How medium to small scale businesses can effectively scale using CRMs.

Why does a business need CRM (Customer Relationship Management)? What benefits can a business realize through CRM tools?

CRMs......their needs and benefits

ABC business launched their consulting services back in 2018. Due to their excellent customer service and technical expertise, they experienced a rapid growth from serving 5 customers in 2018 to 20 customers by 2021. Now it became harder for them to visualize new Leads, Opportunities and list of Contacts. The data handling which was earlier done using basic MS Office tools were no longer helpful for data analysis to eliminate deficiencies and to identify "Kaizens". Inter-departmental communication efficiency was low and bottlenecks were present in processes due to manual task management.

Enter CRM tool:

CRM (one of them being Salesforce Services) platform provided ABC business to integrate all of their processes one one platform. This gave them proper visualization of how the company was utilizing its existing resources to first, cater to the existing clientele and second, how efficient it was in identifying new leads and converting them into opportunities won. Where the opportunities were being lost, the management could reports to check customer engagements and also had access to comments from the agents to understand where the things went wrong so that amendments can be made in business Procedures and Policies accordingly to bag more clients.

Some facts and figures:

1. According to Harvard Business Review, a 5% reduction in your customer defection rate can increase your sales or profits anywhere from 25% to 85%. "So, why to compromise customer experience by having your data not consolidated through CRM?"

2. Check out what Salesforce has to say about how CRM can help your business.

Types of CRMs.

Currently the widely used CRMs are as follows:

1. Salesforce

2. Microsoft Dynamics

3. Hubspot

4. Zoho

5. Pipedrive

6. SugarCRM

7. Oracle NetSuite

Each CRM has its own pros and cons. To decide which CRM application suits your purpose, please contact us. We will understand your Business processes to provide the best available solution for your growing business needs.

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