What is CRM software? How it works?
When choosing a CRM system for the first time, it is easy to get lost in a variety of programs with a wide variety of features. Who CRM development system is better? Should you buy an expensive and popular one right away or start with something simpler? What features should be and which will not be useful?
The CRM system is used to manage the sales, marketing, and work of customer support departments.
Customer Relationship Management System is application software for organizations designed to automate strategies for interacting with customers (customers).
Simply put, a CRM system is a program that helps organize the process of communicating with customers. Its main goal is to get things in order, to make work easier, faster and more convenient. Depending on the tasks, CRM can be installed on a computer or used as a cloud service. Most modern CRM systems also have a smartphone version.
How does a CRM system work
When a business is based on customer service, every detail should be controlled. Maintain customer base and application records, communications history, monitor sales progress, schedule meetings and calls, assign tasks. In business, mass mailings are often used. In addition, companies must monitor the work of employees, ensure communication between departments and perform analysis.
Typically, these tasks involve email, chat, spreadsheets, calendar, task manager, and other programs.
What does a CRM system give? It performs all of the above functions by combining several services. Employees no longer need to switch between tabs and windows, all work is done in one program.
The main characteristics of the CRM system:
- Organized clientele. All customer information is presented in the form of visual maps. Call history, negotiation content, future meetings and calls, and upcoming tasks are recorded for each customer. CRM customers of DICEUS can be segmented according to various parameters. It excludes duplicate contacts. Most of the information is recorded automatically, reducing manual data entry to a minimum.
- Automating. Working with CRM cuts down on time and helps automate routine tasks. Popular automation features include mass sending and creating template-based emails and documents.
- Management of employee work. In CRM, you can assign tasks, distribute them among stakeholders, track progress and prioritize tasks. A unified way of setting goals allows employees themselves to not forget or lose sight of anything.
- Sales management and analysis. One of the main advantages of CRM systems is the ability to follow the steps of the sales funnel. In addition, most CRMs provide for the creation of reports and analysis functions, which can be individually customized for business tasks.
The ability of a CRM system to adapt to business tasks makes it versatile for various industries and businesses of different sizes. Don’t believe the misconception that a CRM system is a program only for large companies. In small businesses, where employees often hold multiple positions, CRM will also prove to be an essential assistant.
CRM system for companies
For CRM to be suitable for small businesses, it needs to be flexible in its parameters, inexpensive, and as easy to use as possible.
How can a small business use a customer management system? For example, using CRM for a beauty salon, you can keep a record of customers, save all communication history, mark procedures done and preferred. With the help of CRM, a beauty salon can congratulate clients on their birthday, remind them of prescribed procedures, advertise targeted services and promotions. So, in just 2 clicks, you can select customers who have not visited the salon for 3 months and send them a special offer.
By applying CRM for sales, you implement several tasks at the same time: you can easily assign and distribute tasks, follow the progress of their implementation, see all the communication history with each customer, segment the base, manage and analyze sales funnels.