What is a Customer Relationship Management Software?

Customer Relationship Management (CRM) Software is a technology designed to assist organizations improve their client’s relationships and interactions. It helps to connect customers, understand their needs which leads to streamlined processes, increase in profits, and customer development.

CRM gathers customer interactions at a single location across all channels. The centralized data management helps organizations to improve customer experience, satisfaction, retention and service. A CRM is used for consolidating all data about the company into one central space. CRM serves as a portal to access required information like contact details, history of communication and history of customers. The possibility of duplicating data entry and inaccurate information lessens with the ability to update data in real-time.

Also, a CRM increases sales opportunities by automating numerous tedious undertakings. The sales team, therefore, can invest their energy to meeting potential and current clients. CRM likewise assists salespeople to build a sales process; create a step-by-step map on closing deals; and reducing the lengths of sales cycles.

Lastly, a CRM can be used to centralize customer’s data by having all information in one space. The customer’s needs are easily attended and sales teams can move quickly through their sales cycle. CRM assists organizations to foresee client’s needs. This translates to improved customer service experience. It also works by fetching data from social media, websites, email, voice calls, and different channels to assist you with getting more clients and retain the ones you have. They give you a single place to sort out your workflows and business processes, so you can collaborate, close more deals, and complete more.

Features and Characteristics of a CRM

Some of the features of a CRM software include Contact Management, which implies knowing more about your contacts such as customers, leads, partners, vendors and suppliers; Lead Management, which is having a complete visibility of your opportunities is your sales pipeline; Customer Service Management so as to deliver better services, retain and obtain new customers; Marketing Management that is to plan and execute targeted marketing campaigns successfully; Automation so as to save time and enhance productivity.

Characteristics of a CRM Software are Simple Integration which enables rapid and consistent data import from various software and third-party tools, disposing of manual data import and double data entry; Ease of Use which implies users will easily learn from it, great user training and support; Adaptability and Growth that is the system can fit your current needs and growth potential.

Benefits of a Customer Relationship Management Software

1. Sales Efficiency: enables you to streamline sales process and automate tasks.
2. Improved Customer Service: you will be able to capture a customer’s journey, from prospect to buyer. You get to understand their needs, preferences throughput the customer journey.
3. Employee Collaboration and Improved Communication: it allows different departments within an organization to share information and function as a collaborative team, improving communication and efficiency.
4. Support for Managers: assists managers stay informed, track overall productivity, make better business decisions and achieve faster results. This can be in a visual presentation through reports and dashboards. 

The CRM software can be used by Startups, Small and Medium sized Business, and Large enterprise sized businesses.

Developing a CRM software can help implement executable procedures for all departments in an organization. As a result of more productive tracking, reporting, and process visibility, it can assist in foreseeing increased sales and revenues growth. Increased visibility helps companies monitor end-to-end processes from start to finish of a project. Subsequently, organizations can track and report on completed sales as well as future ones. Salesforce keeps on providing the biggest share of such systems. Due to this, Salesforce has established itself as the leader in CRM systems and solutions.

Salesforce the Best CRM

Salesforce is the world’s leading CRM platform that offers a single-shared perspective of each customer to all departments in an organization. With Salesforce, you will improve your business relationships.

The reason Salesforce is ranked number one globally, and you should consider it, is because it provides a variety of assortment of CRM classifications and frameworks to address your issues. This includes Sales Cloud, Marketing Cloud, Service Cloud, Analytics Cloud, Data Cloud, Community Cloud, App Cloud, and IoT, supporting in excess of 150,000 clients.

By tracking all sales processes such as lead, opportunity, and customer, you will be able to spend constructive time selling to the right people, equipped with their personal marketing data and social insights and also increase your revenue.

Salesforce is a customer-oriented and a cost-effective platform. It is affordable with the pay-as-you-go model which makes the price of success significantly lower. It is a cloud-based customer relationship manager software which means that clients can utilize its functionality without introducing expensive in-house equipment or servers. This means that you will be fully operational.

You will be able to cover each client touch point and each phase of the client life-cycle using Salesforce. So, you can close deals, log calls, and do everything from any place you are. Simultaneously, sales-process tracking guarantees spontaneous client updates, so there are no curve balls when you are out and about.

Wezana Solutions offers Consulting, Implementation, and Training of Salesforce CRM. The team has over a decade of experience in technology solutions from the requirement phase of projects, to design implementation, training, and support. We have 12 Salesforce Certifications ranging from Nonprofit to Sales and Service Cloud core to commerce. The team has both local and international experience having worked in over 20 countries across Africa, Europe & the Americas. Contact us now.