What is CRM?

Customer relationship management (CRM); refers to managing the life cycle of marketing, sales, after-sales and customer experience processes. CRM is a kind of business software that helps people to manage their customer communications, sales activities, service processes and marketing campaigns. CRM is created as a tool to strengthen the sales and marketing process.

A CRM system provides a centralized core that holds all the data for your business contacts and offers, deals etc.. Naturally, this might be your customers, prospects, suppliers, etc. Over time, the system will build up a history of your interactions with each contact.

These CRM interaction records may include 

  • Emails
  • Calls
  • Meeting notes
  • Assigned tasks and reminder emails
  • Quotations and offer letters
  • Marketing Campaign statistics ( E-mail Marketing, SMS M
  • arketing )
  • Discount requests
  • Contracts and different versions of contract revisions.
  • After sales service records
  • Customer Satisfaction Surveys

The importance of these features at CRM is that everything you need is 

  • in one place ( all the customer data is at your hand )
  • easy to reach for analyzing and taking a sales or marketing action
  • comparable with the previous time frame or different sales
    reps.
  • Thus, it gives you clear visibility of your sales pipeline.

 

CRM software helps companies stay connected to customers, implement sales and marketing activities and hence improve profitability. CRM enables you to forge a much stronger connection and a deeper relationship with your clients and prospects.  Also, CRM tracks and analyzes all calls, emails, social media messaging, ERP records and meetings in order to boost sales and increases profit ultimately.. In addition, crm with business intelligence and marketing automation tool; enables you segment your market and products. Consequently, you may add a value the regular data you handle to make your sales and marketing smarter, more potent, and more effective.

CRM software platform is a technology used to bring sales and marketing together, create value for the customer and increase sales. CRM technology handles the end-to-end sales  & marketing processes. It covers topics such as knowing the customer, keeping contact information, opportunity management, sales management, sales process management, customer information analysis and customer insight.

CRM solutions are dramatically  evolving from being the customer-facing and the customer-touching software into a platform that provides actionable insights into your own business. Data and interactions served across the platform are key in solving managerial challenges. This is the insight into your sales, marketing and support teams, this is the insight into your brand and the product of your hard work reaching the customer.

No longer just for managing customer relationships, CRM helps manage relationships between stakeholders within your own company.

CRM stands for Customer Relationship Management, which is any system or approach that helps a business organize and access its customers’ data. In this article we will take an in-depth look at what is CRM software, what are its different types, benefits of using a crm system , features of crm and why it's so important to use CRM in 2021. We offer a fresh look about How to choose the right CRM for your business? as well.

Let’s get started.

 

A Simple CRM Definition: What Does CRM Mean in Simple Words?

As a simple definition, CRM is a compact software solution that enables you to focus on your organization's customer relationships. Business relationships may include individual people as customers, prospects, service users, or suppliers. Therefore, CRM Software is defined as a new business management tool focused on creating value for your customers to sustain long and healthy relations with your stakeholders.

Simply put, CRM software lets you organize and access data pertaining to your customers digitally. This includes customer information, sales interactions, activities, deal stages, metrics, uploaded files, product sales tracking, marketing, and customer support interactions. Inherently, this may include all the other information that your business knows about this particular customer.

 

What is CRM

 

Let’s get rid of all the confusions we have about the CRM word itself and similar words:

In daily life, usage of the “CRM” Wording might be a tricky , as it might be unclear which of these “CRM, CRM Software, CRM Solution, CRM Tool, CRM Platform, CRM System” is meant as definition. 

 

To be straightforward and realistic; practically all these notions are the same.

Most probably, if you have heard someone saying anything about Customer Relationship Management, he or she means CRM as a software ( CRM Software), which is also called as a tool for managing customers ( CRM Tool ), which in turn can be defined as a customer and sales management platform ( CRM Platform ) 

Consequently, all the different modules and features of CRM combined, one may define CRM as a complete customer business solution ( CRM Solution ) or a as a robust all-in-one sales management system ( CRM System )

 

One or the other of us might subjectively use tiny differentiations in the CRM meaning for those different CRM definition forms; however it ultimately appears all of a piece in the business and software world.

Far from being simply a tool for tracking and reaching your customers, CRM software provides invaluable insight into your own business. It helps build a meaningful relationship between your company, your product, and your customers.

 

What Does CRM Stand For?

CRM stands for business software systems designed to manage interactions among customers, prospects and sales marketing professionals.  Clearly, the goal is to help your business grow steadily. Hence, CRM enables to improve longer-lasting relationships with customers. That means, CRM drives business growth and increases customer loyalty. Many years ago, just large companies could work with the CRM system because of the prices. Nowadays, all kinds of businesses have access to affordable CRM software options.

 

A rational system should contain a clear definition, as our minds understand, and comprehend rational issues easily. If we define something, it easily sets to the learning area of our brains. Thus, we may willingly implement what knowledge tells us. Therefore CRM stands for Customer Relationship Management that is a strategy in which a company creates sustainable level of engagement with its clients. Sustainable level of engagement is more than awareness, and light communication. Let’s make this notion more clear! 

At business level, Customer Relationship Management ensures to create partnerships, instead of transactional relations. At individual level, it develops brand’s identity, instead of just increasing its recognition.

 

CRM software supports us in monitoring, evaluating, and drawing conclusions about the history of the all the interactions with a customeror client. For example, you called a relative on the phone and sent a message. You can view the call logs and messages of that person on the phone. From here, you can find out that you have had little or no communication with this relative lately. 

business-crm

While managing our customers as businesses, crm has to demonstrate convenient answers to those questions about the client interactions:

  • "When did we last meet with our customers?"
  • "When did we send an e-mail?"
  • "When did we talk on the phone?"
  • "When was the last time our customer bought a product from us?"
  •  "When was the last time we reached our customer?" 

 

We can see the answers to the questions on CRM. Thanks to the answers to these questions, we can be aware of the customers  even without recent direct communication.

 

In order to avoid missed or delayed communication with customers  or potential clients, actions can be taken to call and message over certain periods via CRM thanks to the auto reminding e-mails or automated workflows functions. When the notes about all these interactions are recorded in different media (Excel, Word, Docs, etc.), a scattered structure may occur. A CRM system is required to get rid of a messy structure. 

Thanks to CRM software, you can quickly access all activities with customers through a single system. Customer relationship management software positively affects our relationships with our existing customers and turns our potential customers into active customers.  For companies that place the customer at the main focus of the operation, the most important factor is the customer itself. Being in the center of the customer is one of the best management methods. CRM is a system where all interactions with customers are collected.

Who uses a CRM Software?

The advantages of using a CRM Software are not just about running a business and managing the associated relationships. Ideally, a CRM system should help your business improve relationships with existing customers, find new customers, and retain old customers and turn them into repeat buyers. CRM is a software that makes it easy to collect, organize and manage customer information. A CRM system can be very beneficial for both small and large businesses as long as it is implemented properly.

 

As CRM Magazine states,

the majority of US businesses that employ 10 or more people now use CRM.

This is a convenient signal that CRM is now becoming a must-have for all medium-size or large companies, as it can incredibly surge customer satisfaction and closed won deal rates. .No matter who uses a crm or what size of  company uses crm, there is a high chance of being successful at growth, sales increase or customer satisfaction,if CRM becomes a part of the company process flow smoothly. Hence the question we should answer at first is :

 

What type of companies use CRM?

It’s understandable that a software package doesn’t fit all. Therefore, segmentation should be considered, even for selecting a CRM System. What matters at selection criteria, is considerably the size of a company and pure business needs. What we witness at the field is that every size or every sector is good candidate for the crm usage. What makes the difference in gaining success for using a CRM is following factors and conditions, which puts CRM an inevitable choice of selection: What type of companies use CRM indeed?

  • Any company that aims growth

CRM systems appears to perform best when it comes to a desire of rapid and enormous growth. Generally, this requires an entrepreneurship mindset and courage to try new things. According to the Capterra ‘s CRM User Research,

51% of the companies started to use CRM in their first 5 years of foundation. The companies, started using CRM even within very first 2 years, reach 38%.

Hence, in order to be able to achieve high grow rates, companies at early stage adopt Customer Relationship Management  solutions, to make huge sales afford manageable and result oriented. 

Let's make it simple:

Growth means high increase at sales and revenue. Demand and revenue increase results from many sales activities like meetings, cold calls, hot calls, quotations etc. The more sales activities a company undertakes, the more complicated it becomes to manage . Hence, you need a powerful Customer and Sales Management Tool ,in order to back up all the growth activities like deals, campaigns, offers and customer feedbacks.

  • Any company that hires sales representatives

If you employ sales reps, you have to track their performances and customer interactions. Questions like “ how many visits are made to customer by a sales rep? “ or “ How did the customer react to our last discounted offer?” can be easily answered when you use a CRM. On the other hand, if you don’t utilize any crm tool, how can you manage to have an eye on each sales rep and how can you guide them to gain the customer as sales director ?

crm

If we are to ever stay competitive in today's marketplace, it is important that organizations take steps towards automating or, at the very least, implementing CRM processes that can save time and money as well as improve processes (e.g., via analytical reports, minimize and/or eliminate the time it takes to reschedule bills, etc.).Sales Force Automation softwares including CRM’s can also often improve sales rep (employee) performance as Sales Directors can easily gauge/monitor each employee's direct performance to deadlines, and then provide feedback and analysis based on best practices. Utilized properly, Sales & Marketing Managers can train by even offering direction but not have to perform supervisory tasks. CRM software can really help manage the sales meeting process and focus everyone on the results that are most important to the lead, not work spending hours on things that do not matter or that are not the most important. Utilizing yesterday's best practices and systems for today's and new uses (e.g., self-service, e-mail marketing, client portals, "point of entry" systems, RPA’s ( Robotic process automation etc.) can help with smoother and more efficient sales processes.

  • Any company that utilizes any type of marketing activity or marketing campaign

The point of having all this information in an automated marketing system is to bring it into play in real time so no information is lost or inaccurate. This makes for more direct interaction with your prospects.A marketing strategy works the same way. You are working on your strategy by collecting your prospects names and contact information. But even though you are getting information, there is still more that you can do with the information. You can find out which parts of your strategy are working and which need to be fine-tuned. You can work on different aspects of your marketing campaign at different times of day and then use all the metrics to bring them back to the roots of your marketing strategy to fine tune your marketing process. Then, when it’s time to re-discover parts of your marketing strategy, you have all the important information to guide you.

For example: you still need to track leads, analyze your profit and loss statements, and push your prospects to take action. It is all too easy to get lost in analyses while you have your marketing automated.

But chances are there's a big window of opportunity where your fancy technology really has no room for creativity or customization. So the solution is to incorporate a database and CRM into your marketing process. Good marketing technology allows you to create and follow up to venues or events that bring your prospects and current customers in.  

If you really want to take advantage of technology, then you need to look at a pure crm with marketing automation solution. However, as with all things in life, your marketing organization will have to retool and integrate your CRM into your marketing plan. You don’t have to change recipes, tools, and vulnerable components of your marketing plan.

A good marketing automation solution is one that includes technology in all aspects of the process like a database, CRM, and lead management. It is all scheduled and attended by people on a regular basis. Individuals can add content when they have time and tailor it to their schedule. Automation includes helping quality control and subject matter experts gain fluency and push content to the right audiences. Why a great marketing automation solution only works if you have a strategy is the next question.

The right answer is “your marketing plan implemented on your CRM Software” for a basic joined-at-the-hip, network-centric single marketer. Yes, the world is changing fast and keeping up is a pain, but you need to monitor the inputs and outputs and adjust your marketing plan to the real life situations. There ARE people who get tired of putting energy into their marketing plans ‖ maybe you are one of them. If you are a service professional or a B2B business in a large company, you hold your team accountable. Does that sit well with you?

Each year, thousands of marketing plans are recorded and accumulated by marketers in many companies. But when they reach their expiration date, they are discarded in a hurry. Using a good template and a useful crm tool is a great way to make sure those impressive plans really reach your prospects and customers while saving you time and money. And the best part is, they’re actionable and measurable. 

Start making your marketing smarter, simpler and more effective.

  • Any company that sends quotations and offers

Is there any B2B company, which doesn’t send any single quotation or offer to a prospect ? I don’t think so. 

So it is inevitable to adopt a software solution which 

  • Tracks all the previous offers at one place
  • Centralizes quotation data like price, conditions, payment terms 
  • Scores the leads so that you know which lead to focus at most
  • Creates quotation in-house and sends it through the same software

No matter how big or small your company are, those four items are mandatory if you want to see happy faces, after an offer has been sent to customer and evaluated consequently.

CRM tools can help simplify our interface with clients, i.e, improve our response time to quotation requests, complaints/questions/messages by having all the relevant data in one place for management to access direct.  Finding and accessing client and deal information can be done via a variety of methods, e.g., document import, table imports, and field/ parcel extractions.

More and more people are turning to online CRM software for a variety of reasons. Some companies have begun to realize that despite  all their business processes, the management of their quotations and leads is still the business process that excels at creating opportunity for them to foster growth, cut back on costly employee expenses, keep their offers up to date, and improve efficiencies. Other companies are looking for "best- ideas" for sales  management strategies that will help them add clients more quickly and more efficiently. For these companies, using online customer management software gives them both. These companies were the first to realize lead management software was one of the cornerstones of business growth and success.

  • Any company that has an idea of what “customer lifetime value (CLV)” is about

As an extended model, the Customer Life Time Valıue (CLV) can also map different phases of customer acquisition and care in order to align marketing campaigns with special customer requirements. For this purpose, the duration of the client life is divided into different cycles. For example: first customer contact, relationship building, individualization, cross-selling or retargeting. How the individual phases are designed depends on the aim of the survey. Various options are available here so that, for example, new customer acquisition, existing customer care or customer equity can be used as a modern parameter for the entire customer base. The latter aspect forms the theoretical basis for calculating the CLV, so that the entire importance of a customer for the company is viewed as an investment with an expected profit.

customer-crm

It's about how much money we're likely to spend:

A telephone provider, for example, could calculate how much money we will bring to the company in the time that we will likely be a customer there. If we are a loyal customer with an expensive contract, we could, for example, receive preferential treatment on the hotline as an advantage. Or we get a great offer so that we don't change providers.

Custumer Lifetime Value is the name of the new rating system for customers It works like this, for example:

If we visit a pub for the first time, we are simply any guest and therefore a customer. If we go to this pub more regularly, we will eventually have a beer on the house - later maybe even a few peanuts with the beer. The bar owner does this because we, as regulars, are worth something to the shop.

In the meantime, many companies are doing it similarly to the pub owner - they bind consumers through advantages: The companies can offer these advantages because they collect a lot of customer data. On the basis of this data, they calculate how much money they can earn from each person. The companies proceed independently of the consent of the consumers.

Having explained examples of LCV, if you are aware of how important CLV is, you’ll probably want to keep data and analyse them using following data set:

  • When was the last time you bought something?
  • How often did you go shopping?
  • What was the value of the purchase?

In order to have all this data at hand easily, you have to adopt a CRMat your company. Furthermore, CRM tools enable you to have a visual aspect of LCV, in tables or graph form so that it helps you in sales strategies decision making.

5 Types of Businesses That Need CRM

If you want to introduce a CRM system, you should first consider where the focus of customer relationship management lies. This depends on the one hand on the corporate philosophy, on the other hand the size of the business also plays a decisive role in the need of a CRM Solution.

B2B : The Importance Of CRM In B2B.

Naturally, a firm can not create partnership with each of its customers. Yet, with rational relationship structure, firm may persuades others with less resource. For instance, a business man considers how he is communicated. If there’s instutional approach while keeping in touch, he may accept to create partnership. This indicates how important CRM approach at business-to-business (B2B) level is.

 

Let's say we own a service company of 100 people. Suppose there are 10-20 salespeople. Let's make B2B sales. There are current and potential customers interviewed by sales personnel. In this context, if we do not use the CRM software;

  • What has been spoken to the customer,
  • What tactics work and
  • Which offers are back on sale

We can't know these. 

crm

In order to understand these without CRM, it is necessary to meet with everyone one by one. If we use CRM in the sales team, we can see through the system issues such as how many interviews were made in the successful sale, what was spoken, what e-mail was sent, and what offer was made. Let's say; Each member of our 20-person sales team meets 20 customers a day. Suppose we interviewed 400 people in total. Actions in the sales process with these 400 people come out more easily with CRM. Our customers; pending offers, waiting for new mail, receiving offers, waiting contracts, etc. We can see them in separate titles. For example, we had the first meeting with X company at an exhibition. After the first meeting, we also held the second meeting and gave details. In the third phase, let's assume that our potential customer is waiting for an offer. After submitting an offer, the company can enter the evaluation process. There may also be a request for a discount after the evaluation.

Finally, the company can accept the offer and we can send a contract, or the company can reject the offer. Therefore, managing all these stages and performing the analysis can only be accomplished using CRM. With CRM, we can obtain analyzes from 400 contacted contacts such as "20% of the first meeting", "50% of the offer is waiting". If an offer is in the evaluation phase, it is likely to be sold. Maybe at the end of the month, we can call the companies in this evaluation stage. We can apply different marketing activities to customers in the early stages. Brochures can be sent to the people in the first contact with a single click. If CRM is not used, it may be necessary to discard the e-mails of every 400 people one by one.

While it is possible to do automatic marketing activities with CRM in order to make more sales on the marketing side, it is very difficult to do without CRM and it can look like spam mail because it will be thrown manually. Thanks to CRM systems, you can increase your sales by sending personal mail. Without a CRM system, you may miss many opportunities.

Sales processes become more complex as the number of people on the team increases. Therefore, sales processes are not scalable in B2B Businesses unless CRM is used. When using CRM, you can manage your process scalable and quickly. Efficiency and productivity at Growth are mainly provided by Customer Relationship Management Softwares for B2B Industries.

For example, let's assume that we have a B2B web agency company. Let's sell different products. Let's say we are doing website construction, branding, logo design, and corporate identity work. With CRM, we can see in which title we made the most sales. We can also examine their distribution as opportunity and analysis.

When you did not use customer relationship management software, you would look at which company is at the bid evaluation stage or not, perhaps through your post-it. There would be overlooked and a waste of time.  

You may have forgotten customers that you haven't contacted for a long time. "Filter the companies I talked to 2 months ago." You can learn this over CRM with a filter. You gain efficiency without losing opportunities. Since the customer is hard-won, the opportunity is very valuable and you will not miss the opportunities thanks to CRM. In order to be a successful company, you must have CRM software. "Who is talking to the customer?" and "To whom does the opportunity belong?" You can clearly see the answers to your questions through CRM systems. Since it is also possible to assign sales opportunities to a salesperson in the system, the owner of the sale is also determined.

Some CRM softwares also have a task management feature. "Send X contract.", "Make a meeting with company Y." or "Send a Z-shaped mail." You can make reminders. It is also possible to receive daily, weekly, monthly and annual reports. B2B Businesses use CRM systems to monitor all their business on a daily basis, especially for sales and marketing departments.

B2C: How can CRM help a B2C business ?

Secondly, business-to-customer ( B2C) level has different aspects. While a business communicates with an individual, first aim should be understanding of customer’s needs. When an individual feels as considered, her confidence to business may strengthen. Moreover, considering customer’s needs is not only communicating. In addition to communicating, needs should be fulfilled. So, consumer relationship management is also a problem-solver mechanism.

Client-Management

In brief, understanding customers’ need, and introducing your company are two key goal of consumer relationship management. The former leads to customer satisfaction. Making new deals with current customer move company forward, definitely. So, the former has increadible effects to firm’s finance. The latter makes firm more famous. It has positive effects, too.

According Capterra ‘s CRM User Research,

B2C companies were the most common CRM users, with more than 60% of respondents representing companies that sell direct to consumers.More CRM users work for #B2C companies than B2B companies. But B2B users weren't far behind, making up 55% of the respondents.

CRM systems for B2C Companies can save organizations valuable time and money to focus more on the core business, reduce overhead costs, improve employee throughput, improve customer relationship management, and manage marketing resources. Automating sales and time-critical processes, performance measurements, reporting, and other activities can be automated for better business processes and better use of marketing resources. Automation tools allow many scheduling processes to become much more effective. E-commerce systems that are so critical to all B2C organizations can be easily and continuously integrated, system-at-a-glance and even exported into other E-commerce applications, further increasing efficiency and raising the level of information provided. These efforts are more effective in handling growing demands.

Small Business ( SMBs): How CRM improves customer relationships for small businesses ?

Growth and excellent brand and customer relations are the top priorities for small businesses. Let's take a look at a few key points CRM improves customer relationships for small businesses:

  1. Low budget: Small business owners and start-up founders are always looking for the most value for the lowest price, and CRM software is not an exception. Some companies also offer pricing plans for completely free CRM software
  2. Great customer support: With little time to spare for dealing with frustrating technical difficulties, knowledgeable and attentive customer support is key. Surprisingly, customer support has been the Achilles’ heel of many CRMs (not surprisingly)
  3. Easy to learn and use: The software should be intuitive and easy to navigate, master, and maintain without a dedicated IT team
  4. Scalable: You want a platform that can anticipate your growth and be ready to offer the features you need for a seamless transition from size Small to Medium
  5. Integrations and customization: Being able to connect your favorite tools to your CRM is great. What’s even better is being able to tell your CRM which data to track and analyze so as not to flood your dashboard with useless metrics.

Small Business

While SMBs might not have as several integration necessities as larger corporations, you must still take into account CRM solutions that integrate with programs that you just and your workers already use, like email providers, calendars and accounting package.

For instance, integration with email pproviders like Outlook and Gmail can create it a lot of easier to import contacts and conversations into your new system. It conjointly permits your workers to continue victimisation the programs they’re comfy with, whereas guaranteeing your contact information remains comprehensive and up-to-date.

Small businesses most typically look to get a CRM system as a result of they are: 

  • Looking for a more comprehensive tool for tracking sales activities data compared to excel or google sheets
  • Hoping to consolidate client records and scale back double-entry. 
  • Seeking to modify functions (alerts, follow-up emails etc.). 
  • Looking to come up with, track and manage leads a lot of expeditiously. 
  • Needing specific options (e.g., bother price ticket management). 
  • Frustrated with current CRM software package (too difficult or not enough features). 
  • Experiencing transformation or company growth
  • Seeking an all-in-one software package for managing clients and basic business processes.

Managing relationships is critical to business success. CRM, and Business Management Software platform ensures companies, either large or  small,  organize, automate, and synchronize every cell of customer interactions. We highly recommend to use our product in sense of healthy customer relationships.

Enterprises: Why Consider Enterprise CRM for Your Business ?

Sometimes a sales manager at an enterprise  will have trouble delegating sales and marketing tasks within their group management environment, but with the help of enterprise based CRM software, these sales reps and the non-project people like wholesalers, distributors or agents  in their group, can be easily and accurately assessing their sales duties while the manager and computer ensures the entire group is getting exactly the input they need to do their job.

Some medium-sized companies that may be satisfied with prominent CRM features. Furthermore, it can be transformed according to aims of companies. To illustrate, sometimes CRM’s enterprise level has e-commerce synchronization with sites. If the direction of the goal requires to highlights this feature, users can easily promote.  Moreover, help-desk and responses that come with the regular level allow immediate engagement with customers. Using this can be ideal for companies struggling with customer support.

When it comes to and big sized enterprise & enterprise level business , rather than a SMB or startup, following sales tools are needed and utilized mostly at CRM 

  • Lead Generation/Lead Intelligence
  • Social Selling
  • Activity Management & Tracking
  • Revenue Management & Sales Forecasting
  • Sales Workflow Creation
  • CRM Data Cleanup 
  • Presentation Creation
  • Account & Opportunity Planning
  • Content Management
  • Proposal / RFP Management
  • Sales Call Recording & Video Selling
  • Account Qualification Scoring
  • Analytic Platform Solutions
  • Prospect Engagement Management
  • Predictive Lead Scoring
  • Customer Success Management
  • Sales Compensation Management
  • Partner Relationship/Channel Management
  • Gamification / Motivation

According to a research finding of Select Hub,

Medium to large companies show a greater propensity to consider both models of On-premise CRM & Cloud CRM (64%). This is supported, in part, by the fact that many of enterprises have larger IT departments and IT infrastructure in place that can be used to support an on-premise CRM

However it can be easily stated that the inclination towards on-premise CRM was higher in previous years. Year by year, enterprises adopts more cloud CRM solutions compared to the past.

CRM Example for an Enterprise in construction business

CRM_in_Real_Estate2

Let’s imagine an example of CRM Usage for an enterprise in construction business:

Many enterprises, such as construction companies, general service contractors, or property management companies, have long and in many cases, a very long process before a project is thrown open to government bids or awarded to a private company. Using online CRM software takes some of the guesswork out of the process. Test plans are created that are sent for private bid proposals. Subprints are  gathered on site or online for viewing by the client, the selected outsource company, and the construction company. Once the drawings are complete, the prints are  submitted to the construction company for completion. 

The construction company must then submit bids or proposals. When sealed bids are possible, the construction company probably pays off much more than they are contracting for. Contracting for construction is always a win- win situation, a win for the construction company, and a win for the client. However, in the event your company must pay for the construction of the bids, the presence of online CRM software in the mix changes the equation. As construction companies are able to submit bids more easily, the savings that are derived as a result of no longer having to pay to the job site are substantial, certainly very substantial. These savings are handed to the client as a "plus" on the bid proposal.

Freelancers: Why a CRM Is Useful for Freelancers?

One of the toughest components of freelancing is staying organized. Freelancers and little businesses got to manage incomes and purchasers whereas keeping track of all their information and documents at an equivalent time. This can be a frightening task thus CRM solutions have become a lot of and a lot of common among savvy freelancers as they'll take the effort out of task management, invoicing, email selling, and planning. CRM (Customer Relationship Management) may be a business platform that helps freelancers and businesses manage communication with their purchasers and prospects. A CRM system holds information on all of your purchasers as well as emails, payments, calls, and sales, and keeps it bushed one place. 

clientportal

The largest edges of employing a CRM tool as a freelancer is that it keeps your and you sales process organized, enhances contact management, improves client satisfaction, and automates your sales method.

Freelancers and small to mid-sized companies will do best with CRM. For instance, the free trial version of CRM systems is especially helpful for new-started businesses and startups. On the other hand,, a crm tool should also have more sophisticated features for large enterprises. In brief, it works quite well for many small or large companies.

Consequently, CRM is very helpful  across the business to manage their customers and potential customer details. You can also use the email templates and the campaigns to deliver monthly and weekly updates to their subscribers. Thus, freelancers may report rapidly to all verified customers on important changes.

What are the Advantages of CRM Software to the Company? Benefits of CRM

The advantages of a customer relationship management system are not just about running a business and managing the associated relationships. Ideally, a CRM system should help your business improve relationships with existing customers, find new customers, and regain old customers. This system is software that makes it easy to collect, organize and manage customer information. A CRM system can be very beneficial for both small and large businesses as long as it is implemented properly.

With CRM;

  • We can analyze and manage our relations with our customers through a single system.
  • We can log in to the system to find out what our most recent offer is and instantly access the latest activity with our client.
  • We can access the data we want instantly and quickly.
  • We have the opportunity to report and analyze. For example, suppose we sell a service or product. "After meeting with the customer, how many times was the sale?" We can analyze questions such as. Let's say X is a consulting company. "For a consulting firm to sell its management consulting project, there must be X contacts with the companies." You can draw conclusions like. You can see a detailed activity report and the way to achieve results.
  • We have dashboards. With Dashboards, we can see the company's instant sales and opportunities. For example, let's assume that there are 50 sales personnel in the dashboards. We can analyze who made the most sales among these sales personnel. We can learn the statistics of which service or product is sold for how much.
  • Thanks to the marketing automation in the system, we can pull the contacts in a certain sales process, create a separate contact list and send automatic e-mails to these people. For example, let's say you want to send a customized mail to 200 different people. With the automation system of some CRM systems, it is possible to send e-mails to 200 people at a time.
  • We can manage the after-sales process regularly and smoothly. In general, we increase the efficiency of sales and marketing processes. Sales opportunities would have been missed without customer relationship software. Since we did not know the details of the sales processes, we might not have the opportunity to analyze them.
  • The data owned by the employees leaving the job is not lost. For example, one of our salespeople has quit. When this person leaves his job, he has taken a lot of information with him. With the software, the data of the person will never be lost since they will be stored in the system.  
  • We cooperate and cooperate within the company and in sales and marketing processes.

 

In short, CRM; provides very effective, efficient, and helpful management in sales, marketing, and customer support processes.

Why Use a CRM Software? Why CRM is Important?

Let's say we own a service company of 100 people. Suppose there are 10-20 salespeople. Let's make B2B sales. There are current and potential customers interviewed by sales personnel. In this context, if we do not use the CRM software;

  • What has been spoken to the customer,
  • What tactics work and
  • Which offers are back on sale

We can't know these. 

In order to understand these without CRM, it is necessary to meet with everyone one by one. If we use CRM in the sales team, we can see through the system issues such as how many interviews were made in the successful sale, what was spoken, what e-mail was sent, and what offer was made. Let's say; Each member of our 20-person sales team meets 20 customers a day. Suppose we interviewed 400 people in total. Actions in the sales process with these 400 people come out more easily with CRM. Our customers; pending offers, waiting for new mail, receiving offers, waiting contracts, etc. We can see them in separate titles. For example, we had the first meeting with X company at an exhibition. After the first meeting, we also held the second meeting and gave details. In the third phase, let's assume that our potential customer is waiting for an offer. After submitting an offer, the company can enter the evaluation process. There may also be a request for a discount after the evaluation.

 

Finally, the company can accept the offer and we can send a contract, or the company can reject the offer. Therefore, managing all these stages and performing the analysis can only be accomplished using CRM. With CRM, we can obtain analyzes from 400 contacted contacts such as "20% of the first meeting", "50% of the offer is waiting". If an offer is in the evaluation phase, it is likely to be sold. Maybe at the end of the month, we can call the companies in this evaluation stage. We can apply different marketing activities to customers in the early stages. Brochures can be sent to the people in the first contact with a single click. If CRM is not used, it may be necessary to discard the e-mails of every 400 people one by one.

While it is possible to do automatic marketing activities with CRM in order to make more sales on the marketing side, it is very difficult to do without CRM and it can look like spam mail because it will be thrown manually. Thanks to CRM systems, you can increase your sales by sending personal mail. Without a CRM system, you may miss many opportunities.

Sales processes become more complex as the number of people on the team increases. Therefore, sales processes are not scalable unless CRM is used. When using CRM, you can manage your process scalable and quickly. Efficiency and productivity are mainly provided by Customer Relationship Management.

What Can Be Done With The CRM Software? How to use CRM?

When we do not use the CRM software, the subject, Excel, notes, etc. We try to follow in places like. "I talked to the customer about X." and "The customer made the last Y request from us." It will be necessary to update information such as excel from platforms such as excel and it will no longer fit in excels. At this point, instead of a spreadsheet, Excel, or tables, there must be a real database. In order to access this database, you must have a CRM. A person can instantly access details about the company or offer via CRM. You can write a special interview note for the company. You can add notes, proposals, or documents. You can mark the "bid evaluation phase" process. At the next point, you can filter as "In the proposal evaluation phase" and send automatic emails to these people with a single click.

 

When you did not use customer relationship management software, you would look at which company is at the bid evaluation stage or not, perhaps through your post-it. There would be overlooked and a waste of time. For example, let's assume that we have a B2B web agency company. Let's sell different products. Let's say we are doing website construction, branding, logo design, and corporate identity work. With CRM, we can see in which title we made the most sales. We can also examine their distribution as opportunity and analysis.

 

You may have forgotten customers that you haven't contacted for a long time. "Filter the companies I talked to 2 months ago." You can learn this over CRM with a filter. You gain efficiency without losing opportunities. Since the customer is hard-won, the opportunity is very valuable and you will not miss the opportunities thanks to CRM. In order to be a successful company, you must have CRM software. "Who is talking to the customer?" and "To whom does the opportunity belong?" You can clearly see the answers to your questions through CRM systems. Since it is also possible to assign sales opportunities to a salesperson in the system, the owner of the sale is also determined.

 

Some CRM softwares also have a task management feature. "Send X contract.", "Make a meeting with company Y." or "Send a Z-shaped mail." You can make reminders. It is also possible to receive daily, weekly, monthly and annual reports. Businesses use CRM systems to monitor all their business on a daily basis, especially for sales and marketing departments.

What Should Be Considered When Choosing a CRM Software? Features of CRM

  • When choosing CRM software, companies should consider what kind of sales process they have. Today, companies that we call B2B, that is, working from company to company, must save the interview notes in a system. E-mail, telephone, social media, fair participation, etc. They must definitely enter the details of the interviews carried out on it.
  • A CRM software should have the feature that it can see the sales processes, "first meeting", "meeting", "proposal submission" and "proposal evaluation".
  • Sales opportunities should be able to be assigned to any salesperson. A person should be responsible for a sales opportunity.
  • There should be email notifications. Whenever there is a sales process, the system should send automatic notifications. The system, "Person X met with firm Y and created Z opportunity." It should be able to send automatic emails. Businesses may not always have the opportunity to enter the CRM system, so automatic emails from CRM should be sent to the mailbox.
  • It should allow detailed reporting, graphics, and detailed analysis.
  • If there is a contact list, it should have the import/export option or it should be able to talk to another system.
  • Another feature that is not in every program is the automation feature. According to the stages in the sales process, it should have the features of sending automatic emails to the contacts in the sales opportunities and creating personalized emails. Email automation greatly reduces the burden on the sales staff. The most important point of sales is to follow the sale. While the momentum has been caught, it is very important to end the process. If forgotten occurs, the momentum disappears, the process can be resumed, even the opportunity may be lost. The most important contribution that can provide momentum is email automation.
  • A salesperson says, "Get my customers waiting for an offer." Let's imagine what he said. Suppose there are 100 people. Emails specific to these 100 people can be sent with a single click on the system. We provide all these features in our Prosoftly product.
  • The CRM system must be online. Today, systems that we call "on-premise" do not contribute much to the employee. The systems we call on-premise are systems that the employee cannot access from another computer. A system with an online and mobile application should be selected.
  • A CRM software should manage the customer, opportunities, and contacts.
  • Must have tagging feature.
  • It should be included in the reporting systems that will allow analysis.
  • Document management should be able to. Documents must be able to be added to the system.
  • It should perform product and service management. Sales and opportunities must be matched with a product or service. In this way, we can analyze our product portfolio.
  • It should offer opportunities related to marketing funnel.
  • Must be able to manage tasks. An outside salesperson should have the opportunity to inform the sales personnel working inside the system.

Types of CRM Software

There are 3 types of CRM software - operational, analytical and collaborative. Even though there are 3 distinct categories, most of the popular CRM solutions today cover all 3 or strive to be the all-in-one solution.

Operational CRM connects three main components - salesmarketing and service to streamline the business process of an organization. The most prominent of the 3 types, operational CRMs focus on all stages of the sales cycle. This means entering the contact information for a prospect or converting that prospect into an actual client (sales automation), automating repeated tasks like sending out marketing emails and posting on social media (marketing automation), and finally supporting customers through multiple channels such as phone, ticketing portals, email and FAQs (service automation).

Analytical CRMs systematically analyze and present collected customer data to help business managers and company owners make more informed decisions. The work of an analytical CRM happens behind the scenes. These platforms take the raw customer and market data and then use techniques such as pattern recognition, correlation and data mining to turn it into useful information. This information is vital in customizing the marketing, sales and support efforts for maximum efficiency.

Finally, collaborative CRMs focus on facilitating and promoting communication between your teams and departments, as well as external stakeholders such as vendors and suppliers. Sharing customer information across various teams helps you sell more effectively, improve customer retention and personalize the services offered.

It is fair to say that most competitive CRM solutions in 2020 strive to span all 3 categories and offer operational, analytical and collaborative capabilities on the same platform. Let’s take a broader look at what makes CRM platforms so relevant today and try to see 5+ years into the future.

The future of CRM

CRM is quickly evolving into software which provides actionable insights into your own business

The Best CRM Software Features of 2021

In today’s world even a kid knows that using CRM software leads to higher customer satisfaction, more sales and bigger ROIs. And while simply tracking and analyzing the data is important, the best modern CRMs are momentum platforms focused on growing the business. Perhaps the most important way this is done is by turning sales into building a relationship with the market.

CRM software is quickly evolving from being the customer-facing and the customer-touching software into a platform that provides actionable insights into your own business. Data and interactions served across the platform are key in solving managerial challenges. This is the insight into your sales, marketing and support teams, this is the insight into your brand and the product of your hard work reaching the customer. No longer just for managing customer relationships, CRM helps manage relationships within your own company.

We have compared and researched a multitude of CRM options available today and analyzed the most recent trends of 2021. With AI and machine learning expected to make an even bigger impact on CRM functionality in the next 2 years, here is what you want your CRM to have under its hood in the near future.

The Future of CRM

As the uses of CRM continue to grow, there is an emergence of platforms which combine CRM and client portal together with task management, KPI and OKR tracking for complete all-in-one business management solutions. This makes sense: if the biggest player in your business is the customer, why not unite your customer data and your company data on the same platform?

Tracking deal stages and customer interactions are vital to building successful relationships, but wouldn’t setting and tracking your team and company objectives from the same portal also facilitate growth? What good is customer data if you can’t make it work towards helping you decide on the next objectives for your departments?

This is the way we see the future of CRM: there will be a move towards uniting the CRM and client portals with business management and planning tools for an all-in-one, AI-driven business operations portal. The whole company will execute sales, interact with clients, see yearly objectives and update weekly tasks in the same app.

best crm software for small business

Scalable. You want software that can anticipate your growth and be ready to offer features for a seamless transition from size S to M

Best CRM Software for Small Business

Growth and excellent brand and customer relations are the top priorities for small businesses. Let's take a look at a few key points small businesses look for in CRM software:

Low budget. Small business owners and start-up founders are always looking for the most value for the lowest price, and CRM software is not an exception. Some companies also offer pricing plans for completely free CRM software

Great customer support. With little time to spare for dealing with frustrating technical difficulties, knowledgeable and attentive customer support is key. Surprisingly, customer support has been the Achilles’ heel of many CRMs (not surprisingly)

Easy to learn and use. The software should be intuitive and easy to navigate, master, and maintain without a dedicated IT team

Scalable. You want a platform that can anticipate your growth and be ready to offer the features you need for a seamless transition from size S to M

Integrations and customization. Being able to connect your favorite tools to your CRM is great. What’s even better is being able to tell your CRM which data to track and analyze so as not to flood your dashboard with useless metrics.

You can find the best CRM for small business here.

 

If the biggest player in your business is the customer, why not unite your customer data and your company data on the same platform?

CRM Solutions

Best CRM Software for Real Estate

We have just reviewed the top CRM software features for small businesses. Let’s take a look at a sector where CRM software is becoming increasingly popular - real estate.

The need to be customer-centric is the lifeline of any real estate operation, whether commercial or residential. CRM software can help establish these critical customer relationships. As the relationships often last beyond the sale, it is important to pick a CRM solution that allows for multiple integrations (with your service desk, accounting, and facilities management software) as well as for sharing of data across various teams. Look for cross-platform uniformity and mobility - you want the CRM to be accessible and manageable on both desktop and mobile platforms, as a lot of work with the CRM will be done in the field.

There are several simple CRM platforms that are specifically designed for real estate operations. However, it is also possible to use regular CRM configured for a real estate scenario.

Prosoftly CRM Software

Our customer relationship management, CRM software, is a product we have developed as Prosoftly and presented to the world under the Prosoftly brand. In this context, it covers all the features that a CRM software should have. With Prosoftly, you can realize all the following features;

 

  • Customer Management

Customer management covers all systems, processes, and applications required to manage customer relationships. Customer management systems and applications (also known as CRM or Customer Relationship Management) are used to capture, research and analyze information such as customer behavior, purchasing preferences, and demographic information.

  • Opportunity Management

You can see every detail about the opportunities. You can access information about the interviews, emails, social media communication, and meetings about the opportunity and related documents.

  • Contract Management

Contract management is the process of managing contracts, deliveries, deadlines, contract terms, and conditions while ensuring customer satisfaction.

  • Deal Management

Deal management has become more and more important within the marketing organization, especially as customer channels have increased. For this purpose, it is defined as a process and system in which the marketing organization manages data related to offers and messages over channels.

  • Product and Service Management

Product and service management is the process of designing, creating, and maintaining a product or service at all stages of its life cycle. It includes various operations, marketing, and sales-related activities.

  • Task Management

Task management is a way of dividing the entire project into a series of tasks that need to be done.

  • Tagging

Tagging is used to identify someone else in a post you post. A tag can also let that person know that you mentioned them and provide a backlink.

  • Email Automation

With email automation, you give superpower to salespeople. You can send emails to many people with one click. Email automation allows marketers to schedule targeted messages or send them when a user takes a specific action on a website. It is a very effective method of nurturing existing prospects, but at the same time interacting with new and past customers, reminding them of your brand, and helping them out with new opportunities, promotions, etc. Can also be used to inform about.

  • Sales Management

Sales management is the process of planning, recruiting, training, organizing, supervising, and coordinating an organization's sales force.

  • Contact Management

There is a system in which dozens of activities can be filtered instantly. Contact management allows you to store and manage contact information. Basically, it has databases that track all your information and communications based on your contacts.

 

In addition, Prosoftly provides the opportunity to connect sales opportunities to the sales personnel, to see the performance of the salesmen on the dashboards, and to provide the system integration (import of contacts).

 

As Prosoftly, we have an online system. Our customers pay according to the number of people, so we have a flexible model in this context. You can increase your customer experience with Prosoftly CRM, ie Prosoftly software. As Prosoftly, together with our experience in management consultancy, we aim to improve all processes of businesses such as sales, marketing, and customer relations from end to end. Since we are not only a software company but also a management consultancy company, we set up our system specifically for the main needs of companies. Until we improve the process or processes requested by the company, we implement our application together with them.