A company which depends on consumers for its existence needs to be deeply anchored on customer service and satisfaction. It is for this reason that Allen, a top sales executive, has been toying with the idea of upgrading their system to a Customer Relationship Management or CRM software. That is why he asked this question:
“As the Sales Director of a local company dealing with personal care products, I am about to recommend to our Board the purchase of a good CRM software as a necessary component of our sales and marketing program. I have heard so much positive feedback about this software from my industry colleagues and would now like to find out how it can fast-track our sales . Any recommendation or tips you can give me on the best qualities to watch out for when looking to buy one would be much appreciated.” Allen, OH
Thank you for making the query Allen. We can only say that recommending the use of a good CRM software would be a great contribution to the company you work for. As you can see, a lot of businesses are already converting to CRM methods because they recognize the benefits it can give them in terms of automating and streamlining the sales process.
The apparent advantage we can think of is how the online software will be able to collect, interpret and analyze your customers’ data. In so doing, you will be able to tailor your marketing campaigns to suit their preferences, spending power and habits.
When you know your customers’ lifestyle, then you will be able to give them what they want which, in turn, leads to their satisfaction. With word of mouth and proper marketing methods, you will be able to gain new clients too.
I am sure adopting the system will not be a difficult decision because most of this software is priced cheap, depending on the number of users. And some of them are free too. It is just a matter of making a review of CRM apps to separate the good from the bad ones, as well as identifying the strengths and weaknesses of each.
We suggest scouting for these Top 5 qualities when looking for a good CRM software in the market:
Key contact management should contain all information and history of interaction with a particular customer. This includes calls, emails and presentations made. If necessary, data can be accessed by multiple users within the company for betting client servicing. A good contact management feature will also allow you to import your contact list and integrate or synchronize this with third party applications like Microsoft Outlook, Gmail, Yahoo etc.
Check the vendor website before considering them for deployment. A help desk with live chat and a telephone helpline must be available for client needs 24 hours a day, seven days a week. There must also be functionality to log support tickets and replies must be sent from within one to two hours for optimum response.
For a company just transitioning into CRM software, usage issues are very important as it must be something sales staff should be comfortable with. Before buying, analyze a software for its user interface – does it have a friendly-looking dashboard with easy to navigate icons? Ask the question if adoption to this technology will be a breeze for everyone, particularly for personnel belonging to the older generation. Read a review and ask for a demo so you can see how everything works.
Enterprise mobility is getting to be a byword in today’s fast-paced digital era. It’s now a must to be able to access sales data, schedules, Powerpoint presentations and the like from smart phones and other types of handheld device. This is where the future of CRM software depends upon.
It goes without saying that valuable business data should also be accessed not only in the office but in remote areas such as trade shows and customer locations. As an alternative option, even work-at-home agents can be utilized from a contact center that’s halfway around the globe from headquarters, for as long as there is remote access provision in the software.
A good CRM software can run marketing campaigns from conceptualization to testing. Some even have functionality for measuring performance through analytics, do sales tracking and follow up on leads. Likewise, there is now a growing trend to integrate the social media stats of customers as a way of targetting prospects and knowing their preferences.
For more information, this insightful article on The 9 CRM Features That All Businesses Need should guide you further. Our handy comparison guide of various CRM software should also immensely help you in your search.
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