security levels for users and works with their security role.
Get a CRM system that can keep up with you when you grow into other markets, while it streamlines everyday processes.
It can be overwhelming to try to figure out what to add to or take away from your current CRM system. We’re talking about implementing one system that brings it all together. Start here by asking a few what, how, and when questions:
Make a list of the customer management systems you’re already using. Even if it’s only a basic sales, marketing, and customer experience process, that’s a start. Now make a list of the features you’d like to have. It’s important to choose applications that will work with what you’ll continue to use.
Now that you have your current CRM wish list, create a budget. How much do you want to spend? Do you want to do a complete system overhaul, add a few features, or invest in a combination of both?
Get your staff onboard. If they’re not, or you’ve kept them out of the decision-making process up until this point, it’s time to involve them. After all, they’ll be the ones using this system.
Many companies fear that a move to the cloud will be expensive and compromise security. The fact is that there are more pros than cons when it comes to moving your CRM processes into the cloud.
The cons can include:
The pros include:
If you’re still worried about moving all your data off premises, we encourage you to look for a technology partner with track record of putting the security of client data first.
Discover how a British institution, Marston’s integrated easy-to-use analytics and a range of internal and external data sources to enhance customer service and the warm community feeling UK pubs are known for.
You’ve seen how the right CRM system can benefit your staff and customers. We invite you to discover the ways that Microsoft Dynamics 365 delivers modern, connected, and intelligent applications that help bring all of your CRM functions together.