Today I bring you an article highlighting the contribution of CRM to marketing.
What is a CRM and what is it used for?
Basically, CRM or customer relationship management is a softwaremartechwhich allows you to manage and optimize the relationship with your customers, however, it is not just that, it is above all a philosophy where the customer is placed at the heart of the company and its long-term objectives.
Here is an infographic to show you the benefits of a CRM for your marketing
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A CRM will allow you to:
Know your target better
Better understand your customers’ peru mobile database expectations and needs
Respond optimally to these customers and their expectations
Finding new customers
Allow salespeople to spend more time on selling and existing customers
Allows for rapid and effective prospecting which will allow you to develop your turnover
It is important to work on customer relationships in order to create a climate of trust, professionalism and respect.
This will allow you to build loyalty and create word of mouth.
Indeed, a happy customer will talk about your company to 3 of his friends while a dissatisfied customer will talk about the problems he has encountered with 10 people. This can threaten your reputation and the sustainability of your business.
In addition, 62% of consumers are encouraged to consume by the quality of the services offered, so it is important for you to make a point of promoting your customer services.
CRM will allow all of your employees to centralize information whether for the marketing, sales, accounting, technical support departments and your stakeholders.
CRM will allow you to maintain your relationships, you will be able to listen, understand, react and thus best satisfy your customers while optimizing your offer, your procedures and the value of your brand.
CRM software will save you time and money: by automating tasks, you will save your employees 17.6% of their time, which is an improvement in your turnover of 5.3%.
The CRM implementation project must correspond to:
A desire by company managers to change the mentality, culture and behaviors within the company
A redesign of pre-established relational processes within the company
A redeployment of the IT strategy as well as the human resources strategy
CRM involves NTIC but not only, it is a state of mind that will give more space to customer satisfaction beyond the objective of only making sales. It is a business strategy improving the organizational strategy.
CRM is based on
A capacity to listen
Interpersonal skills
A mastery of communication channels
A personalized value offer
Advice for installing a CRM:
Know how to describe the values and standards shared within the company.
Place in appropriate positions people who propagate this culture and who serve as an example to others.
Communicate internally on these standards and values.
Relay values and standards in human resources management in terms of promotions, sanctions, training, motivation, etc.
Accurately measure the relational performance of employees in order to be able to make improvements in relation to the results obtained.
Find the right technology that matches your goals.