Why Businesses Need CRM to maintain better Customer Relations?
Understanding what is a CRM tool and why Brands need to leverage it
Every business today is trying to draw deeper insights from the abundance of the customer data collected from various touchpoints. But managing this data can be a nightmare if not for proper tools. Enter CRM software. CRM is an acronym for the customer relationship management program. It is generally used to engage and build better customer relationships. CRM software helps businesses by offering them simplicity, security, and scaling of customer interactions. Apart from that, it helps in automating marketing, sales, and customer support, access business information, and managing partner, vendor, and employee relationships.
Earlier humans used to rely on handwritten notes till the 1950s when Rolodexes took place as desktop staples. Then with the digital technology revolution, the process was handled by database software on computers to now when CRM softwares dominate the market. While CRMs can be hosted in the cloud or on-premises, one cannot define them without SaaS and other cloud platforms. This is because cloud-based CRM softwares present the advantage of scaling the business as per demand. This enables brands to reap the benefits of the CRM system irrespective of their organization size. These softwares also help unify sales, marketing, and customer service operations in a synchronized manner. Typically they provide business capabilities like Sales Acceleration and Enablement, Customer Data Management, Marketing Automation, and many more. However, it is important to note that no two CRM software is the same, and each offers unique features.
The benefits of using CRM softwares are multifold. It provides a better and improved client relationship. It supports improved cross-functionality and thereby increases team collaboration. Also, it boosts customer satisfaction and hence leads to retention. Besides that, it helps to minimize cost and manual efforts-freeing up employees to concentrate on customer interactions while also shorten the sales cycle. By augmenting visibility into sales, marketing, and customer service processes, CRM softwares, optimize customer communications and help brands understand and address the needs of customers.
Some of the good CRM softwares in the market at present are:
Founder: Brian Halligan, Dharmesh Shah.
Head Quarters: Cambridge, Massachusetts.
Initial Release: June 2006.
It has created a great impact on its Clients with its powerful mechanism and capabilities as it offers an easy entry into the world of CRM solutions. The free version of HubSpot gives enough functionality to improve processes and organization at zero cost. It offers users a wealth of training resources in its online library, including learning guides, invoice template generators, email signature generators, and marketing plan template generators. It offers several integration options with popular apps like SalesForce, Shopify , and Microsoft Dynamics.
Founder: Sridhar Vembu and Tony Thomas.
Head Quarters: Austin
Initial Release: 1996
It has worked with big brands like Bose, Netflix, Amazon, Ducati, and Suzuki, who use Zoho CRM for customer relationship management. Its’ CRM module feels modern, clean, and immediately intuitive. Plus, it offers a bevy of click-to-install extensions through the Zoho Marketplace, and the easy adoption process makes it possible for businesses to build out a custom CRM solution without a developer. One can also use Zoho Mobile Edition to access sales records and customer data on Android and iOS devices, and stay updated on the go. Zoho has a free plan for up to 3 users, but the excellent features are in the paid plans. Those start at US$12/month per user (billed annually).
Founder: Marc Benioff, Parker Harris.
Type: Open Source/Public.
Head Quarters: The Landmark, San Francisco, California, US.
Initial Release: 1999
It is an all-in-one, cloud-based solution that has everything one needs in CRM software. It helps to understand customer requirements; it indicates new ways to help, solves issues faster, and provides a quick and clean deployment. With just a single view, one can do the selling, serving, and marketing like anything. SalesForce offers a basic edition called Lightning Essentials, for the smaller business. This package provides the user with an advanced contact manager that includes email integration and follow-up reminders. Its iOS and Android version allow real-time information from dashboards. The pricing plans start at US$25/month
Founder: Jeroen Corthout, Lieven Janssen
Headquarters: Antwerp, Flemish region.
Founded in: 2014
It is CRM software for startups and built for B2B companies. It can collect data from social media, company databases, phone, etc. It provides visual pipelines and powerful insights. It is an intuitive and easy-to-use software that gives users full control of the sales. It can be used on desktop, mobile, or from the sidebar in the email inbox. It can be integrated with more than 400 other productivity tools like Trello and Mailchimp.