What is a CRM? The Essential Guide to Customer Engagement

CRM, or Customer Relationship Management, is very much at the core of every company's operations; it is the system that captures all the data and information needed by the company to sustain an efficient and profitable ongoing business operation.
A CRM software can be used to track and manage interactions with customers, team members, or suppliers, including finding new prospects, closing deals, and providing customers with support and other services throughout the relationship.

Key Takeaways

Many modern CRM systems also connect to external sources in order to provide up-to-date real-time customer information when interacting with or dealing with the customers' enquiries and requests.

This allows the company employees - everybody from the back office marketing team to the front line sales staff, to use the real time data available in CRM for the purposes of formulating marketing plans and strategies for ongoing and future sales and marketing efforts, as well as servicing of existing customer base, which ultimately leads towards building a strong loyal customer base in the long term.

Why do companies use a CRM?

CRM is used for a variety of reasons, but the overall aim is usually to improve customer experience and boost sales.
Key functions of a CRM:

1. The ability to consolidate all of your customer information in one place. Using a CRM platform, you can create a single point of reference for all departments instead of communicating information to them individually.
2. With a CRM, you can keep track of all past interactions with customers if they regularly connect with different members of your company.
3. A CRM also enables you to track the performance of your sales team, set their target, monitor their progress and rewards them with commissions based on pre-set commission rules.
4. Additionally, a CRM enables you to manage your financial transactions with your customers, create sales orders, contracts, issue invoices, payments receipts and account statements.

 

How can a CRM help your business?

Using a CRM applications has proven to be effective in the following areas:
 

How can Episcript’s help you with your CRM needs?

At Episcript, we strongly believe that no two businesses are similar, hence, every customer deserves a CRM that is specifically designed to the way they operate their company so that they can get the maximum results out of it.

Before starting to devise your CRM, we will ask you various questions to clearly understand your challenges and the method of your operation.

We also make recommendations to you as to what modules would be beneficial to you based on our extensive experience of building systems.

We will look objectively into how the current processes is servicing your needs in order to improve on it, and decide on what specific modules and features are needed to set up a complete an effective CRM.