In 15 years, CRM has become an essential part of business software that improves customer relationship management. This tool allows you to gather and manage all information related to prospects or customers in a single environment as well as dynamic and real-time management of the entire commercial relationship.
The advantages? Time and productivity savings, significant improvement in the sales approach, better measurement of actions, but also optimization of sales forecasts. In concrete terms, a CRM improves on average: sales by 30%, customer satisfaction by 35% and decision-making time by 38%.
So, is it time to equip yourself? What are the criteria for assessing a need for CRM? What are the steps and key success factors in implementing a CRM?
Gartner estimates that 60% of CRM projects do not meet their initial objectives...one more reason to understand the ins and outs of implementing this type of platform. To address this crucial issue, Salesforce, the world leader in customer relationship management solutions, has just published a free guide that answers all the questions that companies are asking themselves when considering equipping themselves with a CRM.
Is it time to equip yourself with CRM?
The guide is made up of 4 parts to help professionals, step by step, to fully understand the need or no, to set up a CRM solution.
The first focuses on the warning signs of a need for CRM. VSEs and SMEs can often manage their customer relations with different “in-house” solutions, including spreadsheets. However, when the business grows, it is often necessary to optimize all of this, because what made the agility at the beginning causes it to get bogged down because:
– there are too many sources of information;
– there is a lack of visibility;
– producing reporting is long and tedious
– accessing data, especially when traveling, is complicated.
etc.
Without CRM, processes are limited and the lack of visibility does not allow for proper monitoring of prospects and customers. These gaps in the racket represent a real loss of turnover.
The second part targets improving productivity. Lack of time is the main constraint for SMEs. The implementation and improvement of processes enabled by CRM technology frees up time for sales forces while providing them with all the key elements (data, interactions and customer histories, etc.) in a single environment.
Sales pipeline, automation of non-value-added tasks, dynamic databases, etc. if salespeople are underwater, it would be interesting to consult the different productivity levers described in the Salesforce guide. The guide thus dissects how the functionalities of a CRM act on a daily basis on the productivity of salespeople.
From defining the vision to building the action plan and setting up business objectives, the guide describes the major key elements to consider and rely on to develop a viable CRM strategy.
The last part offers 6 recommendations to optimize your ROI when you equip yourself with a CRM. Karen D. Schwartz of CRM Search describes several strong actions to implement when you get your hands on your solution.
From the reflection phase on the legitimacy of a CRM in your organization to your first steps, the complete CRM guide published by Salesforce, the world's leading customer relationship solution, will allow you to fully understand the ins and outs of setting up this type of platform.
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