Small business owners work hard to grow their companies, so while a sudden increase in customers is exciting, it can also be a challenge to keep track of important customer information.
That’s where customer relationship management (CRM) software can help. By familiarizing yourself with how a CRM can help your business ahead of time, you’ll be confident that when your business grows you can continue to keep track of all your customer’s information.
What is a CRM?
A CRM provides your business with a centralized database where you can find all your customer's information including their billing and shipping addresses, tax and language preferences, and their payment information. Because the information is centralized for the entire company if your business has multiple locations, or different teams who need to reference customer data, all employees will have access to the most recent customer data. If someone in New York updates a customer profile, then your team member in San Francisco will be able to access the new information.
What does a CRM do?
Using a CRM’s helps empower your business because you can confidently track customer interactions, see purchase history, and securely store sensitive information.
From the moment a potential customer shares some of their information with your company to their first purchase and on, the CRM tracks customer interactions and allows you to manage your relationship with them. Having a detailed history of each customer's interactions makes it easy for new employees to reference purchase history and answer customer questions by simply referencing the CRM.
Making it easy for your employees to access customer information allows them to answer customer questions faster and more accurately which improves customer relationships. The CRM also provides useful insights for your marketing department, so they can tailor their communications to customers based on their purchase history.
Why are CRMs so popular?
According to Super Office CRM software has become the largest of all the software markets and is a $40 billion market. Today’s CRM’s are cloud-based, mobile, intuitive, and affordable. The modern-day CRM’s are significantly more accessible compared to previous versions and are much easier for business owners to integrate into their existing systems.
What can a CRM do for your Business?
Businesses may choose to use CRM’s differently depending on their individual goals and business needs. Here are six ways a CRM might help your business:
- Turn more potential leads into customers
Being able to track leads in a CRM allows your business to keep in touch with potential customers by scheduling follow-ups or sending automated emails. Having the ability to keep a touchpoint on potential customers allows you to keep your business front of mind and encourage them to convert.
- Keep current customers happy
Because the CRM captures the entire history of your customer relationship, you can see what purchases different customers make, which employees they have interacted with, and any questions they might have asked. This information can be useful in designing custom promotions, exclusive offers, and personalizing the interactions you have with your customers.
- Use business insights to make decisions
The CRM generates analytics based on the data collected to help you identify business trends and recurring themes. These insights can be used to improve sales, marketing, and productivity. For example, if you noticed that customers regularly purchase two of your products together, you could bundle the products, or show one of the items as a suggested product on the sales page for the other, encouraging more people to purchase both products.
- Securely store business information
Customer information stored in a CRM is protected according to strict industry standards. Customer payment information is encrypted and stored on secure servers, so you don’t have to worry about keeping their information safe. All your data is also backed up so that in the event of a system crash you won’t lose customer information.
- Easy to access information
A CRM with mobile functionality allows you to take your customer information with you wherever you are. Employees can access the information they need if they are working remotely, at pop-up events, or when interacting with customers outside the office.
- Increase efficiency with integrations
To maximize efficiency, your CRM should integrate with your other business software. With Helcim Commerce, you can use the information in the CRM to create invoices for customers and accept payments without having to transfer data between systems.
Add a CRM to Your Business
With the opportunity to increase sales, improve marketing, and streamline productivity it’s no surprise the CRM’s are becoming a popular business tool. If you’re interested in seeing what a CRM can do for your business, try the Helcim Customer Manager now.