The customer is king and the customer's expectations of companies are high these days. The associated pressure on companies to compete in the market is even higher. But how does a company manage to retain the customer in a sustainable way, without using too much time and resources?
CRM is the keyword.
Unfold your Salesforce potential with our tailor-made solutions.
”CRM” stands for ”customer relationship management” and refers to a strategy or to the focus of a company. A CRM system is a software that is used for the structured collection and central management of customer information. All information from different departments of a company is collected in one system to provide a complete summary of the customer in real time.
Customer-oriented employees from different sections have access to important customer-related data anytime. A CRM system provides a complete overview of the customers. That way, companies can address their customers directly and personally and build a better customer relationship.
A CRM system has different ways of operating:
Which way of operating is best for you depends on your individual needs.
If a CRM system is generally suitable for your company depends on your use cases. In the next section we will take a closer look at the use cases of a CRM system.
The purpose of a CRM system is the setup of the customer relationships in a company, but are the exact use cases in a system like this? Which pain points are solved by a CRM system, and what are the benefits?
At first, we want to talk about the general pain points and the associated use cases and afterwards we want to give concrete examples of use cases of CRM systems in different departments.
1. Low customer engagement
You have struggles with the long-term commitment of your customers?
The complete data collection using a CRM system allows you to personalize your interactions and solve your customers’ problem better. That way you have satisfied and long-term customers.
2. Unorganized information
Several employees working on different files with different tools. As a result, they cannot work well together as a team and data can get lost.
Thanks to a CRM system, all employees are working with the same data on the same platform and are well networking as a team.
3. Complicated tracking & reporting
Tracking interactions with customers and creating reports for your management can often only be done manually, which is very time-consuming.
With the help of a CRM system, you can create reports with just a few clicks and easily understand customer interactions, as all contact details are captured in the system.
4. Inconsistence tracking of leads
External customer appointments can cause the loss of important details until the employee returns to the office. Or he realized that he does not have all relevant data at hand during his appointments.
With a CRM system employees are always having mobile access to all stored data from abroad.
The mentioned pain points and use cases refer generally to companies regardless of the industry or size.
However, the individual departments also have specific use cases for CRM systems.
Here are a few examples:
Marketing: possibilities to automate campaigns and evaluate marketing activities
Sales: leads are easier to find through sorting and prioritization, and sales-relevant data is stored centrally
Customer service: better overview of support cases, customer satisfaction and fulfilment of SLAs
Salesforce is an example of a CRM system with a cloud-based way of operating and consists of different cloud-solutions such as Sales Cloud, Marketing Cloud or Service Cloud. Since Salesforce was founded in 1999, more than 150,000 companies worldwide trust the continuously evolving system.
With the different clouds and built-in tools, Salesforce can meet a wide range of needs and stands out especially through its user-friendly interface. In addition, you’re not tied to specific processes or workflows when using Salesforce, but you can work flexibly. The AppExchange offers you a variety of apps and provides you the additional ability to connect separate apps to Salesforce or develop your own software.
With these different clouds, Salesforce enables all departments of a company to work together on a single platform.
Team collaboration is made more efficient and customer relationships are strengthened. More than 150,000 companies worldwide trust Salesforce. Thanks to numerous integrated tool, Salesforce can also be optimally adapted to your own needs.
Five TOP reasons for Salesforce:
Although a CRM system may not be associated with more than sales at first, we have previously shown that a CRM system can be used in many departments. This also applies to Salesforce. With the integrated, innovative Salesforce Customer 360 platform, the focus is completely on the customer and a seamless customer journey can be created. Salesforce can not only solve the pain points mentioned above, but also offers you many other use cases across all departments.
If you want to learn more about Salesforce and unfolding your potential, please do not hesitate to contact us!
As a Salesforcepartner Actonic offers you detailed Salesforce consulting on many tools that we can configure to your individual needs.
In case you missed the other parts of our Salesforce article series: Here you can find Is Salesforce the CRM system for you? Part 2 & Is Salesforce the CRM system for you? Part 3
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