Does the phrase “the customer is always right” scare you? With a good CRM system in place, it doesn’t have to.
Customer Relationship Management (CRM) is getting a lot of attention these days; digital information and social media have changed the way people interact with businesses and corporations, so your Rolodex just won’t cut it anymore. Nowadays you need to know who they are, where they’re from, and when you first connected with them; you need to know what they purchased, how they purchased, and why they purchased. This is where a CRM system comes into play.
What is CRM?
Put simply, a CRM system digitally organizes and retrieves every piece of information about your customer(s). Every step of the sales process can be tracked for individuals, and large samples of people can be used for analytics and marketing campaigns. Emails, appointments, purchases; you can never have too much data on your customers. Having a CRM system in place organizes that data into opportunities.
It’s really all about keeping track of how your customers think, feel, and interact with your business. What’s your demographic? What else do they buy? How often do they click your ads? With a good CRM implementation, you can dive from one fact to another in real-time.
The newest trend of intertwining social media data (Facebook, Twitter, etc) with CRM systems has made those factors even easier to study, as well as giving your clients more open lines of communication/support. Customer service is also a staple of maintaining a good relationship; by being able to bring up transaction histories that are intrinsically connected to personal information, you can serve your clients in a way that assures them you are getting the job done right.
On-Premise vs SaaS (Service as a Software)
There is plenty of hubbub lately about the differences between “in-house” (on-premise) versus “cloud” (SaaS) CRM implementations; the pro’s and con’s have been discussed at length with no clear winner shining through. We will focus on their differences more in an upcoming post (no spoilers!), but for right now we can tell you that one is more secure and customizeable whilst the other is easier to implement and access (we offer both in-house AND cloud CRM implementations). Your CRM implementation will depend on which of these factors is more important to your success.
That’s about it; from Sales to Customer Service to Analytics and Marketing, a CRM system gives you the tools you need to please the customers you already have and find out what potential new customers want.
Hopefully this cleared things up. Stay with us for more helpful posts about the world of CRM and other related topics; Like our Facebook page, Follow us on Twitter, and do whatever it is you do on LinkedIn.