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An introduction to CRM tools

Customer relationship management (CRM) tools support marketing, sales, and customer service functions and processes for your business. Their purpose is to organise, record, and enable action with customer data and help track and advance customers along every stage of the buying journey. Although they can operate as modular applications, they work best when they’re integrated on a CRM platform.

In this CRM tools list, you’ll learn what CRM tools do independently, what they make possible when they’re integrated on a shared platform, and a summary of basic and advanced capabilities for each tool.

CRM marketing tools

CRM tools for marketing are designed to help you find and nurture higher-quality leads. They can automate time-consuming marketing processes—such as events, email nurture campaigns, and paid media advertisements—and provide greater visibility into the customer’s journey from prospect to lead.

CRM marketing tools work best in tandem with CRM sales tools on a unified CRM platform. When integrated, these tools share common data that updates automatically. This keeps everyone in the organisation on the same page and makes sure each member of the sales and marketing team is operating with accurate data. The result of this is better collaboration, higher lead conversion rates, and more effective customer engagement.

BASIC

Batch-and-blast email marketing campaigns.

ADVANCED

Multi-channel campaigns, social insights, personalised campaigns tailored to the interests and history of each customer, insights into campaign performance, and event planning.

Benefits: Targeted marketing campaigns with a tailored approach, improved marketing ROI, increased engagement from customers.

CRM marketing tools

CRM sales tools

Sales teams, field sellers, inside sales, and sales managers use CRM sales tools to support the sales cycle. These tools compile reports and analytics and enable you to act on customer data such as demographics, engagement, and purchase history. Advanced CRM sales tools also provide recommended actions and insights to help you find, engage, and build relationships with the right customers.

Sales and marketing teams with integrated CRM tools can adjust customer outreach strategies in real time based on accurate data that shows what is and isn’t driving sales. Visibility into the customer journey from start to finish also makes big-picture strategizing easier and more effective with key performance indicators (KPIs) based on the same data.

BASIC

A database of customer data.

ADVANCED

Real-time insights, artificial intelligence (AI) and machine learning (ML) capabilities that track trends, guide sellers, and empower sales managers with performance insights.

Benefits: Improved seller performance and productivity, better visibility into the sales pipeline, the information to provide a personalised approach to customers, task automation, and actionable insights.

CRM sales tools

CRM customer service tools

CRM customer service tools help you interact with customers across multiple channels. In addition to facilitating these interactions, these tools record and add them to the customer’s history to create a comprehensive view of the customer. This makes it possible to ensure a high-quality customer service experience and guide customers to a resolution more quickly.

When integrated with sales and marketing CRM tools, CRM customer service tools provide a true end-to-end view of the customer: How the customer was acquired, what they purchased, and everything that’s happened since their first transaction. From that customer’s initial interest in a product or service all the way through purchase and beyond, every step in the customer journey is accessible and useful for future interactions with that customer. In addition to providing a better customer service experience, an integrated CRM customer service tool makes sure customer data is accessible and useful for supporting future sales or service requests.

BASIC

Track customer service interactions and call metrics.

ADVANCED

Provide AI- and ML-driven insights to enrich customer experiences, improve call centre KPIs, and create operational efficiencies.

Benefits: Better customer service experiences, satisfied customers, higher productivity, and more efficient, well-informed customer service teams.

CRM customer service tools

CRM field service tools

CRM tools for field service create work orders for service calls and help technicians access customer records when they’re out in the field. These tools often streamline stock management and enable technicians to add notes from service calls to the customer database. New innovations in Internet of Things (IoT) technology make it possible for companies to monitor their products in the field and flag potential issues or maintenance recommendations before customers are even affected.

When integrated with a CRM platform, CRM tools for field service give customer service representatives the detailed information they need to schedule the technician with the right training and equipment so that the issue is fixed the first time. Repairs and recommendations are added to customer records, updated across the organisation, and accessible by people from every department. This means that no matter who that customer speaks to next, that person has the information they need to provide exemplary service.

BASIC

Helps schedule service calls and equips technicians with customer data in the field.

ADVANCED

Optimised service calls because the right technicians with the right parts were scheduled at the right time, IoT capabilities that flag potential issues before they affect the customer and recommend predictive maintenance, and mixed reality capabilities that connect on-site technicians with remote experts for complicated troubleshooting.

Benefits: Reduced field service operational costs, higher profits, improved fix rates, greater customer satisfaction, and more efficient scheduling.

CRM field service tools

Learn how integrated CRM tools help 24 Hour Fitness deliver a personalised experience

Connecting marketing and sales data enables 24 Hour Fitness to reach people in new ways, bring in record numbers of members, and help more people reach their fitness goals.

Get started with CRM tools on an integrated CRM platform

Save time and money with CRM tools that seamlessly work together on a unified platform. Discover a comprehensive collection of CRM tools designed to help you build profitable, long-term relationships with your customers.