Do you know the benefits of CRM? The customer relationship management approach encompasses a series of practices, actions and processes aimed at attracting and retaining customers.
This strategy is fundamental for companies to optimize their customer relationships, increase sales and obtain more satisfactory results. Moreover, when carried out through a specialized technology platform, it offers a number of advantages.
Read this article to learn about the elements that are part of a CRM system, the main advantages of this strategy and the market data that will convince you to pay attention to this topic.
What does a CRM offer?
Before knowing the main advantages of CRM, it is important to understand the concept a little better.
In general terms, Customer Relationship Management is a management discipline that focuses on the consumer and on delivering the best possible user experience.
The company makes use of a number of strategies and tools - including CRM software - to understand the customer's pains, wants and needs in order to provide personalized service and solutions.
CRM software will allow the company to apply these strategies, but in an automated way and with better results.
This is because the platform captures important and detailed information about potential customers, showing the entire journey with the brand (interactions, purchases, complaints, etc.) and overall buying behavior.
Data is captured and shared in real time, allowing marketers to offer products and services at the right time, when there are more sales opportunities. Some of the information captured includes:
It is still common to confuse CRM strategy with software. They are not the same. Strategy refers to all customer-centric actions and decisions.
On the other hand, CRM software helps operationalize actions such as collecting and storing customer data and automating various repetitive activities.
Therefore, the software is one of the necessary tools to implement the strategy and take advantage of all the benefits of CRM, starting from data capture, as mentioned in the previous topic.
Main benefits of CRM for your company
Now that you know what this strategy is and what it is for, we will show you the main advantages of CRM for your business.
1) Better relationship with your customers
One of the main benefits of CRM is precisely the optimization of the relationship with the customer. It is possible to identify their main needs and pains and, thus, offer personalized solutions that really make sense at the time.
In this way, the customer is more satisfied and tends to become loyal to the brand and the solutions offered by your company.
2. More control over sales
With CRM it is possible to track the entire history of customer relationships and customer behavior.
You can evaluate the average ticket, the frequency of purchases and the triggers that lead to purchases and thus improve your sales approach.
3. Close follow-up of proposals
The platform ensures that proposals are made to qualified customers, making it possible to closely follow the status of the offer and the next step in the negotiation, maximizing the sales potential.
4. Follow-up optimization
Follow-up is essential so that the customer does not forget the proposal. However, in routine work routines, it is increasingly difficult to actively follow up with customers.
CRM software performs the follow-up in an automated way, with reminders that make it easier for the customer to understand and close the deal.
5. Centralized information
The tool concentrates all customer information in one place. Salespeople, marketers, managers and other teams can access this data and ensure the best approach to the customer.
In addition, communication between areas is optimized and it is possible to improve decision-making processes and strategic planning, since the information is easy to access and distribute.
6. Active customers spend more per purchase
Precisely by offering customized solutions that fit the customer's needs, the average ticket increases. Active customers buy more often and spend more on each purchase.
7. Identifying the best opportunities
CRM is able to segment customers and prospects from the data collected. This makes it possible to identify the best business opportunities by understanding where the customer is in the buying journey.
Thus, it is possible to think which consumers make sense for the business, which should be the sales channel and which are, in fact, the ones that increase results.
8. Better time management
CRM makes the customer more satisfied, which optimizes the time spent with the brand. Thus, teams become more productive. In addition, information is organized, which improves the sales and retention process.
9. Focus on the customer
On a day-to-day basis, a number of bureaucratic processes can take up all of management's time. CRM automates repetitive tasks, captures and analyzes a range of important information and ensures that the organization is driven by the best customer experience.
10. Track results
The entire organization can track results more easily because CRM handles relationship management and sales.
Every customer has an interaction history, and it is possible to track cancellations, new solution purchases, promotions, complaints and more.
11. More integrated team
The team works in an integrated way, sharing information, objectives and strategies, which is great for the company's overall performance.
For example: development creates a new solution based on the demands perceived by the after-sales team. Marketing creates customized campaigns and salespeople address customers with the same language.
12. Possibility of strategic integrations: WhatsApp, chatbot, email and others.
CRM can also be integrated with various customer service systems, such as WhatsApp and chatbots. In addition to improving the points of contact, you gain another channel to prospect and analyze information, improving the end-to-end relationship.
Important CRM data
And if you are still not convinced of the benefits of CRM, here are some facts that demonstrate the importance of the tool:
This strategy is fundamental for companies to optimize their customer relationships, increase sales and obtain more satisfactory results. Moreover, when carried out through a specialized technology platform, it offers a number of advantages.
Read this article to learn about the elements that are part of a CRM system, the main advantages of this strategy and the market data that will convince you to pay attention to this topic.
What does a CRM offer?
Before knowing the main advantages of CRM, it is important to understand the concept a little better.
In general terms, Customer Relationship Management is a management discipline that focuses on the consumer and on delivering the best possible user experience.
The company makes use of a number of strategies and tools - including CRM software - to understand the customer's pains, wants and needs in order to provide personalized service and solutions.
CRM software will allow the company to apply these strategies, but in an automated way and with better results.
This is because the platform captures important and detailed information about potential customers, showing the entire journey with the brand (interactions, purchases, complaints, etc.) and overall buying behavior.
Data is captured and shared in real time, allowing marketers to offer products and services at the right time, when there are more sales opportunities. Some of the information captured includes:
- Website visit history.
- Contacts across channels
- Internet browsing activities
- Online path taken to reach a particular product
- Email history
It is still common to confuse CRM strategy with software. They are not the same. Strategy refers to all customer-centric actions and decisions.
On the other hand, CRM software helps operationalize actions such as collecting and storing customer data and automating various repetitive activities.
Therefore, the software is one of the necessary tools to implement the strategy and take advantage of all the benefits of CRM, starting from data capture, as mentioned in the previous topic.
Main benefits of CRM for your company
Now that you know what this strategy is and what it is for, we will show you the main advantages of CRM for your business.
1) Better relationship with your customers
One of the main benefits of CRM is precisely the optimization of the relationship with the customer. It is possible to identify their main needs and pains and, thus, offer personalized solutions that really make sense at the time.
In this way, the customer is more satisfied and tends to become loyal to the brand and the solutions offered by your company.
2. More control over sales
With CRM it is possible to track the entire history of customer relationships and customer behavior.
You can evaluate the average ticket, the frequency of purchases and the triggers that lead to purchases and thus improve your sales approach.
3. Close follow-up of proposals
The platform ensures that proposals are made to qualified customers, making it possible to closely follow the status of the offer and the next step in the negotiation, maximizing the sales potential.
4. Follow-up optimization
Follow-up is essential so that the customer does not forget the proposal. However, in routine work routines, it is increasingly difficult to actively follow up with customers.
CRM software performs the follow-up in an automated way, with reminders that make it easier for the customer to understand and close the deal.
5. Centralized information
The tool concentrates all customer information in one place. Salespeople, marketers, managers and other teams can access this data and ensure the best approach to the customer.
In addition, communication between areas is optimized and it is possible to improve decision-making processes and strategic planning, since the information is easy to access and distribute.
6. Active customers spend more per purchase
Precisely by offering customized solutions that fit the customer's needs, the average ticket increases. Active customers buy more often and spend more on each purchase.
7. Identifying the best opportunities
CRM is able to segment customers and prospects from the data collected. This makes it possible to identify the best business opportunities by understanding where the customer is in the buying journey.
Thus, it is possible to think which consumers make sense for the business, which should be the sales channel and which are, in fact, the ones that increase results.
8. Better time management
CRM makes the customer more satisfied, which optimizes the time spent with the brand. Thus, teams become more productive. In addition, information is organized, which improves the sales and retention process.
9. Focus on the customer
On a day-to-day basis, a number of bureaucratic processes can take up all of management's time. CRM automates repetitive tasks, captures and analyzes a range of important information and ensures that the organization is driven by the best customer experience.
10. Track results
The entire organization can track results more easily because CRM handles relationship management and sales.
Every customer has an interaction history, and it is possible to track cancellations, new solution purchases, promotions, complaints and more.
11. More integrated team
The team works in an integrated way, sharing information, objectives and strategies, which is great for the company's overall performance.
For example: development creates a new solution based on the demands perceived by the after-sales team. Marketing creates customized campaigns and salespeople address customers with the same language.
12. Possibility of strategic integrations: WhatsApp, chatbot, email and others.
CRM can also be integrated with various customer service systems, such as WhatsApp and chatbots. In addition to improving the points of contact, you gain another channel to prospect and analyze information, improving the end-to-end relationship.
Important CRM data
And if you are still not convinced of the benefits of CRM, here are some facts that demonstrate the importance of the tool:
- CRM can increase productivity by up to 15%.
- The tool helps to increase sales, according to the perception of 75% of business managers.
- 8 out of 10 customers are willing to pay more for solutions that offer a better customer service experience.
- Companies using CRM increase cash flow, on average, by 10 percent.
- 90% of companies with more than 10 employees use CRM.
With an all-in-one platform, your company can have a CRM natively integrated with other solutions, such as Billing, E-commerce, Analytics and Service Desk. In this way, it is possible to guarantee benefits such as:
- Behavioral information cross-referenced with payment data, to improve financial management.
- E-commerce optimized on the basis of the expected customer experience, including the possibility for customers to re-access abandoned shopping carts.
- Complete analysis of customer information and customer requests to the brand.