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10 Ways CRM Software Will Help You Drive Sales and Grow Your Small Business
By Alessandra Ceresa
The success of your small business depends on the satisfaction of current customers, and your ability to generate new ones. In today's competitive business environment, that means you need to know not only who your customers are, but also every interaction they've had with your company.
Imagine, for example, you have an ecommerce business. A customer calls to complain that there were mistakes with his order. Your customer service agent does a good job handling the customer's complaint, and you think you've done a good job keeping that customer satisfied.
But what if this is the third complaint from the same customer in the past 2 months? If your agent knew that, would he have handled the call differently? Would he, for example, have offered your customer a discount on his next purchase, or apologized that it's taken so long to resolve his problem?
What Is Customer Relationship Management (CRM)?
Customer relationship management (CRM) is a way for businesses to maintain all customer data in a single platform, making it easily accessible to your sales reps, managers and marketing team to enhance communications and drive sales. Salesforce defines CRM as follows:
"C-R-M stands for Customer Relationship Management. What is CRM? At its simplest definition, a CRM system allows businesses to manage business relationships and the data and information associated with them. With CRM, you can store customer and prospect contact information, accounts, leads, and sales opportunities in one central location, ideally in the cloud so the information is accessible by many, in real time."
Does CRM Work?
A host of recent studies demonstrate conclusively the business value of CRM. Consider these statistics gathered by Capterra:
The benefits of CRM for your small business are many, including the following 10:
Theoretically, small businesses like yours can succeed without the use of CRM software, but why would you want to take the chance? When you find and install CRM software which has been customized for your business, your customer interactions will improve dramatically, increasing sales and driving both productivity and growth.