CRM Customer Relationship Management Systems

Customer Relationship Management (CRM)

CRM Systems enable companies to profitable provide customers with high quality targeted sales, marketing and service solutions. Companies who successfully use a CRM system to help manage the introduction, interaction and retention of their customers are proving successful at not only making the best of every available opportunity but are providing high levels of customer satisfaction and retention of customers. It has been proven that retaining existing customers generates a higher return on investment (ROI) than simply just acquiring new customers. CRM Systems are designed to help you with both.

Making full use of a CRM’s functionality enables companies to have a strong competitive advantage in today’s marketplace.

Most CRM systems contain or, have the ability to, link to Business Intelligence and communication software so that core functionality can do the following:

An efficient customer contact management system helps create an effective sales process. Having a service to log every phone call, email, face-to-face and social media contact enables sales personnel to use this wide range of data to track customers and potential customers so as to be on top of every lead and opportunity available to them.

Retaining customers is vital to every company’s success. CRM systems are designed to manage every aspect of creating an efficient and yet personalised service to add value to the multiple facets of customer relations. Data is easily analysed and the resulting reports help managers create actionable plans for increasing business and servicing client needs to a very high standard. Reports in dashboard format are available so employees can see at a glance all aspects of the customer relationship they are involved in, sales, product support, distribution and service. Company personnel can get data feeds from all of the system so they can see where the value can be added in the whole customer servicing process. It also highlights areas that have issues and need to be worked on in order to decrease customer complaints and loss.

The customer service support and knowledge database functionality of the CRM system enables a company to keep a client’s history easily accessible to personnel who need to have a clear picture of previous issues and requirements of the client. Cloud-based CRM systems enable service engineers and customer service personnel, as well as sales personnel, to have this information at their fingertips even when out at the client’s site. A history of the client’s issues enables any similar repeat issue to be resolved more quickly and a flag on the dashboard report raised to investigate further to help predict any future issues in this area which could turn into an opportunity for further sales or increased customer satisfaction with your company being ahead of the issue.

Customers want a consistent service experience in all their interactions with a company. Having a system that gives the ability to customise this service for each customer enhances customer satisfaction as they perceive the quality of the service received is of a high standard. CRM systems themselves are becoming more customisable to suit each industry’s needs.

Marketing functionality in CRM systems include integration options with social media and the ability to analyse customer social behaviour so as to conduct targeted email marketing or social media interactions. This also enables satisfied customers to communicate with the companies they deal with and by their recommendations on social media could influence other customers to engage with the organisation. The latest developments in CRM systems are designed with the intention of increasing the analysis of customer data (gathered from multiple sources). Artificial Intelligence (AI) and predictive analysis are forecast to be the next inclusions in CRM systems.

CRM systems have become cheaper and more convenient for companies to use. Cloud-based solutions (SaaS) hosted by the organisations who developed the system (e.g. Salesforce CRM, Oracle CRM, SAP CRM and Microsoft Dynamics 365 to name a few) enables companies to service customer requirements in an efficient and cost-effective manner.  Companies pay annual subscriptions or licenses per employee for use of the core CRM system and can then add additional modules as their business requires it, thus, avoiding the cost of IT support and hardware costs for keeping their own system on local servers.

There are a lot of options available for different CRM systems. Companies need to analyse their individual customer service needs and select a system based on these and how easily this system will integrate with their existing infrastructure. E.g. MS Dynamics 365 integrates fully with MS Office and Outlook products.

We can help you – please contact one of our staff to help advise you on selecting the right Customer Relationship Management system.

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We will be delighted to help.

021-4642096 

Business Hours: Monday – Friday 09:00 to 17:30