{"id":343,"date":"2021-09-10T11:17:19","date_gmt":"2021-09-10T04:17:19","guid":{"rendered":"https:\/\/p263.parkwayhospitals.com.vn\/?p=343"},"modified":"2021-09-10T11:17:19","modified_gmt":"2021-09-10T04:17:19","slug":"what-does-crm-stand-for-7-reasons-why-you-need-crm-software","status":"publish","type":"post","link":"https:\/\/vv918.thegioicongnghe.org\/?p=343","title":{"rendered":"What does CRM stand for? 7 reasons why you need CRM software"},"content":{"rendered":"
\n

CRM consists of\u00a0strategies<\/strong>,\u00a0processes<\/strong>, and\u00a0software<\/strong>\u00a0that manage your company\u2019s interactions with customers and potential clients. This helps you sell more and build\u00a0customer loyalty\u00a0<\/strong>with a\u00a0longlasting lifecycle<\/strong>.<\/p>\n

But\u00a0what does CRM stand for? What are some examples of CRM software? And, why is CRM important?<\/p>\n

appvizer answers all of your questions. CRM 101 is over here:<\/p>\n<\/div>\n

\n

CRM: Definition<\/h2>\n<\/div>\n
\n

What is CRM?<\/h3>\n<\/div>\n
\n

CRM<\/strong>\u00a0stands for\u00a0Customer Relationship Management<\/strong>. It is a more precise and accurate way to talk about\u00a0customer-centric<\/strong>\u00a0relationship management<\/strong>\u00a0and interactions with contacts.<\/p>\n

Indeed, there can be different types of contacts:<\/p>\n

    \n
  • members,<\/li>\n
  • prospects,<\/li>\n
  • leads,<\/li>\n
  • customers or clients,<\/li>\n
  • users, collaborators,<\/li>\n
  • suppliers.<\/li>\n<\/ul>\n

    Here is a video that gives a simple definition of CRM:<\/strong><\/p>\n<\/div>\n

    The term CRM actually has another meaning. \u201cCRM\u201d also refers to CRM software, a tool designed for companies to manage their relationships with their clients.<\/div>\n
    <\/div>\n
    The 3 components of CRM<\/span><\/div>\n
    \n
      \n
    1. A CRM project:<\/strong>\u00a0this is the strategy for\u00a0customer interaction<\/strong>. The\u00a0CRM strategy<\/strong>\u00a0defines the tools and methods to manage interactions with them.<\/li>\n
    2. A CRM system:<\/strong>\u00a0this is the\u00a0CRM software<\/strong>. Its features let employees work efficiently by saving and analyzing data from each interaction.<\/li>\n
    3. A CRM process:<\/strong>\u00a0this is the methodology to be followed for each action. The features of a CRM tool ensure that procedures are being used to serve your strategy.<\/li>\n<\/ol>\n
      \n

      What does a CRM system do?<\/h2>\n<\/div>\n
      \n

      A CRM system puts\u00a0customer interaction<\/strong>\u00a0at the heart of relationships with your contacts.<\/p>\n<\/div>\n

      Here is what every user can do with a Cloud-based CRM software:<\/p>\n

      \n
        \n
      • centralize<\/strong>\u00a0and\u00a0share information in real-time<\/strong>,<\/li>\n
      • access an\u00a0online document base<\/strong>,<\/li>\n
      • manage contacts<\/strong>\u00a0and integrate them into a database,<\/li>\n
      • track interactions<\/strong>\u00a0with contacts through a history,<\/li>\n
      • identify the best\u00a0business opportunities<\/strong>,<\/li>\n
      • prospect<\/strong>\u00a0the right contacts with effective\u00a0follow-up<\/strong>,<\/li>\n
      • sell-by\u00a0customizing the commercial offer<\/strong>\u00a0and\u00a0build customer loyalty<\/strong>,<\/li>\n
      • improve the quality of\u00a0technical support<\/strong>\u00a0and\u00a0customer service<\/strong>,<\/li>\n
      • manage sales activity<\/strong>, analyze its performance with a\u00a0dashboard<\/strong>.<\/li>\n<\/ul>\n<\/div>\n
        \n

        5 benefits of using CRM software:<\/h2>\n<\/div>\n
        \n

        Why is a CRM important for an organization? Salesforce, editor of the CRM software\u00a0Salesforce Sales Cloud explains in a video why this type of tool is essential to companies:<\/p>\n<\/div>\n

        \n

        1. Learn more about your customers<\/h3>\n<\/div>\n
        \n

        Good\u00a0customer knowledge<\/strong>\u00a0will help you improve\u00a0customer experience<\/strong>\u00a0online, in-store, by phone, email, postal mail, or videoconferencing.<\/p>\n

        Companies\u00a0collect large sets of data<\/strong>\u00a0from every interaction with a contact. Therefore, they must keep a\u00a0history\u00a0<\/strong>of these customer interactions. A CRM tool can process and centralize this data.<\/p>\n<\/div>\n

        \n

        2. Improve prospecting and selling<\/h3>\n<\/div>\n
        \n

        Getting to know your customers better means that you have a higher chance of\u00a0sales opportunity\u00a0<\/strong>by\u00a0meeting their expectation<\/strong>\u00a0and offering them\u00a0customized offers<\/strong>\u00a0at the right time.<\/p>\n

        For example, you can\u00a0personalize marketing campaigns<\/strong>\u00a0by segmenting your database according to information collected.<\/p>\n<\/div>\n

        \n

        3. Increase customer satisfaction and loyalty<\/h3>\n<\/div>\n
        \n

        Listening to customers and users is also essential in this relationship: it is necessary to be able to\u00a0react quickly<\/strong>\u00a0to demand for all types of users.<\/p>\n

        Moreover,\u00a0acquiring a new customer<\/strong>\u00a0requires more effort than building the loyalty of an existing customer. It is also more expensive. A\u00a0CRM tool<\/strong>\u00a0connected to all channels meets this objective.<\/p>\n<\/div>\n

        \n

        4. Be more responsive and perform more efficiently<\/h3>\n<\/div>\n
        \n

        Different departments within a company must have the same information and documents to work efficiently.<\/p>\n

        By using the\u00a0collaborative tools<\/strong>\u00a0of\u00a0cloud-based CRM<\/strong>, employees such as salespeople become more productive and close more sales.<\/p>\n<\/div>\n

        \n

        5. Stay competitive<\/h3>\n<\/div>\n
        \n

        Today, we live in a\u00a0digitalized world<\/strong>\u00a0where people interact live on the Internet. Therefore, sales and customer support staff must have tools adapted to this technology. This will help a company create or maintain its\u00a0competitive advantage<\/strong>\u00a0in a specific market.<\/p>\n

        \n

        6 key features of a CRM software:<\/h2>\n<\/div>\n
        \n

        What are the features of a CRM tool? What is a CRM database? Here is a list of the key features of CRM Software and what each one can potentially bring to a company.<\/p>\n<\/div>\n

        \n

        1. Contact management<\/h3>\n<\/div>\n
        \n

        All contacts are centralized in the database of the CRM software. This is also known as the\u00a0CRM database<\/strong>. The different departments within a company have access to this information in the\u00a0contact sheets<\/strong>, either to update them in real-time or to search for information. Each record also lists the interactions with a customer for example.<\/p>\n

        This\u00a0contact management system<\/strong>\u00a0is essential for\u00a0managing relationships<\/strong>. For example, a sales representative can see whether a customer\u2019s order has been delivered or paid for.<\/p>\n

        Filling in a contact sheet correctly and keeping it up to date with the right information is crucial for all departments in the company: sales, marketing, logistics, invoicing, accounting, customer support. It also avoids having duplicates that can lead to mistakes which can be disastrous for customers.<\/p>\n

        Here is an example of what a contact management system looks like with\u00a0Netsuite CRM.<\/p>\n<\/div>\n

        \n

        2. Document management<\/h3>\n<\/div>\n
        \n

        A\u00a0cloud-based CRM solution<\/strong>\u00a0offers the possibility of\u00a0centralizing all documents<\/strong>\u00a0and making them available to employees 24\/7.<\/p>\n

        For example, a sales representative on a business trip out of the country can access an online quotation template that he can download and present to a prospect. If the customer signs the order, the sales representative will be able to upload it to the document base. With an\u00a0electronic signature<\/strong>, the customer can sign from anywhere.<\/p>\n

        The customer’s\u00a0order form<\/strong>\u00a0is sent to the Cloud. This action triggers the production or packaging of the item ordered for delivery, or the implementation of the service purchased.\u00a0Logistics\u00a0<\/strong>is immediately notified. The\u00a0invoicing department<\/strong>\u00a0issues the invoice and sends it to the customer.<\/p>\n

        The vast majority of CRM systems are compatible with\u00a0office automation suites<\/strong>\u00a0such as Microsoft Office 365 for example. This means that a CRM system offers an interface that is able to communicate with other software and facilitate the execution of your tasks by importing and exporting information from your database.<\/p>\n<\/div>\n

        \n

        3. Sales process management<\/h3>\n<\/div>\n
        \n

        A CRM system is a\u00a0must-have\u00a0<\/strong>for a company’s sales force. Salespeople need to\u00a0follow up on their prospecting<\/strong>\u00a0efficiently, manage each contact and inform each prospect of the steps they have taken: making appointments, opportunities, sales, etc.<\/p>\n

        The main advantage of CRM software for sales representatives is that it can be\u00a0configured according to the sales process<\/strong>. You can, therefore, configure a\u00a0pipeline<\/strong>, a\u00a0sales process<\/strong>, a way of\u00a0managing incoming leads<\/strong>, etc.<\/p>\n

        Software such as Salesforce Sales Cloud or\u00a0Zoho CRM\u00a0pushes the limits of a CRM tool. These solutions are capable of\u00a0automating sales processes<\/strong>: they detect the best business opportunities and suggest them to sales staff!<\/p>\n

        Other features are very popular and requested by sales representatives: a feature that gives access to a\u00a0product catalog<\/strong>\u00a0to advise the customer and the contact\u00a0geolocation feature<\/strong>. These last two functionalities should be accessible in the mobile version of the CRM application.<\/p>\n

        To illustrate the possibilities of the latest generation of CRM software, here is a picture of the type of questions the salesperson can ask the\u00a0Zoho CRM\u00a0<\/strong>artificial intelligence system and how it can answer:<\/p>\n<\/div>\n

        \n

        4. Targeted marketing campaigns<\/h3>\n<\/div>\n
        \n

        If your database is filled and\u00a0segmented\u00a0<\/strong>correctly, then the marketing department can send\u00a0personalized email or SMS campaigns<\/strong>\u00a0to influence\u00a0leads decision making<\/strong>. The goal is simple: to guide and advise them right up to the purchase decision!<\/p>\n<\/div>\n

        The main objective of CRM software is to align marketing objectives with sales objectives.<\/p><\/blockquote>\n

        \n

        Customer profiles\u00a0<\/strong>are identified accurately. The marketing department can thus send different messages depending on the interest of the contact. This\u00a0adapts\u00a0<\/strong>the quality of the content that is being sent according to the type of contact: a simple website visitor, a prospect at the beginning of his thinking process, a hot prospect that has identified a need.<\/p>\n

        CRM software are compatible with professional emailing (and SMS) software such as\u00a0Mailchimp, and marketing automation software such as\u00a0Sharpspring.<\/p>\n

        Here is an example of the\u00a0indicators\u00a0<\/strong>and\u00a0dashboard that\u00a0<\/strong>Sharpspring\u00a0provides\u00a0to monitor the performance of your campaigns.<\/p>\n<\/div>\n

        \n

        5. Performance analysis<\/span><\/p>\n<\/div>\n

        \n

        By entering your\u00a0KPIs\u00a0<\/strong>and\u00a0sales objectives<\/strong>\u00a0in your CRM software, you can set up a dashboard. The indicators help you\u00a0make the best decisions\u00a0<\/strong>for your business.<\/p>\n

        This dashboard has an analytical function: you control the sales activity by having the key figures available in real-time. Based on performance, you adjust your sales action plan to\u00a0achieve your sales objectives<\/strong>.<\/p>\n

        You can also make sales forecasts based on past activity, and detect periods that are ideal for prospecting or selling to your customers. Some data helps you identify the best customers,\u00a0sales cycle<\/strong>\u00a0or calculate the cost of acquiring a new customer, for example.<\/p>\n<\/div>\n

        \n

        6. Technical support and customer service features<\/h3>\n<\/div>\n
        \n

        This feature is essential to the company: your customer service operates a tool directly integrated with the CRM and the database. It is in this base that each interaction with a contact, a user, a customer, is stored.<\/p>\n

        A technical support and\/or customer service module lets your team with\u00a0better customer interaction<\/strong>\u00a0via any communication channel: telephone, email, chat, social networks, etc.<\/p>\n

        This type of module provides a\u00a0ticketing tool<\/strong>\u00a0that allows you to assign the customer request according to its type and priority to the appropriate person: a technical expert, after-sales service, logistics, etc.<\/p>\n

        A customer support module makes the\u00a0team collaborative and inclined<\/strong>\u00a0to satisfy the customer. The team can provide the ideal solution within a short period of time.<\/p>\n

        To improve collaboration and reactivity of customer service, some CRM software offer the possibility to provide customers with a knowledge base and an F.A.Q.<\/p>\n<\/div>\n<\/div>\n<\/div>\n","protected":false},"excerpt":{"rendered":"

        CRM consists of\u00a0strategies,\u00a0processes, and\u00a0software\u00a0that manage your company\u2019s interactions with customers and potential clients. This helps you sell more and build\u00a0customer loyalty\u00a0with a\u00a0longlasting lifecycle. But\u00a0what does CRM stand for? What are some examples of CRM software? And, why is CRM important?… <\/p>\n","protected":false},"author":1,"featured_media":344,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[3],"tags":[],"class_list":["post-343","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-crm"],"_links":{"self":[{"href":"https:\/\/vv918.thegioicongnghe.org\/index.php?rest_route=\/wp\/v2\/posts\/343","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/vv918.thegioicongnghe.org\/index.php?rest_route=\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/vv918.thegioicongnghe.org\/index.php?rest_route=\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/vv918.thegioicongnghe.org\/index.php?rest_route=\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/vv918.thegioicongnghe.org\/index.php?rest_route=%2Fwp%2Fv2%2Fcomments&post=343"}],"version-history":[{"count":0,"href":"https:\/\/vv918.thegioicongnghe.org\/index.php?rest_route=\/wp\/v2\/posts\/343\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/vv918.thegioicongnghe.org\/index.php?rest_route=\/wp\/v2\/media\/344"}],"wp:attachment":[{"href":"https:\/\/vv918.thegioicongnghe.org\/index.php?rest_route=%2Fwp%2Fv2%2Fmedia&parent=343"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/vv918.thegioicongnghe.org\/index.php?rest_route=%2Fwp%2Fv2%2Fcategories&post=343"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/vv918.thegioicongnghe.org\/index.php?rest_route=%2Fwp%2Fv2%2Ftags&post=343"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}