One of the biggest challenges for small businesses is their reliance on various apps and platforms to manage their business. This pick-and-mix approach usually ends up in an unholy mess of poorly tacked together software. As a result, you and your company have to put up with internal misalignment, lost sales opportunities, poor collaboration and substandard customer experience. However, Customer Relationship Management (CRM) is the remedy for all of this. Here you can find out which CRM activities are really worthwhile.
What you will learn in this article
- What you can do with CRM
- The definition of CRM activities
- What are CRM tasks
- CRM benefits for your business
- How to get started with CRM
What you can do with CRM
CRM systems are versatile, agile, and insightful; three characteristics you would want for any business. With CRM, you can:
- Manage interactions and your relationships with prospects, leads, and customers with ease
- Streamline and automated everyday, time-consuming tasks
- Find new sales opportunities
What is a CRM activity?
CRM activities are the jobs your CRM system undertakes to assist your employees in their work. For example, this includes:
- Automating repetitive backend tasks for marketing, sales, and service departments
- Storing and managing business data about customers and deals
- Reporting and forecasting
This is not an exhaustive list. CRM activities span a whole lot more, including:
- Tracking deals
- Managing and responding to support tickets
- Using custom objects
- Creating knowledge bases
- Integrating with your other tools
What is a CRM task?
CRM tasks are the steps involved in carrying out an activity. For each activity, you can create and assign tasks to accomplish the activity and set up reminders about the tasks.
Tasks, too, can be automated depending on what they entail. For example, when a deal moves from one stage to another, you can automate what needs to be done next. Say, an automatic task to remind agents to place a follow-up call.
You can also automate tasks on a To-do list and ensure each step is carried out correctly. Once this has been completed, your screen will automatically move to the next task.
CRM benefits for your business
The entire point of CRM is to eliminate friction in your business processes and grow your company. Here are the top 10 CRM activities you need to get right to obtain maximum value for your small business.
Store and manage contact data
A CRM system is designed to let you manage and log all of your interactions with every customer directly from your screen. Of course, you can add notes, but the logging is done automatically to keep records up to date and accurate.
Tracking deals has never been simpler. CRM enables you to set up customized pipelines and deal stages. The system then automatically tracks and saves all the relevant data. You can then see which stage a deal has reached.
CRM allows you and your teams to communicate directly with people from within the system. This includes email, phone calls, live chats, and support tickets, etc. As your comms are centralized, it improves teamwork, marketing and sales alignment, and collaboration.
Deal with support tickets
Within your CRM dashboard, you can manage all your support tickets. The CRM automatically acknowledges the ticket and its status to the customer. The dashboard also gives you a heads-up about ticket volumes, types, response times, etc.
Use custom objects
The use of custom objects allows you to fully customize your data and the way you use it. For example, you can trigger workflows with custom objects to automate tasks and reach out to your target audience how and when they want to be contacted.
Automation is one of the most significant benefits of CRM. You can automate a broad range of manual tasks to free up staff time. For instance, as data entry, content management, prospecting, customer support, timed, and highly targeted email campaigns
Create knowledge bases
Knowledge bases are a great way to empower customers to troubleshoot problems. You can create them quickly within your CRM system and avoid standard FAQ-type queries clogging up your support hotline. Which sections users view the most will reveal any areas of your business that may need attention.
Integration with other tools
If CRM is anything, it’s integration-friendly. Instead of constantly hopping between all your old legacy tools, their data gets pulled into the CRM to become part of the business hive mind.
Reports, forecasts, and analysis
The hot ticket with CRM is its reporting, forecasting, and analysis chops. The insight that’s possible to obtain ensures all your business decisions are data-driven and not based on guesswork or wishful thinking.
How to get started with CRM
Size is no obstacle for any company to reap the fantastic benefits from a CRM system. Small businesses are just as eligible as multinationals. The only caveat is that to be practical and affordable, small businesses should opt for a cloud-based CRM solution. This is recommended because it means not having to run servers, maintain them and have IT personnel. Instead, all the techie stuff is done by the provider.
Because they can operate at scale, cloud CRM providers are an affordable entry into the world of Customer Relationship Management. You will be surprised how inexpensive the per-user cost can be. And better still, you have various subscription tiers to select.
Small businesses have a lot of plates to spin simultaneously. The outcome is often that some of these plates stop spinning and smash to the ground. What CRM does is help you keep all the plates in motion all of the time. Contact us, the cloud CRM experts, today. We will be delighted to help you understand more about implementing CRM.