The improvement of the knowledge of your customers makes it possible, among others, to increase the profits and to perpetuate the commercial relation. But what is a CRM and what is its scope of application?
What is CRM software?
CRM, Customer Relationship Management in English, or CRM, is a concept that promotes the centralization within a database of all interactions between a company and its customers. This makes it possible to pool and maximize the knowledge of a given customer and thus to better understand, anticipate and manage their needs.
With Customer Relationship Management (CRM) software you find relevant solutions to:
- Improve your business performance
- Know exactly your customer portfolio
- Organize your sales force
- Save time searching for a customer or information to focus more on your business
Today, it is important to understand the expectations and needs of your customers. An unsatisfied customer can compete with a single click. To reduce this risk, customer relationship management software helps you better define your business strategy. You need to know more about customer relationship management on this website in this matter.
CRM software helps you to optimize the work organization
An evaluation of your needs is essential. It will allow you to opt for the right Customer Relationship Management software. The implementation of CRM software is a complex choice, which changes the organization of work and relationships between employees of the company.
What is the main application scope of a CRM tool?
Customer Relationship Management (CRM) is a strategy for organizing and synchronizing sales, marketing processes, customer service, and technical support. CRM software covers several key areas: customer support, sales analysis, marketing campaign management and sales force management.
Sales representatives have a 360 ° view of the customer (history of all requests and interactions) resulting from the sharing of information with other departments. The constitution of a single and up-to-date customer database facilitates the commercial follow-up: organization of prospecting, agenda for making appointments, entry forms for visit reports, taking orders…
The marketing department has a unique base enabling it to offer targeted winning and loyalty operations. CRM software also makes it possible to plan marketing campaigns, measure their effectiveness and automate reporting: segmentation and profitability analysis, conquest programs, measurement of results achieved, campaign management, etc.
Support and customer service
CRM allows real-time access to data and offers a personalized service: management of requests for information, technical incidents, planning interventions … Customer support and service are then able to improve the quality and efficiency of operations, to intervene more quickly and put in place corrective actions to satisfy the customer.
The CRM software is real business management software that allows for a fine sales analysis. A powerful statistical tool, the CRM software makes it possible to determine where the user comes from, to know all the effective actions and to calculate the acquisition cost of a new customer.