A CRM (Customer Relationship Management) system is typically for ‘structured’ data around a sales process – things like lead tracking, funnel size and contact tracking for example. Having every interaction with a customer in a system that allows tracking and management across your whole organisation can produce real tangible results as well as increased profits for your business.
However, as with any system it is a case of garbage in, garbage out. This means that you need to understand what you are trying to achieve and what you already have in place. Simply using a CRM system won’t automatically make things better, and it will probably mean that you need to adjust your processes to get the most from what the CRM provides.
Some CRM tools even allow direct integration with a phone system so that when a customer calls their details automatically pop up and all time is tracked directly into the system. Facilitating this certainly means you have to get your technology ducks in a row but it is something that many organisations have already implemented.
Anything that provides your customers with a better service is a worthwhile investment. Many CRM systems allow you to start small and grow into all the options you want. However, a CRM system is not something to implemented blindly as a panacea for other issues inside a business.
If you are considering a CRM tool for your business please contact us so we can help you make the right decision for your business because the wrong decision can be very costly and time consuming.