CRM is a set of technologies and processes that aim to manage all the points of contact of your company with the customer. It is a customer-focused approach to business and involves an entire organizational culture, not just software or processes.
With a CRM your company centralizes marketing and sales processes, gains dynamism, competitiveness and automates various operations of the commercial and marketing sectors.
In this article we will talk about what it is like to have a CRM culture, as well as some advantages that this tool can bring to your business.
CRM refers to Customer Relationship Management and represents a class of information systems or tools that automate customer contact functions. In addition, it is a culture with the objective of managing the relationship with customers to satisfy and build loyalty, helping to reduce costs and increase the quality and profits of the business.
The CRM culture involves a shift of mindset from the traditional business approach focused on product, executive decisions, or competitive actions. In the CRM paradigm the focus is on the customer and their needs.
At the same time, companies with a CRM culture have a more active approach when it comes to contact with customers: instead of just answering emails from customers arriving at their door, these companies engage in prospecting actions, content generation, social networks and market education.
CRM platforms are on the list of the most important and innovative enterprise technologies because of the way they use customer information to manage accounts, leads, and sales opportunities in one place. With CRM your company can be guided by data about the market, that is, be data-driven and enjoy the value that Big Data adds to your business.
Now that you’re aware of what CRM is and what a CRM culture is like, you might be wondering: how can my business grow by using a CRM strategy? Check this out:
Being in constant dialogue with your customers can be the difference between surfing the wave of new trends or being drowned by it. The market is constantly changing and conforms the changing culture, what customers want from their business also changes.
Imagine two scenarios: company A, extremely concerned about the quality of its products and, therefore, always investing to offer the best and most robust product in its niche.
And company B, which offers a quality product, but prefers to invest also in CRM strategies. In this case, it manages to:
- Collect data from its customers and use big data for strategic business actions;
- Know shopping habits and thus offer targeted sales campaigns with higher returns on investment;
- Generate a good relationship with the clients anticipating their needs, which allows to retain a larger portion of customers;
- Offer selected products based on customer profile and dialogue to detect new needs that the company has not attended to yet.
In this scenario, it is clear that company B is more dynamic and more prepared to deal with the current changing market. We are in the age of information, and knowing how to manipulate the data your business generates in your favor is crucial to staying competitive.
With CRM, Marketing and Sales processes can be automated and centralized in a single platform adding efficiency to these sectors of your company.
For example: your customer portfolio will be fully available on the platform; follow ups can be automatically scheduled according to your Lead, Prospects and Customer rating criteria; emails can be sent automatically at appropriate times and sales can be scheduled.
The relationship with the client and potential customer becomes more dynamic and constant. Your company will always be in the consumers’ minds when they realize the need to consume your products or services. At the same time, the management of your team becomes more efficient and the quality of your work can be measured more assertively due to the analysis of indicators generated by sales and marketing processes.
The data generated by your Sales and Marketing processes, both about current and potential consumers, as well as about your team, are transformed into indicators that offer an overview of your company health, customer satisfaction, needs, opportunities, etc.
This agility in transforming data into information has the potential to keep your company competitive and offers the opportunity to make adjustments to your processes and teams dynamically and efficiently.
Increased competitiveness for your business
With CRM tools your customer relationship can change from just one sales and resales process to a dialogue that feeds your processes with sensitive information. This way, your business will be more prepared to compete in the market. Similarly, your team will also be better prepared if you make good use of the information and indicators.
Research conducted by Duke University indicates that approximately 40% of a person’s daily choices are made by habit. It can then be assumed that if you are constantly in contact with your customer, your products and services will be part of this customer’s set of habits, so that they become loyal to your business.
In addition to the indicators and information that can be used to adjust your team’s efficiency, automating business processes potentially decreases the demand for your teams to perform exclusively operational tasks and frees up minds and energy for innovation, prospecting, and process maintenance.
PFor all these reasons, CRM is a tool of crucial importance to face today’s market. Your company can be part of the new business paradigm, add more value and stand out with innovations driven by the information your own customers offer.
Are you convinced that a CRM platform/strategy is what your business needs? Are you interested in automating processes and generating indicators about the health and efficiency of your business? We at Neomind can help. We have extensive experience in solutions for BPM (Business Process Management), but we do not stop there: our Fusion solution also has an electronic document management module, Analytics and CRM, all customizable to meet your individual needs. Come with us and be part of the information revolution!
Try it for 15 days free right now! Or, if you prefer, request a demonstration from our consultants. Count on us to answer all your doubts and help your company!