In any business or company, the most important thing is relationship with customer. This is where CRM and CRM software comes in handy.
A good business needs returning customer. So when they have a new customer from a channel they need to collect information about the customer like who are they, their name, age, sex, which product or services they purchase and what they like, their feedback and review etc. Also there is a need to communicate with them to understand their needs and requirements and expectations. So this is a whole process of collecting leads and acquiring buyer’s information. There is also a need to analyze and research the collected information. This data are very valuable for getting more sales and customer and for the growth of the company. Al the contacts of the customer like their phone numbers, email address should be kept in contacts and also regular communication with them is also important to find out if they need any future services or purchase or if they have any issue with any product. Some time customer service is also needed. That’s why company or organization use different CRM software to keep track on their customer, selling and to store their customer data and contacts to keep connected with their customer and do research. These data are very valuable.
CRM works in 4 stages. These are mentioned below:
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Initiate marketing: This includes the process of generating leads. Marketers use different strategies and channels to produce lead like advertising or social media influence or ranking their website. They also spend money on advertising on different social media platform like Facebook, Twitter, Tumbler, Pinterest etc. From CRM data base they can know how many customers or which proportion of the customer comes from which channel. They can find the ROI( return on investment) of their different add campaigns and find out which one of these channels are having more impact. These data will help them launch more effective add campaigns which will continuously generate more new customers and sales for the progress of the company.
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Process sale: Once after getting the lead, it is time to sell the product. But before that it is important to collect customer information like email address and phone number to keep in touch and sell in future. Email marketing is popular and sometimes making calls to get that sell. In this process it may require several approaches to convince the customer in a positive way to buy the service or good.
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Schedule Order: After finally getting the order or service, it is now time to schedule the order. If it’s a physical product then it is important to make sure when the product will be delivered to the customer and inform the customer about the date. If it’s a service then the customer must know the information expiry date and the renewal time, renewal fee etc.
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Provide support: Sometimes customer might face several issue or problem with the product or service. Some physical product might need to be repaired. So customer support is very essential and it is important to make sure that they get it when they need it.
All these stages of customer relationship are managed by CRM software. There are many CRM software out there and different company or organization use different software.