You probably have heard the term “customer relationship management” before—but do you know how to optimize the process with tools ?
If not, don’t fret; you’re not the only one. 22% of salespeople have never heard of a crm tools for customer service tool. On top of that, 40% still use manual methods, such as spreadsheets and email programs, for customer data storage. Considering that CRM applications can help increase sales by up to 29%, it’s important to understand how to use this technology to nurture buyers down your sales funnel and continue the relationship once the deal has been closed.
Check out our guide on customer relationship management to learn what CRM is, why it’s important, how to select the best CRM software, and how to make the most of your CRM software.
What is Customer Relationship Management (CRM) ?
At its core, “customer relationship management” is a strategy for managing potential and current customer relationships through collecting and analyzing data. You can select and implement different customer relationship management CRM process to detail how you’re going to approach your relationships with customers.
Typically, however, “CRM” refers to customer relationship management as a software (which is what we do in this article), not as a strategy. CRM tools are designed to help you efficiently manage customer data to improve relationships. Think of it as a type of intelligent database that’s built around relationships. As you insert customer info into your CRM (e.g., phone calls, emails, contact details), it not only organizes the data but also turns the data into insights.
Why is Customer Relationship Management important ?
By reducing inefficiencies, improving customer conversations, and offering personalization opportunities, a CRM tool helps businesses build strong relationships with current and potential customers.
CRM software reduces inefficiencies. Automate manual tasks, so teams are more productive and can spend more time interacting with customers.
CRM software improves customer conversations. Streamline communication across departments, so brand messaging is consistent, and no conversation falls through the cracks.
CRM software offers personalization. Offer more personalized experiences to your customers based on data insights, such as purchasing behavior.
Using these CRM features, businesses see greater customer retention and high-quality referrals.
For example, according to a zapier module integration user survey, 47% of respondents cited their CRM as a major factor in customer retention. That same percentage also cited their CRM as helping to increase customer satisfaction. When potential and current customers are happy, they’re likely to not only buy your product but also refer others to your business.
Customer relationship management is not a sprint — it’s a marathon. It takes time to develop strong customer relationships and requires a focus on improving the customer experience. However, combined with the right strategies and software, you can both efficiently and effectively manage customer relationships.
Of course, we’d like you to consider choosing Zendesk Sell as your sales CRM software.