Day: May 25, 2018


What is CRM and Why Do I Need It?

This probably explains the fact that there are so many different definitions of CRM out there.

One of the first things you should do when considering CRM is to define what it means for your business as much as possible, so please consider why you do it and what results you will achieve at to do it. It’s crucial that you fully understand what you want to achieve with your CRM program because without knowing this, you have no way to know how successful or not the implementation has been.

Often it is the most important thing in a wish to increase customer satisfaction and understandability. The research suggests that dissatisfied customers will tell 7-10 people about their experience, while satisfied customers will direct them to 3-4 new customers.

The success of CRM is about competing for the relationship’s dimension. Not as an alternative to having a competitive product or a reasonable price check pricing, but as a differentiator. If your competitors do the same things as you (as they usually do), the product and price will not give you a long-term, sustainable competitive advantage. But if you can get an advantage based on how customers feel about your business, you can begin to develop a more sustainable and lasting relationship with them.


It is important to communicate regularly with your customers as it will automate this process as much as possible. But be careful As Bill Gates said, “the first rule of any technology used in a business is that automation used for efficient operation will increase efficiency, the other is that automation applied to an ineffective operation will increase inefficiency.”

It’s not enough to send emails to your customers every month, tell them all about your latest product and how it will change your life because most do not care. If you can quickly and easily identify those customers who are likely to be interested in your latest product, you can send the same email to a more specific group. You can still do more. What happens if you can tell each customer as an individual? “Because you bought our Silver Widget last month, you may be interested in the free Silver XYZ, and thanks for your current customers, here’s a 10% [custom amount depending on multiple factors] discount coupon”?

A CRM strategy covers all aspects of your business, from the first contact with a new potential customer to the final invoice. Each time he interacts with his clients, he gives them an impression not only of the person who talks to them but about the processes behind that person. Inefficient processes cause missing information to the customer, which creates delays, frustrations and a negative impression. The more loyal the customer is, the more prone he will be, but exploiting this loyalty can be an expensive mistake.

How much business have you lost due to inefficient processes and/or poor data management?
How much more profit could you have if you knew more about your customers’ habits?
What would you do differently if you knew which areas of your marketing do not work?

This brings us very well to the CRM software area. It is a common misconception that CRM is about software, even if it is the opposite. CRM has nothing to do with software. The software’s role is to store and gather information, produce reports and produce personal communication. If you are installing an expensive CRM product, you are still sitting waiting for something to happen is a critical mistake as you can be sure nothing happens by doing it alone.

There are two main types of CRM systems, Contacts and Opportunity Managers. Contact managers tend to be ‘focused people’ who register name, company and contact information for each person combined with free-form notes and the ability to call contacts to return to calls. They do not include sales forecasts, and they have the simple flat file format. Opportunity managers focus on capturing sales opportunities (as their name suggests) and has a more sophisticated relational data structure that offers businesses/accounts that have multiple contacts, activities, documents and sales opportunities. You will also find more complex reporting features and greater security at the individual level of registration, if necessary.

A CRM project never ends: it must be constantly customized and refined, but it does not require much time. By having all the information available, you can make informed decisions and easily communicate them to your employees Click Here for more information.