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Even now with the amount of good publicity that CRM solutions have online there are still businesses that feel they would not benefit from using customer relationship management. It can seem that this is a strange way to be thinking when you are in business, but it is still happening. To help the business realise how much they stand to gain by using CRM is good to look at how processes can be altered by looking at using CRM versus not using CRM.
Using CRM:
o Only one software package is needed per user. This means that processes are made more efficient and a great deal of money is saved to not having to buy various licenses the various software programs each year.
o Customer satisfaction is increased as all customer contacts are accurately recorded and can be accessed by any other user when the customer next calls.
o Creating targeted marketing is a breeze, by using one of the analytical reporting tools which are found in CRM solutions is so easy and so effective. Targeted marketing can stand to make all the difference in sales as it generates more profits marketing is not so clearly defined.
o All documents relating to sales and customers can be safely stored in one easy to access place.
o Meetings and tasks can be planned using CRM enhancing efficiency and productivity. Planning tasks using CRM also means that the business owner can check on the progress of the task without having to interrupt those who are involved with it.
o CRM is fully customisable, any changes that need to be made to existing software package can be made both quickly and easily by any user.
Not using CRM:
o Money and time is wasted using different software packages just to complete one simple task.
o Customer contacts are often not noted, which can lead to a great deal of frustration on the part of the customer when they speak to a new sales representative who has no idea about previous conversations.
o Marketing has no direction and campaigns can be a drain on valuable resources which could be spent on other areas of the business.
o Documents are stored on various different software applications, making them impossible to locate and wasting time.
o Meetings and tasks can be put in diaries which can be overlooked and even forgotten, meaning the even more time is wasted as people don"t know what they are meant to be doing and when.
o By using different software packages a business might need extra packages to complete extra tasks, once again this then leads to even more money being spent to provide basic software.
These are just a few of the ways in which using CRM versus not using CRM can make all the difference to a business. Customer relationship management is vitally important and all businesses who want to move forward and have a more profitable and efficient future with customers who return to them time and time again.
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Source by Tom Lina Herry
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