Summary: Customer Relationship Management Software is a digital business tool designed to automatize and organize many of the everyday processes in your company. You can manage and analyse customer data and interact with them to retain and draw in new customers.
A CRM platform, like SendPulse or HubSpot, allows companies to focus on different market segments, establish scores and send out alerts based on an individual lead’s behaviour, proactively manage contracts and keep relationships.
Most importantly, CRM systems can be utilized throughout departments, ensuring the teams that deal with customers are equipped with the appropriate data to deliver exceptional customer experiences.
DevRev is, API-first, dev-centric CRM that leverages data, design, and machine intelligence to empower developers to build, support, and grow their businesses. The platform connects developers to customers and helps organizations become Customer and Product centric. DevRev PLuG platform provides an easy-to-use experience that empowers your end users and customer-facing teams with ready access to relevant information to enable more effective communication. Our intention isn’t just to enable a support team, it’s to shift the way customer support and success are approached to benefit the end user, the organization, and the customer support and success team(s).
CRM is beneficial to a business in many ways.
Although the benefits differ by department or sector, six advantages to CRM software that benefits all users are:
- Reliable Reporting
Data is an essential component of any business. It’s accessible through various sources: Social media platforms, Google Analytics, business applications, software, and CRM technology.
Data isn’t useful, however, until it’s organized and cleaned, analysed and finally, made useful.
All businesses use social media and depend on the data provided by those platforms. Google Analytics is an important tool used by many business owners, at the very least, to keep track of their website’s traffic.
However, it would be best if you didn’t count solely on these tools.
CRM software allows you to explore the depths of all your metrics and data and those that come from different sources.
Suppose your business is committed to keeping clean data or error-free data. In that case, you can utilize the CRM platform to collect the data, tabulate it, and organize it, which is then easy to analyse with the help of reporting features.
It is among the most significant advantages of a CRM system, and it can lead to other advantages that are accessible once you have useful data.
One advantage CRM platforms offer over other customer relationship management platforms is the ability to observe who is interacting with your company and how. For instance, a person interested in completing an application on a landing site after seeing an advertisement on social networks.
You can run reports to determine where you can make an impact, how you communicate with customers and leads, patterns in your customer service and sales efforts, and much more.
- Leads: Leads are customers who have completed a questionnaire or expressed curiosity about your company. They might be quality, potential customers, but you’ll never be able to tell until they are on the journey with customers.
Reports, specifically those that provide data derived from artificial intelligence, can help users in CRM understand how to interact with leads to transform them into opportunities.
- Opportunity: leads that at some point move into the sales process and on the verge of purchasing turn into potential customers.
Perhaps, for instance, they contacted one of your sales representatives and asked for a demonstration, or maybe they added an item in their cart on your website for e-commerce.
- Sales: When someone converts and becomes a customer, it doesn’t mean you’re done collecting and analysing information.
The data you gather before the purchase of the customer, as well as the data you gather on their behaviour following purchase and the data you gather through the analyses you create with that information, will help ensure that you know the customers who purchase your products or services.
The most efficient CRM systems offer more than telling you what ad the lead came.
They can tell you exactly what people click when you send an email with a marketing message as well as how many times the email is opened and how often they engage in meetings with sales representatives, the information they require to know when they call the customer support department, and much more.
- Dashboards that visually present data
Utilizing a spreadsheet for managing your business involves entering or manually importing data and determining what’s most essential before developing an appealing way to display this information. CRM handles the majority of it for you.
After you’ve invested in the system, you’ll be able to use another benefit of CRM, which is the dashboard. You can create an account for each person within your organization who has access to the CRM platform.
For instance, a marketing director is most interested in metrics for marketing emails, specifically, the click-through rates of every campaign.
A sales director but, in turn, want to be aware of the number of calls being made in an hour and the percentage of calls that led to positive actions, for example, a possible meeting or a demonstration.
Dashboards allow users to quickly access the information that is most crucial to their workflows without needing to search through, sort or run reports.
- A more personal approach to outreach with automation
Because you’re continuously collecting data, the insights you gain into your customer or market, you can develop targeted, more relevant messages and outreach both in the manual effort and automated campaigns.
It is one of the benefits of the dynamic nature of information and automated messages: It is possible to put individuals with an important connection — like or an interest in an area of interest into various drip campaigns.
This feature is an advantage of many CRMs. It allows you to create an automated series of emails that target the targeted audience and are triggered by certain actions. The drip campaigns are employed to promote sales throughout your funnel.
Automation lets you remove someone from an ongoing drip marketing at any point, depending on their actions. For example, suppose someone looking to book travel to Thailand eventually decides to book the trip.
In that case, your platform automatically takes them off of that specific drip campaign, avoiding redundant email messages and confusion.
- Proactive Service
Similar to how the information stored in your CRM system could assist in automating more targeted outreach across your marketing process, CRM data could help sales teams improve their outreach efforts or the ability of customer service to assist customers.
If a sales team is equipped with the experience of knowing what is important to the customer in particular and can be matched with the support rep can better meet the requirements of the client and address problems faster.
It is a huge benefit for a customer support team. With the relevant information available on their dashboards, and in some cases, there’s no need to look for details, and the rep can get on the point of what’s important.
It’s time-saving for everyone and makes your prospective customers feel valued when customer service and sales are knowledgeable and proactive. In addition, it could increase your profit margins by increasing customer satisfaction and shorter resolution time.
- Automatization can increase efficiency.
Automation is a benefit CRM platform can provide and is noticed throughout the organization. Three examples are:
- We are reducing the time to contact leads and nurture them by implementing drip campaigns.
- Leads are scored using parameters for customers you define or built-in AI so that your teams know better those leads that are marketing qualified (or MQL will be converted into sales-qualified leads or SQL
- Responding to simple questions from customers, including what’s happening with orders via chatbots and other automated messages
Marketing could devote more time to developing campaigns resonating with their target market, studying data, and experimenting with different strategies based on analytics. Sales should concentrate on selling the appropriate products or services for their customers.
Customer service representatives can dedicate their time to working with customers with questions or issues or have more demanding requirements.
In the end, a well-run firm can better serve its clients — that’s the most significant advantage of using CRM software.
- Simplified Collaboration
CRM is an inventory of interactions, conversations, requirements, notes, and contact information. When it’s cloud-based, it’s always up-to-date, and your colleagues can easily review its data to make their own decisions.
Furthermore, certain CRM platforms include integrated collaboration tools that allow several people to work on a single document simultaneously or monitor the development of a document like a sale quote.
Everyone part of your CRM can collaborate by sharing a record.
For instance, if someone from sales talks with the customer and finds details about the customer, they may complete specific fields on that individual’s record or create notes in their file.
It will ensure that everyone on the team uses the most current information to the best of their abilities.
Sales, marketing, and customer service are integrated without worrying about separate information.
Every team member can gather information and insights and collaborate to deliver excellent service to their clients.
How data is organized and displayed by CRM platforms can lead to a greater understanding of the customer. It results in better communication and outreach, most of which can be accomplished using automation, which can help provide better, faster customer support. Additionally, your teams will be able to work more efficiently and reduce silos.
Of all the advantages of CRM software, the ability to use data and technology to create an efficient business is the largest. It allows you to serve your customers better, leading to greater business success.