If you know anything about Customer Relationship Management Software (CRM), you may already know that it is basically a SaaS or Software as a Service program. It is one software that covers and automates all the process involved in managing customers.
These processes include marketing and customer support, orders fulfillment, customer interaction, customer data management, and automated sales support. CRM software also helps businesses manage employees, vendors, and partners.
While CRM Software was only used in a large enterprise setting, today’s software can be scaled down to the size of any business.
Should Small Businesses Look Into CRM?
If you are like most small businesses, you are probably wondering to yourself what the benefits are to using Customer Relationship Management Software aside from automation of orders fulfillment. There are definitely other benefits.
For one, since most software are built with an analytics feature, you can gain some insights on who your customers are and how they behave. If you selling physical products that are shipped to a mailing address, you can get information on where you customers are coming from and which among your products are the best sellers, however, these are really just a few of the insights that you can gain from long-term use of a CRM software.
For one, since most software are built with an analytics feature, you can gain some insights on who your customers are and how they behave.
Aside from customer insights, you can streamline your process and avoid redundant jobs or avoid hiring for jobs that can be done by the software, thus saving you labor costs.
There are many brands of CRM Software out there. We did some research and found that the software brands that are considered the best in the industry include SalesForce, Insightly, Zoho. However, there are many, many more. If you want to know more about specific software brands, you can get more information by visiting their respective websites.
CRM Installation Options
For now, however, let’s talk about installation. CRM software can be installed on the company premises where the IT team manages and supervises it. It could also be accessed from a cloud-based service where you access it from a website. The company offering the software hosts it on its secure servers.
We said earlier that there are many CRM software brands. Because of their sheer number, most company executives tend to overthink which software they should use. And to that we say, choosing your software really depends on whether or not your team will actually use it. In general, the more sophisticated is, the less likely non-technical users will use it. Either that, or the team members will spend more time tinkering with the software than doing actual customer service work.
What to Look For in a CRM Package
That said, find a software that your team, especially your salespeople will use quickly. Let your sales team do their work and sell to people. Don’t turn them into data entry specialists.
Aside from ease of use, another thing that you need to consider is shared information. Make sure that the software you use, shares information to all authorized users in your company. Replace your shared spreadsheet with an institutional knowledge base through the CRM software you are using. Spreadsheet can be deleted by a disgruntled employee, and this is NOT something you want to happen.
Aside from ease of use, another thing that you need to consider is shared information. Make sure that the software you use, shares information to all authorized users in your company.
Coordinate all the departments in your company and require them to record all customer interactions. This can be a customer lifesaver. When the customer service department records a complaint by a customer, your salesperson can check it and offer something that will make the customer feel good.
It will also prevent eager sales agents from selling to customers who have pending complaints about the company’s products. Of course, you need to discipline your sales team to actually check the customer’s records before calling.
Another feature that you should look for in a CRM software is email integration. It must work seamlessly with your email service provider, and when you customer provides his email address an entry should automatically be created in the system. This goes back to not letting your sales team become data entry workers.
Lastly, your CRM system should be accessible by your team from a tablet or smartphone. When a customer calls when a team member is on the road, that team member should be able to access the customer’s information from his phone or tablet.