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This post was written by Geoffroy

Gartner predicts that, by 2020, poor customer experiences will destroy 30% of digital business projects. This is the moment to develop a customer-centric strategy and get a CRM system in order to grow your business.

Overview of the CRM users by industry

Gartner’s report, also emphasizes on the largest spenders of CRM systems:

  1. Communications, media, and IT companies. These organizations tend to invest in analytics and providing better, more consistent customer experiences.
  2. Manufacturing, including consumer packaged goods. These industries rely on CRM for product and channel management.
  3. Banking and securities. Banking and securities companies rely on CRM to facilitate better customer service and upsell products.
  4. Retail. Retail, distribution and franchise networks or e-commerce are all affected by today’s digital transformation.

But nowadays we see that it’s not only these companies from these major sectors that need CRM system and CRM users come from all sectors.

As a surprising example, we also see more sectors like law firms, where the digital approach was not a priority until a few years ago which now evolves and embrace digital transformation to manage their clients/lawyer relation and uses a CRM. We give you an explanation here from a previous blog article if you want to read further.

Every industry from all sectors and from all sizes are now trying to develop their customer strategy and CRM is not limited anymore to sectors where customer relationships and customer services are very present.

CRM Systems understand modern and digital sales requests

CRM solutions have evolved to meet the challenges faced by sales organizations where digital becomes more and more central, integrating with other services (API) like project modules, timesheets, marketing automation, data analytics, and invoice management. Leads and customers now engage with your business from multiple channels through social media, Google, events, from downloaded white papers… CRM systems understand these new needs and offer you a 360° view with these people and help to develop interconnections among departments and employees in order to share and collaborate in the best ways.

Finally, CRM enables marketing and sales teams to collaborate effectively, and share resources while avoiding duplication of efforts. These teams can now collaborate better with each other and develop business growth. CRM now works with the best marketing tools for emailing, analytics and automation.

This level of personalization is virtually impossible to achieve – particularly in fast-growing organizations and large enterprises – without the organization and workflow management facilitated by a CRM.

Rapid Growth needs Challenge Plans

When you are in a fast-growing period in your company your sales and marketing teams are under pressure. Not because they do not sell or because they do not do relevant market analysis or marketing campaigns but because they are overloaded with information.

According to Docurated’s 2014 The State of Sales Productivity Report, 50% of sales teams are faced with growth goals that are at least 20% higher than last year’s.

To face this challenge and this sales pressure your marketing and sales teams will need a strong CRM system in order not to spend hours searching through emails, opportunities and trying to connect with colleagues to get the most recent, accurate information on the status of leads. This might lead to sales to lose opportunities, and for marketing, failure to follow these leads and nurture them with marketing content through the sales funnel. All of these issues would lead to a decrease in productivity.

Increase your sales thanks to CRM in a competitive business landscape

Today’s companies can’t risk losing valuable leads in the increasingly competitive business landscape. Your competition is ready and waiting to capture the leads you will lose. When growth is a priority, CRM systems enable the processes necessary to create a personalized communication with your prospects. Not only is a CRM critical for long-term growth, but it’s also a competitive advantage.

Our Efficy CRM solutions offer no less than 200 operational features to help you grow your business and fit to your needs in the most tailored way. We co-construct our solutions with our customers from multiple industries and then these features meet the real needs of sales representatives, marketers, call center agents and managers.

Do you want to know more? Discover all our features here and/or ask for a demo.
On your mark let’s go!

Collaboration KPI Prospecting