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7/06/2016 - Posted by Emily Headley
If you’re confused about what CRM is and whether your business needs it, look no further. We’ve put together an overview of what CRM is, how it works and the potential it has to benefit businesses of any size. Below you’ll find the basics to help you decide whether your business needs to invest in CRM and what they might look like in action.
What does CRM stand for?
CRM stands for customer relationship management and it does exactly what the name suggests, it helps you manage your relationship with your customers. This relationship is a complicated and delicate one, often different for each business, employee and customer involved. Naturally, good CRM software is usually just as complex and unique in its design.
Who needs CRM software?
Businesses of any size can benefit from using CRM software. Whether you’re a one-man operation looking to digitise your rolodex, a growing company needing to share customer records between new employees, or a large company taking advantage of sophisticated inbuilt analytical tools, CRM software is a great choice. There are countless options available to businesses whether they are buying a package or having custom software built.
How does CRM software work?
CRM software gathers, organises and utilises customer information in order to improve and maximise business and the customer’s relationship with a business. This information can be gained when entered manually by employees, when input by customers signing up for a membership, gathered at checkout during online transactions, or during in-store transactions if you know the customer or they use a loyalty card.
How do I use CRM software?
CRM software should fit into how you already work, not the other way around. If your employees primarily work at a desk you may only need a system accessible via PC or Mac, however, if your employees work on the road, on their feet or away from the office, remote mobile access is a must-have feature. Your CRM software should be able to replace or be integrated with your current system so you can get the most out of it. Finally, well designed software should be user-friendly with support offered both during training and as needed down the track.
These are the basics of CRM, but it barely scratches the surface as to what these software systems can truly do when put to full use. Whether choosing ready-to-use software or having CRM software custom designed specifically for your business, it’s a good idea to speak to an expert. They will be able to assess your business’ needs, answer any questions you may have and offer advice on the best option to choose.
