Why use a CRM software?

In its simplest form, CRM software allows you to store customer details and interactions, such as communication, offers, etc., in one central place, offering a complete overview of your customers at a glance. This can help you better plan your next steps and immediately correct any complaints or shortcomings.

This information can also be leveraged in tandem by marketing and sales departments to create smarter and more personalized advertising campaigns, track customer activity, and complete orders, all with the help of the software’s advanced tools.

CRM can track and predict customer behaviour at its most comprehensive level to deliver data-driven solutions to increase profits and improve user experience.

Research has shown that 93% of customers are likely to make repeat purchases from companies that have provided excellent customer service. When combined with the fact that finding new customers can be 5-25 times more expensive than retaining existing ones, the need to use a comprehensive CRM service becomes clearer.

What features should quality CRM software have?

There is a wide range of functions available. Some are necessary for a specific type of business, and others are less. The most popular among ERP software users are the following:

Workflow automation

This is one of CRMs’ most essential time-saving functions. Automation can send immediate customer responses or additional messages to those who have yet to respond within a predetermined time frame. If you manage projects, CRM software can also send your employees progress reports and task completion notifications.

Customer support service

More advanced features may provide views such as historical timelines, interaction scenarios, and personalized mail using the customer’s name.

Behavioural analysis

This will show you the overall behaviours of your customers (e.g., at what point the customer is most likely to leave), which can help you fill gaps in your sales network and make targeted sales optimizations based on key demographics. It can also be used to predict ROI (return on investment).