The world of the CRM has come to stay. From the appearance of the first contact managers in 1986 to the popularisation of the first online CRMs a few years ago, more and more businesses have joined this strategy.
The main reason, surely, is the figures resulting from implementing a CRM in small and medium-sized businesses.
According to one study, CRM users see a 37% increase in sales, a 45% increase in customer satisfaction and a 43% increase in the ROI of their marketing campaigns.
If you also want to enjoy these advantages in your business, you must first understand what the phases of CRM are.
What are the phases of CRM?
When we talk about the phases of CRM we can refer to the sales phases or the phases of its implementation, and to have a solid customer management strategy in your business, you have to understand both.
Let’s go with the first one:
The sales phase with a CRM
There are 3 ways in which a CRM tool makes you earn more money
According to a NASP study, 80% of sales are achieved from the 5th time you contact someone.
However, according to the same study, 90% of salespeople do not contact a potential customer more than 4 times.
The main reason why this happens is because it is difficult to follow up on a contact. This can be solved in one go with a CRM.
Thanks to this tool, it is much easier to follow up as long as necessary and independently of the clients managed by each salesperson.
The tool provides reminders and warnings that guarantee you will contact the right customer at the right time. 5 times or as many as necessary to close the sale.
Thanks also to a CRM, giving a good customer service is a much easier task.
After-sales service is often the forgotten part of companies, which often forget that capturing a customer is often up to 7 times more expensive than retaining one they already have.
Thanks to a CRM you can have a much more fluid communication with your customer base and increase their satisfaction even by 45% as we saw in the figures at the beginning of this article.
Retention of the best customers
One of the biggest advantages of having a CRM is that by having all the information centralized in one place and being able to generate reports easily you can identify your most profitable customers without much effort.
Having these customers identified is a great idea for 2 reasons:
- You learn to identify the best potential customers when they are only leads
- You can reward and take special care of the most valuable customers once you have them
This level of personalization helps you treat your customers better, sell more and earn more.
The implementation phases of CRM
To be able to sell more with a CRM, you first need it to be operational for the whole company. To plan this implementation you have to go through a 4-step process:
- Knowing your sales process
- Establish objectives
- Assign responsibilities
- Train your staff
Knowing your sales process
Every company has a sales process, and that affects the CRM you need.
Before starting to implement a CRM you need to understand perfectly how the customer acquisition process of your business is and make sure that the CRM you choose is adapted to it.
The implementation of this type of project usually involves different departments and people in the business, and this is the perfect breeding ground to extend the process indefinitely.
So that this does not happen to you, define objectives and deadlines.
Assigning people in charge
Since the implementation of a CRM usually involves many departments, the best way to carry it out is to appoint a person or a team of people in charge of leading the project.
The job of these people will be to ensure that the chosen CRM meets the needs of the business and that the objectives and deadlines imposed are met.
Train the staff
Once the CRM is implemented, you need everyone to know how to use it correctly and to do so.
The only way for a CRM strategy to work properly is for everyone in contact with the customer to use the tool, so making sure staff know how to use it is the last phase in the process of implementing a CRM.
What is the best CRM to go through all these phases?
At Efficy we understand that every business is a world, so first we listen to you and if we think we can help you we prepare a tailor-made solution, thanks to the fact that we are the most flexible and scalable CRM on the market.
This way, we make sure you don’t spend time and money on finding the optimal solution. Instead, we make it for you.
The best proof that the system works is that we have over 4,500 customers in more than 33 countries.
You can start managing your business in the most professional way possible today.
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