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Key Components of CRM That Is Critical for Your Business

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Featured Best Practice on CRM

25-slide PowerPoint presentation
This presentation discusses Customer Relationship Management (CRM) strategy and developing the Customer Experience (CXP). This is the final phase of the Customer Analysis Approach and where all the previous analyses and recommendations must come together cohesively--e.g. the value proposition, [read more]

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In today’s digital economy, customers are growing to be better informed, better connected, and more demanding that ever before.  Resultantly, improving Customer Experience has come to the forefront of many CEOs’ agendas.  Becoming a Customer-centric Organization has become a priority for many organizations.

The foundation to a comprehensive, holistic understanding of the customer is Customer Relationship Management (CRM).  We can think of CRM as a strategy to optimize the long term value of the portfolio of customers.  This is achieved through:

  • Understanding customers’ economic value, as well as their needs and preferences.
  • Investing in customer relationships based on their economic value.
  • Creating and evolving Customer Value Propositions and offers that meet customers’ needs.
  • Managing the Customer Journey through acquisition, retention, and growth.
  • Delivering a high quality and consistent Customer Experience across all touch points.

Technologies addressing customer-related issues to improve Customer Experiences and track Customer Journeys are becoming increasingly popular.

CRM (Customer Relationship Management) is one perfect example. It is a technical strategy that learns more about the needs and behaviors of customers for building relations—as such, communicating with consumers is more of a philosophy in business than a technological solution.

However, efficient CRM depends on the implementation of technologies.

As a business-minded person, the next question you might have in your mind is; What are the components of Customer Relationship Management beneficial for your business?

To help you answer that, below are the key tools and components of CRM vital to your organization.

1. Workflow Automation

In CRM implementations, simultaneous processes run at once. This requires efficient cost reduction as well as streamlining procedures. Workflow Automation is the practice of doing so. Not only does it reduce unnecessary costs, but it also stops people from doing repetitive tasks.

For instance, documentation and filling out of forms are some steps needed in the business process. Yet, these two processes usually get wasted as avoidable tasks.

With CRM workflow automation, time-loss, and unnecessary excess efforts are prevented.

2. Sales Automation

Marketing and sales are two processes that wouldn’t benefit a business if they ate on their own. Your CRM software handles these two complementary processes for you.  If marketing and sales force integration are achieved, the marketing department can move leads directly to sales.

In the same manner, sales teams analyze campaign results and access them from customer responses. Doing so enables the organization to determine what information is served to the customers.

Furthermore, sales automation is an integral component that includes sales forecasting, sales processing, recording, and tracking.

It sets out the potential for increasing revenue and helps in evaluating sales as well as results.

3. Human Resource Management

This vital component of CRM involves utilizing human resources effectively and accurately. HR management ensures that the professionals’ capabilities and intellectual levels match the tasks. What makes it an essential CRM component for your business?  First is, it’s not only for large-scale corporate interests but also for the medium-scale industries. It includes the application of an efficient solution for people and skill development.

Secondly, with HR management, the workforce’s growth and development are considered in crafting strategies for a business to succeed.

4. Lead Management

Lead Management in CRM implementation is used to keep track of the prospects and their dispersion. This component is extensively used in sales, marketing, and customer service processes. It includes anything from effective campaign management to customized forms and even communications. It also studies customers’ buying behaviors to identify potential sales leads.

Make sure that the CRM software you use will help you to easily run through a listing of all of your marketing leads. Moreover, it provides links to vital information like the prospect’s details, successful conversions, website activities, etc..

Additionally, a reliable CRM software allows you to contact, email, chat, or make appointments with your prospective clients all in one place. CRM program that can not gather as much information regarding the potential leads is practicably futile.

5. Pipeline Management

Before investing in your business’ products or services, a client goes through several processes. Following every client through these steps of their journey towards buying what you offer is imperative. That is, to ensure that they consider taking your desired action.  CRM software’s pipeline management component will classify your customers based on their purchasing journey stage. This facility provides the chance to reach out to the best offers— or best hasten the deal to a close.

6. Marketing

Marketing is Customer Relationship Management’s most crucial component. It pertains to promotional activities that a company takes to advertise their products. This same process could be aimed at a specific or general audience.

CRM helps throughout the marketing strategy by enhancing the usefulness of advertising strategies. This is achieved by observing and studying the behaviors of prospective customers.

Furthermore, marketing is a component which further brings with it diverse subcomponents. Campaign management, activity and document management, etc. to name a few. However, the use of these sub-components varies with each business.

7. Customer Service

Customer service functions to collect information from consumers; pieces of information, such as their buying habits and other relevant data.  This information helps businesses expand their understanding of customer needs and complaints.

Your relationship with customers isn’t cut short upon closing the deal. There are order fulfillment, questions to be answered, and sometimes complaints to be addressed. For your customers to be satisfied with your product or services, you need a CRM software. It will handle both customer service and case management for your business.

With excellent customer service in place, your product or services would instantly please the customer.

It can also cut costs, improve employee engagement, boost efficiency, maximize profit, and manage upsells better.

8. Business Reporting

CRM systems are responsible for the provision of various business records. It can create multiple reports that are precise and accurate. Not only that CRM systems produce reports, but it also exports business reports to interconnected networks.

One specific report that comes with CRM systems is customer service reports. Such analysis helps the company’s executives gain insight into their day-to-day operations and management. This helps them to realize the company’s exact position with regards to their goals. CRM provides business updates, and that makes reporting a component that plays an important role.

9. Analytics

Analytics is essential in every business as it is the way of analyzing and reflecting data to keep track of market trends.  In achieving a thorough understanding and analysis of trends, data must be easy to interpret. This is possible by presenting data in graphical representations— diagrams, histograms, or graphs. These representations make use of both previous and current data.

Analytics is a crucial component in CRM, as it facilitates a more in-depth study of the data needed to calculate business progress.

Wrap Up

Each of the CRM components mentioned above is critical for improving your work structures and market responses as a business.  Integrating these elements of CRM will allow your organization to make easy, fast, and informed business decisions based on data and analysis from a streamlined CRM system.

Implementing CRM involves a comprehensive review of demands, expenditures, return on investment, etc. Most notably, CRM implementation, to be successful, needs all departments to work together.

Remember that a business with the right tools rooted in hard work and determination points to no other than success.

Excel workbook
What is the future of CRM with regards to Customer Service five years from now, What Technologies would affect it the most and what trends in Customer Service landscape would we see at that time? Has your organization ever had to invoke its disaster recovery plan which included the CRM solution [read more]

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In the modern Digital Age, advances in technology and communication, combined with the explosive growth in data information, have given rise to a more empowered global customer. Recent economic and political events highlight the need for organizations to understand how consumers view the world and the most important attributes for their purchasing decisions.

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This presentations provides an overview to Analytical CRM. Analytical CRM is the part of Customer Relationship Management (CRM) that aims at storing, analyzing, and applying the knowledge about customers and about ways to approach customers. Analytical CRM systems use techniques such as data [read more]

About Shane Avron

Shane Avron is a freelance writer, specializing in business, general management, enterprise software, and digital technologies. In addition to Flevy, Shane's articles have appeared in Huffington Post, Forbes Magazine, among other business journals.

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