Have you ever asked yourself any of the following questions:
- Are these sales reports accurate? How long did they take to produce?
- How easily could we handle a new rush of customers?
- What was the return on investment for last month’s marketing campaign?
- Did we contact the customer about this sales opportunity?
- How can we make our processes less time consuming?
- How many customers have we lost/retained?
- How can we improve our customer service?
- We resolved this problem for another customer. What was the solution?
If one or more of the above issues are keeping your business from growing effectively, it’s time to take the next step and start looking for a CRM solution (Customer Relationship Management system). The ideal system will help you find more customers, win more deals, keep customers happier, and connect your entire company — priming your company for strong sales growth. With proper implementation of a good CRM system, you can solve all the questions posed above and many more.
Good CRM systems like Dynamics 365, can also integrate with your legacy systems to link up with your existing data. A company with a structured, organised CRM in place will be in a much better position to grow their business while keeping admin overheads low. They will be able to quickly produce reports to help identify and develop the most profitable areas of their business, while managing customers consistently and effectively.
Small and Medium Businesses (SMBs) that are considering CRM systems are typically split into two groups.
- Small companies that use Excel spreadsheet for data management and reporting.
These companies are generally looking to implement a CRM system that provides them with one view of the customer. All phone calls, emails, purchases, services, calls etc will be logged and visible against that customer.
Email integration with the CRM system is often a key requirement. Companies need to be able to register the content of any email sent to the customer against the customer record so that it is available to all who look at the customer record.
- Medium sized companies that have an existing customer database whose structure is outdated and holding them back from pushing forward with sales growth. Databases are silos and do not integrate with accounting or marketing systems. Customer data comes from many places (including social media!) and is incomplete. Reporting takes too long. Workflow across teams is not always successful.
Such customers want to move to a system that is more easily customisable, that gives a full picture of the customer and other relevant data, that can integrate with other business software and that can provide workflows that encourage teams to collaborate.