What is a CRM System?

CRM or Customer Relationship Management is a system that aims to help organizations improve relationships with existing customers, find new prospective customers, and win back former customers. CRM makes it easier for you to identify, understand and assist customers as it collects and stores all your customer/client data, empowering your company to better understand your customers, better organize them and communicate with them.

Who uses CRMs?

CRMs are no longer just for large-scale organizations with huge databases of customers, but are advantageous to even small and medium sized organizations. Designed to streamline your processes, a CRM can be one of the most powerful management tools in your arsenal. Here's how CRM benefits can renew and expand your business:

1- Improved Customer Satisfaction & service

Your customers won’t be happy unless they are taken care of. With a CRM, a client’s unique preferences, past purchases and issues are recorded. Therefore, customer support becomes a walk in the park. By using CRM, all dealings involving servicing, marketing, and selling your products and services to your customers can be conducted in an organized and systematic way. You can also provide better service to customers through improved understanding of their issues. For instance, if you need to resolve an issue for a customer, your representatives will be able to retrieve all activity concerning that customer, including past purchases, preferences, and anything else that might help in finding a solution quickly. In this way, you can receive continuous feedback from your customers regarding your products and services.

2- Improved Customer Retention (and Revenue)

By using a CRM strategy for your business, you will be able to improve your customer retention rates - which often translates into increased revenue for your organization. According to Harvard Business Review, a 5% reduction in your customer defection rate can increase your profits anywhere from 25% - 85%. As far as CRM benefits go, this is a golden one. By using the data collected, your team can proactively address at-risk accounts as well as reach out to satisfied customers at the right moment, to encourage repeat purchases.

3- Better Communication

Your whole team has access to the same up to date data meaning there is less duplication in data and less chance of human error, which is one of the several major benefits of CRM. Each employee will also be able to answer customer questions on what is going on with their product or service. By functioning as a well-informed team, you will increase the company’s overall efficiency and offer a better service to customers.

4- Leveraged Marketing

Another great benefit of CRM is that it allows you to have a more targeted and cost-efficient marketing program. By understanding your customer needs and behavior, you will be able to identify the correct time to promote your product. A CRM will also help you segment your customers and give you insight into which are the more profitable customer groups. By using this information, you can set up relevant promotions for your groups and execute them at the right time. By optimizing your marketing resources in this manner, you give yourself the best possible chance of increasing your revenue. 

5- Improved Analytical Data and Reporting

As a CRM stores all the information in one centralized place, it makes it a lot easier to analyze your performance as a whole. By pinpointing important information such as revenue generated, leads, as well as results of your marketing campaigns, you'll be able to easily generate reports. Better reporting data means you will be able to make effective business decisions and improve revenue in the long run. 

6- Maximized Overall Business Performance

A CRM system can help maximize your business performance by increasing your up-sell and cross-sell opportunities. Up-selling is where you offer customers an upgrade or premium products that are related to their purchase. Cross-selling is where you offer complementary products that fall into the same category of their purchase. Both these sales strategies can be easily conducted with a CRM, as you will have an understanding about their wants, needs and patterns of purchase. Having this information in a central database means that when an opportunity arises, your sales team can promote as required. 

Need a Dynamic CRM Solution For Your Business?

If you’re looking for a viable CRM solution that helps you seize growth opportunities and boost revenue while promoting sales productivity and operational efficiency, you’ve come to the right place. With Microsoft Dynamics CRM solution, you’ll never settle for anything less than GREAT. To learn more about this incredible solution, get in touch with us today.