Consider this for a moment: the CRM market is expected to grow to $43.5 billion worldwide in 2024. What does this tell us? It says that a growing number of businesses are placing their faith in Customer Relationship Management software to grow their company. Today, there is little doubt that CRM is a powerful tool to bring about business growth. And make your company work more efficiently, smarter, and more productively. If there’s ever been a case for following the money, it’s CRM.
What you will learn in this article
- Why CRM systems are important
- Why a CRM solution is beneficial
- 7 great reasons you should use CRM
- Your next step
- Final thoughts on CRM and small business
Why CRMs are important
A CRM system is a centralized platform for you and your staff to conduct your daily business and strengthen relationships with customers. Among the things you can do are:
- Eliminate friction in your business processes
- Improve cross-team collaboration
- Manage your contacts and interactions with customers
- Gain access to real-time information
- Automate routine processes to free up time for other tasks
- And more besides
Why CRM is beneficial
Every company, big or small, is placing increasing emphasis on customer experience. CRM can enhance all aspects of your business, processes, and communications. CRM helps you to organize all your business data in a comprehensive and accessible manner. At every point in the buyer’s journey, the CRM system collects, compiles, and manages customer-related data. This allows you to:
- Track every interaction with every customer
- Streamline your business processes
- Improve customer communications
- Improve data management
- Provide class-leading customer experience
7 great reason small businesses should use CRM
Here are the 7 top ways CRM can grow your business.
Business growth is centered around the customer
When a business enters a rapid growth phase, you will often find valuable leads fall through your fingers. This is inevitable as the outcome of rapid growth is friction.
However, an all-in-one cloud-based CRM platform can help eliminate this friction. It is built to be customer-centric. All you do is automatically focused on the customer. The outcome is greatly enhanced customer experience, which nurtures loyalty and repeat business. CRM lets you build your entire business around the customer, not business processes. The CRM maximizes the alignment of all your work across marketing, sales, and customer service. This holistic approach means everything you do revolves around the customer.
Next-level collaboration is possible
With marketing, sales, and customer support working as one machine, collaboration between teams is vastly improved. Their alignment enables you to streamline and optimize the buyer’s journey. All of this adds up to your teams sharing business-critical information as one cohesive unit. The result is happy customers who enjoy the seamless, end-to-end customer experience that breeds customer loyalty.
Data sharing is easy
With a cloud-based CRM, you can be sure everyone in your organization is on the same page with real-time data. This is because everything is tracked and logged automatically, including contact details. That way, you have a complete history of every single interaction with a customer. This makes CRM your single point of truth for customer data, enabling you and your team to fashion personalized customer offers with ease.
Automation to free up time
You can automate vital but time-consuming tasks to free up staff time for other work. As well as interaction data entry and contact records, you can also use CRM automation for the following:
- Follow-up messaging
- Lead task assignment
- Lead nurturing campaigns
- Tracking campaign analytics
Workflows complete and manage sales, marketing, and a host of service processes to save you time. You set criteria and then automatically enroll records and take specific actions. CRM systems vary depending on the package, but you will typically be able to create workflows for:
- Vendors and suppliers
- And raising customer support tickets
Customer interactions can be simplified
Today, customer communications are multichannel, spanning social media, live chat on your website, email, and video conferencing. CRMs have evolved to meet these challenges for customer-facing teams by integrating with all the platforms you and your customers now use to do business. Among these features are:
- Call tracking to log phone conversations and automatically update customer records.
- Live chat and chatbots to field routine queries and FAQs
- Automated email marketing, email tracking, and scheduling of follow-up messages
- Social media tools to monitor your brand online and allow swift responses to brand mentions, comments, and questions from within the CRM dashboard
- Video integration to send personalized marketing and sales videos and then track the response
Customize dashboards and reports
A great feature of CRM is that it does not adhere to the one-size-fits-all philosophy. You can build custom dashboards and reports that suit you and your business. You can use both to make your CRM a bespoke solution that makes reporting and analysis tailor-made to your needs. That way, you have all your vital business life signs to hand whenever you need them.
CRM is particularly adept at revealing problems in processes and pipelines. And, just as importantly, identifying areas of growth and opportunity to enhance customer experience.
In conclusion: Your next step
Today, most business people have concluded that CRM is the way to grow their business sustainably. This is because CRM is not just an organizational/productivity tool. It also centers your entire business around the customer. By doing so, you are ensuring superior levels of customer satisfaction.
Small businesses, naturally perhaps, can be wary of taking bold steps. However, implementing CRM does not fall into this category. Today, CRM as a business growth tool is a given, even for small businesses.
There’s no need for fence-sitting when you can quickly secure a free trial of any CRM system. To narrow down the choice, though, small businesses should opt for cloud-based CRM as these are affordable and can be scaled up as your business growth kicks in. Sign up for our free trial and take the first step to business growth today!