Many consider CRM to be a magic wand that helps anyone in any single case. Just install a CRM, cast a spell – and you’re good to go. Yet, it’s not that easy even to choose a relevant CRM software, not to mention integrating it into your workflows.
That’s why we decided to carry out research and tell you for sure why businesses need a CRM and who benefits from it.
Disclaimer: this article contains both nerdy statistics and hilarious memes, which many managers would find unsuitable for their staff. Especially during office hours ;)
Why do I need a CRM?
Well, maybe you don’t. At least if you ask this question. Or maybe you just have no idea about the benefits of a CRM. The thing is a suitable CRM system may do a heck of a job for your business. See for yourself:
- CRM helps you store and organize data
- Enhances communication with the customers
- Saves you time by automating routine processes
- Improves email marketing
- Analyses data and generates reports
- Makes your work a fun thing to do, overall
But, well, who are we kidding? It’s about money as well. Cuz as early as in 2014, average returns from a CRM reached $8.71 for every dollar spent. And can you imagine what it has reached so far?
That’s why if you still have a question “Do I need a CRM system?”, the answer is heck yeah, you do! Whichever industry you work in and whichever company represent, a suitable CRM system may benefit your business in multiple ways.
Who needs a CRM system
A CRM is a quite universal software as it can be integrated into almost any department: sales, marketing, HR, customer success, etc.
CRM for a Sales team
Implementing CRM into sales is probably the most common and obvious use case. Yet, it is also the most efficient. As soon as the team starts using a powerful CRM that benefits their sales process, their performance rockets. The system helps them manage leads and turn them into clients, retain customers, and uphold company’s reputation.
Besides, most CRMs provide precise analytics, which may also be applied in different ways. Thanks to analytics, salespeople get a better understanding of which strategies work and which – don’t. This way they may adjust their pipeline and general workflow for the best possible result.
CRM for Management
CRM systems also facilitate the process of managing different teams. Managers benefit from analytics as well as their staff does. They can measure employees’ productivity and see how well they achieve their individual and team goals. It allows them to find new ways of motivating their subordinates as soon as they need it.
CRM for Marketing
If you are surprised to see marketing in here, don’t be. CRM may naturally fit into the workflow of this department, improving lead generation and optimizing remarketing campaigns. And this may be one of the major reasons why startups need a CRM.
But I will let the numbers speak for themselves. According to VB Insight, marketing automation helped 80% respondents generate more leads, while 77% claimed that it also helped the number of conversions increase.
Another benefit for marketing department is improved email campaigns. Some of the CRM systems, for instance, NetHunt, provide the possibility to send out customized email campaigns. Furthermore, the CRM allows users to keep an eye on the engagement rate and the results of any particular newsletter.
CRM for an HR department
Next question is what can a CRM do for Human Resources? One word: a database. In case of HRs and recruiters, CRM works as a huge storage of data regarding employees, applicants, and potential team members.
CRM system may also help them speed up the recruitment process and track staff performance.
CRM for Customer success
In a typical customer support team, none of the employees can be assigned to particular clients. But still, they need to keep track of all customers, their purchases, and issues to be able to respond to incoming requests in the most efficient way.
So what does a CRM do in this situation? It works as a data hub, storing all clients’ records and linking all necessary data. Different CSRs may lead the same client through different sources: email, social media, or phone. Yet, all this information will be automatically linked to one record in a CRM system. It is fast, secure, and saves you a lot of headache down the line.
It has been proved that using CRM systems give CSRs better insight into customer data, thus, helping them increase customer satisfaction and retention. According to Software Advice, 74% of CRM users confirmed its advantages over outdated methods of storing data like Google Spreadsheets, Excel, or notes.
Let’s wrap it up!
If you haven’t implemented a CRM yet, now’s the time to do it! But never chase the most expensive and hi-tech option, better focus on your objectives and your team’s needs. We know for sure that there is no such thing as an ideal CRM fitting each and every company. So, we wish you to find the one you will fall in love with at first sight!