If you are in business or are interested in business, you may have heard of CRM, but just what is it? CRM stands for Customer Relationship Management, and it’s a technology used for managing all of your company’s interactions and relationships with your customers and potential customers.
Your business is dependent on your customers, so streamlining customer interactions across multiple touchpoints and tracking any leads and potential deals from start to closure without a centralized CRM strategy in place is virtually impossible. Without the proper software, your sales staff will have a much more difficult time monitoring leads and staying on top of their targets. This results in a drawn-out sales cycle, with a generic and less-than-stellar customer experience. This is where CRM software Australia comes in!
With CRM in action, a business is able to streamline customer interaction across multiple channels, get a 360-degree view of support tickets, track deals from start to closure, live chats, phone calls, track their sales targets, and make intelligent data-driven decisions with the use of powerful analytics. When you have a strong CRM strategy in place for your business it allows your team to build better personal connections with customers, which has the benefit of helping you identify their desires, needs and requirements so that you can provide them with top-notch personalized services.
The CRM concept has been around for a while in various forms. In the 60s and 70s, many businesses utilized CRM to track their leads and contacts using offline methods such as rolodexes and journals. Our modern CRM systems can be traced back to the 80s and 90s, when businesses saved their contacts and leads in digital database management systems which later evolved into Sales Force Automation (SFA) technology. As the industry continued to expand, vendors were inspired to provide broader sets of services such as marketing automation, omnichannel communication, analytics and reporting, and performance tracking.
Now let’s fast forward to the present day when customer relationships are grown and nurtured by the efforts of every customer-facing team in your company, not just your sales team. Accordingly, today’s CRMs have evolved to become much more than a Salesforce Automation tool. Advanced CRMs of today bridge your sales, marketing, and service teams on a common platform allowing your customers to enjoy a seamless, highly positive experience with your brand. An estimated 95% of companies with 10 or more employees now take advantage of a CRM in their organization! The CRM system is so good even the Australian government has implemented it!
CRM assists your team in staying productive by building and defining efficient practices for your business. A CRM helps you to ensure that proper standards are followed while processes are executed. You can rest easy knowing your sales team’s time is spent on closing deals and not being wasted on mundane tasks by automating routine activities with CRM. A centralized repository of information helps your team resolve customer inquiries speedily, ensuring customers leave satisfied!