CRM is one of those subjects that a lot of business people become instantly annoyed with when it comes up. Why is that, exactly? CRM, or customer relationship management, is one of the most important aspects of any business, and any time CRM goes wrong, it’s the undoing of a business in the long run.
To put it simply, CRM software has got a bit of a bad rap largely due to a now bygone era in which proprietary systems were all noncompliant to any sort of standard, and all had various issues that made them practically unbearable to work with.
Like several other subsets of business software, sales CRM applications adhered to traditions that predated the larger computerization of modern living, dating back to a time when computers were more complicated, industrial and specialized. At this time, as much of a dichotomy as it may be, difficulty and complexity of software was considered a non-issue. If someone was going to be working at a computer, they were going to be contending with complexities that came with it no matter what.
Fortunately, this isn’t the case anymore, with a great many CRM software solutions being rather robust, intelligent and pleasant to work with. Gone are the days when proprietary systems reliant on nonstandard databases and weird APIs were the norm.
Why do I need Sales CRM software?
A lot of smaller businesses will be quick to state that they don’t really need advanced CRM software, when their sales CRM can be handled by intelligent people with basic office tools. After all, you have accounting software, spreadsheets, basic databases and email, what else do you need?
Sure, you can go that route, but you’re in for a world of hurt in the long run if you do! Modern CRM software isn’t just about tracking bills, customer contacts and so forth. Yes, that’s the crux of it, but it’s what it can do with these metrics and analytics that makes it so powerful.
Concepts such as customer journey, tracking turn in seeing overall statistics on what causes a loss of customers, what common issues customer seem to have, etc. can give you unparalleled and powerful insight.
Not to mention, there’s a lot to be said for the type of dynamic automation they can be brought on.
Automation brings a better customer relations experience!
Have you ever been on the phone, as a customer, and had to wait while an associate looked up your information? Bless their hearts, they do their best, but sometimes it just takes a while, and can be a bit of an ordeal. This is what automation with solid sales CRM applications can do.
As soon as a customer calls, the CRM software can look up their number and bring up all manner of information on them. It can bring up their history, their account information and any logistical conclusions that low-level AI has produced through analyzing customer patterns. This can aid in up selling, account management and problem solving all three.
A smoother, more inclusive and dynamic customer relations experience makes everyone happy. At the end of the day, no matter how fantastic your product or service may be, if customers have an issue, and getting the issue solved is a bigger issue itself, it will be the demise of your business in the long run. You can’t take this lightly, so be sure to get a demo of any CRM software before you make a commitment to use it, and make sure that you’ve got the right one for your business.
You have literally thousands of choices, it’s a big market, and you’re going to be shocked at how much better this software is then the antiquated framework you may be running now!