Why use a CRM system?
A Customer Relationship Management (CRM) system allows businesses to manage customer data, improve communication and process flow across different functions, integrate data exchange between diverse business systems, and gain an insight into their performance.
CRM systems are typically used to help businesses with sales and marketing automation, along with the delivery of quality customer service and support.
Benefits of a CRM system
Typical functionality of a CRM system includes
Choosing the right CRM system
With the plethora of CRM systems on the market, it can be a real challenge for businesses to identify and select the right system. Some systems may offer strong functionality on managing pipelines, inventory, order processing, and sales reporting. Some may offer in-built features for creating and managing large-scale marketing campaigns. Functionality aside however, what is critical when selecting a CRM system is a clear understanding and identification of your business specific needs coupled with a meticulous investment plan.
A good approach is to map out your business processes together with your customer journey, highlighting key touchpoints. Think about what tools your team is currently using, what processes they follow, and how they will want to use the new CRM system. Consider the most common tasks and identify ways of removing manual steps and eliminating bottlenecks. Take into account all of your existing systems and where data need to flow, be transferred, and processed. And do not omit to specify your ideal reporting criteria for performance reporting and business intelligence.
How to get started
At Conduit, we have been assisting our clients with their evaluation, selection, and deployment of CRM systems, covering every aspect to ensure a successful implementation and user adoption.
Whether you are about to start your CRM journey or have doubts about your existing system, contact us to get you on the right track for a successful CRM adoption.
Our CRM case studies
Guiding Sony Professional Solutions Europe (PSE) in selecting a CRM platform to reduce costs, whilst providing campaign management flexibility & enhanced customer insight capture
Taking the effort out of managing customer data and sales activities with a customised implementation of Pipedrive, the easy to use, cloud-based CRM platform
Achieving success and minimal disruption in replacing a poorly performing, poorly adopted CRM solution with one wholly aligned to the needs of a rapidly expanding, sales-driven business