A CRM tool is inadvertently used to get greater perception on your client base, speculate the tactics needed for long-term profitability, and formulate better plans that enable your staff to break new operational grounds.
For example, if the software reveals that 80 percent of your customers are in the pharmaceutical sector, you could hire more salespeople with a medical or pharmacological background, or implement a training program to elevate your sales staff’s awareness of the pharmaceutical industry. When people talk about CRM, they are usually referring to a CRM system, a tool that is used for contact management, sales management, productivity, and more. The goal of a CRM system is simple: Improve business relationships.
CRM as Technology: This is a technology product, often in the cloud, that teams use to record, report and analyse interactions between the company and users. This is also called a CRM system or solution.
CRM as a Strategy: This is a business’ philosophy about how relationships with customers and potential customers should be managed
CRM as a Process: Think of this as a system a business adopts to nurture and manage those relationships.
In today’s tough economic climate businesses we work with, the concern about the true profitability of each customer. Determining the true (or net) profitability of a customer involves combining sales data with activity based data. This tool plays a major role in easing up the work of your accountants. They no longer need to fret over tracking every rupee of revenue, shipping costs, product discounts, and client returns. The software helps give any business a speedy book keeping system and an accurate financial reporting procedure, which are exceedingly relevant processes in the corporate value chain. When corporate strategists talk about “value chain,” they are referring to the collection of tasks and tools that enable a business to grow sales, run efficient operations, and post positive results at the end of the year.
Cloud computing is one of today’s most important technologies now began to take a role in managing compliance program. One of the most important advantages of cloud-based compliance management applications is that it allows to access to all your data from anywhere. These applications ensure the balance between the companies cost management, risk management and compliance management, thereby helps to perform a more efficient operation. Especially mobile applications allow managers and supervisors to control these processes from anywhere. Mobile compliance management solutions let you comply with laws, identify, perform and track corporate regulations from anywhere with your smart phones or tablets.
An effective client policy enables small business owners to automate some business processes that were previously manual. This is a winning approach in the long term, especially when it helps you comply with federal and state laws and industry standards. For example, you might not need to hire a team of compliance analysts to perform regulatory checks if you apply the correct settings to a CRM tool. You can instruct the tool to flag a high-risk client or generate the relevant documentation based on the client’s risk score.
Every business thrives solely on its sales as the revenue generation revolves around the efficiency of its sales strategy. This strategy can only be devised by engaging in the creation and implementation of a sales management system. It is a technique of formulating sales strength, synchronizing sales operations, and applying sales skills that lets a business to constantly improvise and exceed its sales targets. Sales management aids the functioning of activities and tasks which are involved in the dispersal of goods and services.
Selling a product or a service, even to an average consumer needs strategic planning and its effective implementation. One thing evident in a product’s lifecycle is that sales management isn’t as easy as it sounds. It depends comprehensively on crafting the organizations’ offerings in terms of the targeted market needs and desires and using evaluation, communication and distribution. Client administration programs can provide you valuable intelligence about long-term sales trends, helping you adjust the existing corporate sales strategy and results tactics. For example, a five year analysis of your janitorial services company’s sales data shows that income from car manufacturers is in decline, while revenue derived from the higher education sector is on the rise. Based on these results, you may decide to target universities and colleges more aggressively and gradually pull back from the auto sector.
Customer Service improvement
Begin by understanding your business niche. What do you do best? Who needs what you do? How do you best approach these prospects? These are some questions you might want to stop and think about before you start diving in.
Once you have figured this part out, it’s now time to think about your weekly, monthly, and yearly goals. Start off by setting results goals to measure your progress, and track them closely. Increase your activity and measure the results.
CRM can improve a company’s customer service practices, helping employees respond to clients’ queries spontaneously and constructively. For example, an entrepreneur can track customers’ complaints and see where and why the company is not performing well. The software can also provide insights into clients’ order trends, ensuring that personnel never mess up any order related questions in the future. Client management applications can give a small business operational superiority in key areas. This tool enables your company to understand what it takes to build an effective customer outreach policy and boost sales. Before selecting a customer tracking program, make sure it fits your company’s operating processes, industry, revenue cycle, and customer base.
Benefits of using CRM for your Business
Increased Profitability and Efficiency
Profitability is more than just increasing sales. It is creating efficient processes across your business operations to make sure sales opportunities are not lost and costs are minimized. With CRM, employees can access important data quickly to serve customer needs or address a critical business process faster. For instance, a customer is complaining about a defective product. Customer Service can ask for the product’s serial number and quickly access the Logistics’ database to record the defective batch, while Logistics can make the necessary replacement. Meantime, Finance is computing the cost implication of this minor activity to the overall monthly overhead.
Customer engagement such as emails and calls can also be tracked, and necessary actions can be rerouted to the right department to immediately address concerns. Similarly, best performance hotspots are easier to identify, so you can reward employees with excellent outputs. In our example, a Customer Service employee with a track record of addressing customer concerns fast can qualify for an incentive.
Other forms of efficiency include reducing training cost by equipping new employees with user-friendly CRM tools that can be deployed in minutes. It is also easier to accustom new employees with standard operating procedures. The CRM system acts like a gatekeeper of universal forms and processes across your business operations, ensuring employees are using the same templates, forms, and procedures to perform their tasks.
Not only that, CRM integrates processes like accounting, inventory, and sales to come up with a seamless pipeline and avoid doubling of tasks. Items like contracts, events, projects and products are aligned in one CRM infrastructure for faster turnaround of deliverables.
Better Sales Performance
It’s the most obvious reason for adopting CRM strategies. The best CRM software allows you to follow quality leads and reduce time wastage following prospects. Sales cycles are reduced and win rates are improved. Moreover, you can check customer buying histories to identify potential leads, upsell opportunities, or repeat customers.
Top CRM software also helps identify your most valuable customers as well as create a customer reward system or personalized communication to increase engagement and conversion. Furthermore, you can easily pinpoint weak links in the sales process—like unanswered emails or calls that are not followed up—and address the issues at once.
Faster Tactical Decision-Making
A well-informed manager with access to real-time data can make adjustments quickly to react to market trends. CRM allows you to cull accurate insights from real-time and on-location data. This means you can fine tune your strategies or tactics right away to take advantage of an opportunity or avert a crisis.
For example, a quick look at your sales figures entered by the Sales Team can reveal customer clusters. Consolidating this insight with, say, supply chain, can help the Events Team organize scalable trials in lesser performing but promising sales clusters. CRM helps you allocate resources not just in needy areas, but promising ones. Likewise, more accurate data also allows you to pull together raw best practices by different departments to further improve the overall business operation.
Optimized Mobility for Your Field Team
Mobile technologies today allow field teams to access CRM data like customer personal information, purchases or product information, and delivery schedules. In fact, mobile CRM functions can increase sales force productivity by 14.6%. This allows users to access these details on location, so they can make decisions or reports on the spot, in front of the customer.
For instance, you can automatically log completed field checks or client meetings at once, while the back office processes your mobile report immediately. Even as you’re pitching to a prospect, the back office is already consolidating a quote based on your field inputs. You can even deliver the quote before the meeting ends, saving you the difficulty of scheduling another meeting just to offer a custom quote and cutting down the sales cycle.
Other field applications of mobile CRM include: checking real-time inventory; checking customer credit limits; receiving alerts like out-of-stock items; and processing approval in minutes rather than days.
Stronger Data Security
Confidential customer data and trade insights are kept in a centralized CRM system instead in disparate and disconnected desktops. This means you can focus your budget, human resources, and capital infrastructure under one item: the CRM ecosystem. You can set parameters so only authorized employees can access the data, while keeping a close tab on a single channel for possible breach. In military parlance, positioning your defensive line in a narrow channel reduces the superiority in numbers of the enemy: hackers
OUR CRM ROLLOUT METHODOLOGY
Requirement Gathering- Need Analysis Phase
With the project kick off meeting, our consultants would spend time documenting your present business process and collect your process requirements. In this phase, we try and get familiar with your sales and marketing people and processes which would help us get the real needs from the CRM system. Needless to say, involvement of top management and stake holders would play a vital role in the success of the implementation. !
Solution Document Phase
When you are implementing a new CRM system the most important document is the SOLUTION DOCUMENT.The Project Manager, who has the overall management and the mandate to run the project will be responsible and accountable in the preparation of a SD.. Every step that would be configured, customized or modified would refere back to the solution document and hence generally called as the blueprint document..
This document araises out of the solution blueprint.Here , we segregate the functions into configurable, customization, report related and work related components. A check list of all developments would be done and would be passed on to the configuration upon sign off from the customer
The actual development of the application happens in configuration phase. the required set ups, currency, business units, roles, report modifications, views, and many more product related activated are conducted.A beta system emerges out as a result for the developers to conduct test, upon satisfactory results, it would pass on to the customer CRM team to conduct the user acceptance test.
User Acceptance test
The CRM team conducts multiple scenario test transactions on the application and reports errors, modifications, corrections. Change requests in terms of process changes are accepted in this phase. The user signs off upon successful completion of testing. We upload the existing data to the new application and keep the instance ready to GO-LIVE.