CRMs are the real tools of sales management
- The benefits of CRM
- Personnaliser son CRM
When we talk about CRM, we are usually referring to a CRM system, a tool used for contact management, sales management, agent productivity, etc. The purpose of a CRM system is simple: to improve business relationships to grow your business.
CRM tools help you manage customer relationships throughout the customer lifecycle, at every marketing, sales, e-commerce and customer service interaction that is part of sales enablement.
CRM (customer relationship management): all you need to know
Customer relationship management (CRM) is a set of practices, strategies and techniques that companies use to manage and analyze customer data throughout the sales cycle.
The goal is to improve customer relationships, build customer loyalty and drive revenue growth. A CRM system collects customer data through a variety of channels: telephone, live chat, direct mail, marketing materials, and social media.
CRM systems can also provide customer relationship managers with detailed information about customer profiles, purchase history, preferences and purchases.
The different types of CRM
There are many different types of CRM. Among the best known we have: salesforce, hubspot, pipedrive, zoho or zendesk.
- Salesforce](https://www.leexi.ai/fr/sales-enablement/crm/salesforce/): a CRM widely used by large companies.
- Hubspot: a CRM that is used more by small and medium-sized companies.
- Pipedrive: is described as the one that will reconcile large companies and SMEs.
- Zendesk: equivalent to the three above but is a French version.
Why does CRM benefit from CRM?
- The support team gets a return on investment with faster access to customer data, including access to purchase history and past interactions.
- The visualization of reports is powerful and helps companies understand trends.
- Simplify small but important tasks in your sales and customer support processes.
- Make the small but important steps in your sales process simpler.
At the basic level, CRM software consolidates customer information and stores it in a single CRM database for easy access and management by business users.
Many additional features have been added to the CRM system over time to make it more convenient. These include recording customer interactions via email, phone, social media or other channels. Automate various automation processes such as tasks, calendars and alerts, depending on your system's capabilities. Managers can monitor performance and productivity based on information stored in the system.
Marketing automation: CRM tools with marketing automation capabilities help you automate repetitive tasks to improve your marketing efforts at different stages of the lead generation lifecycle. For example, when prospects sign up, you can automatically send them marketing content via email to convert them into full customers.
Sales automation: Sales automation tools track customer interactions and automate many of the sales functions in the sales cycle needed to track prospects, acquire new customers and retain customers.
Contact center automation can include pre-recorded audio to help resolve customer issues and disseminate information. A variety of tools that can manage customer requests to reduce call times and streamline customer service processes. For example, automated contact center tools such as chatbots can improve the customer experience.
Location-based technology or services: Some CRM systems include technology that allows for the creation of geo-marketing campaigns based on a customer's physical location and can integrate with popular location-based global positioning system applications. The positioning technology can also be used as a network or contact management tool to find potential customers by location.
Finally, customer management platforms like CRMs connect all your prospect and customer data, all in one place. A CRM consolidates all communications (form fills, calls, emails, texts and meetings), documents, quotes, purchases and tasks associated with each prospect and customer. Your entire team can access these details at the right time to close a sale or provide exceptional service.
A spreadsheet can't compete with a CRM for tracking more complex dynamic data. like the emails a contact has opened, the pages they've visited on your website or their last purchase date. Your CRM is always updated automatically as your prospects and customers take action, while data in a spreadsheet becomes obsolete.