CRM: what is it, and what are the advantages of implementing it in companies? In a world as commercialized and digitized as the current one, companies in the US have seen the need to reinvent themselves. It is necessary to differentiate themselves from their competition.
Many strategies have arisen for improving processes, brand image, and reach. Companies are constantly working to achieve a rapprochement with people and thus have a more direct relationship with customers.
For this reason, being able to manage communication with clients and prospects is essential to improving their relationship with them. It is important to personalize the communication with them according to their needs. This achieves practical and global competitiveness of the brand or company, made possible through implementing CRM, which we will talk about today.
What is CRM?
CRM is the acronym that corresponds with Customer Relationship Management. It is a method through which a brand or company can manage and organize its database, as well as interact with the company’s audience.
The most common way CRM is applied is through software dedicated to organizing data and providing trend analysis. The data and trends are based on people’s behaviour, preferences, interactions, etc.
With CRM, those in charge of marketing for the brand or company will have valuable data to help them establish strategies to achieve desired objectives more accurately and securely.
CRM is more linked to the technological field and should be understood and used as a tool for managing customers in addition to the interaction established with them. However, it does not really involve products or services.
With this option, you can use collected information in a more accurate and optimal way.
The following aspects characterize CRM:
As it is a type of software, it is closely linked to technology.
Which can store people’s data regardless of where they come from.
This refers to location, work, age, gender, telephone number, email, etc.
CRM tracks traffic on a website, such as downloads, visits, messages, and applications used. It also notes the content they consume and the purchases they make.
For the application of CRM to be effective and efficient.
All levels of a company or operational departments of a brand’s leadership must be inclined to provide customer service.
Directing internal strategies to the satisfaction of needs expeditiously.
CRM, being software, works in an automated way.
This implies that the processes are not repeated and that there is no duplicate data. However, human intervention is necessary to verify that the data and the rest of the process are carried out correctly.
Technology can also fail as there is always some margin of error, however small. Therefore, it is not advisable to rule out human capital for this type of task. Humans are the ones who, based on the data obtained, will be able to use the information to design the marketing strategies to be used.
CRM & Marketing: What does it imply?
A strong connection is usually made between CRM with sales and obtaining customer data. Still, for this information to be useful and the work worth the effort, it must also be related to marketing.
The main objective of implementing a CRM strategy is to make the most of the information obtained. It is good to take advantage of it through marketing and thus increase sales, followers on social media, customer loyalty, and engagement.
Marketing automation is achieved by using tools that do the manual work, limiting hands-on labour to supervising actions that will generate contact with the public.
CRM serves to complement and collaborate withmarketing teams. They can organize priorities and guide themselves to establish relevant strategies, together with the support of digital technologies that have accelerated this automation. This means the ability to serve the customers and staff more directly. Strategies can focus on customer interests, tastes, and needs, and therefore manage to capture and engage them to increase business.
- Manage interaction with customers.
- Focus on the information obtained from customers.
- Automate marketing processes.
- Manage and boost sales.
- Track the development of the sales process.
- Obtain greater fluidity in sales.
- Handle data from other contacts and suppliers, not just customers.
- Generate customer profiles.
Short term advantages
Implementing a CRM system will help capture customer information.
This also implies:
- Time efficiency
- Avoiding duplicate data
- That the information is up to date for all the departments that use it
- Monitoring of customer management
- Improving the client experience
Long term benefits
Regarding longer projections.
- Increases in sales
- A rise in productivity and trade
- The ability to sharpen forecasts.
CRM and its practical application are a perfect complement for brands and companies so that they can concentrate all information in one place, making it easier to manage. At the same time, CRM helps avoid the use of other incompatible applications or programs.
On many occasions, it is necessary to cross-check information. The traditional way of doing it is manual, which implies a considerable investment of time that would delay other activities and imply a drop in productivity.
For this reason, implementing CRM is a feasible solution, and not only because of the advantages already mentioned. It is also advantageous because it creates transparency in the information processes, encouraging accurate decision-making.
Last but not least, information is power. If you have valuable data about your customers, you can manage relationships with them better and achieve even greater results for your business.
Do not hesitate to contact us if you want to increase your sales through digital marketing.
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