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What is CRM? The more you know about your customers' needs, wants and behaviour, the easier it is to sell and keep on selling. As more business owners see the value in nurturing this relationship, the more they're looking to CRM. CRM consolidates information from every part of your company - and sometimes outside, too - into a single data source. This makes relevant information available to everyone on your team, providing them with a complete, 360 picture of customers, leads and more. CRM helps your sales, customer support and marketing people to sell, cross-sell and upsell as they deepen customer relationships and lock in loyalty. It's also easy for them to create meaningful and useful business reports. With CRM you can keep track of your team members - the way they operate along with how well they do their job. You'll be better placed to predict their performance, and also to help them work more effectively. You will also be less dependent on key people; vital information is held in your system, not someone's head. The problem for many small to medium businesses is that they believe CRM is all about software. They buy it, install it and, in up to 70 per cent of cases, they're left wondering why it isn't working. The reality is that, while CRM is a proven solution, software is just the beginning. |
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