Customer Relationship Management (CRM) is a word businesses often talk about. It forms an integral part of the day-to-day operations for companies of all sizes. As a business strategy, CRM helps in understanding the customers, retaining them, attracting new ones, and winning new deals. This, therefore, increases profitability, and at the same time, decreases customer management costs.
With the advancement of internet and technology, the latest CRM systems have been introduced with predictive analysis, automation and streamlining of operations. So, let’s look at the importance of CRM, the latest trends and the CRM tools you should be going for in 2020.
What is CRM?
Customer Relation Management (CRM) can be defined as an organized approach for developing, managing and maintaining a profitable relationship with the customers. It’s all about the system of tracking and examining every interaction and communication we have with our customers and clients.
A CRM tool can register the data of all the customers so that you can connect with them whenever required. Thus CRM increases the business profits and customer list and interactions.
→ As per technology experts, one should always use CRM in your business to reach out to your customers to close more deals.
Features of CRM
A robust CRM helps to achieve contact management, Lead Management, Sales forecasting, instant messaging between employees, email tracking and integration with Outlook and Gmail, file, and content sharing and dashboard-based analytics.
Importance of CRM
Sales teams use CRM systems to establish better relationships with customers through the use of personalised data. As a result, the entire sales process becomes more personalised, generating more leads.
Marketing teams make use of aggregated customer information within CRM systems to target audiences more efficiently. It also reduces cost and manual efforts.
Customer support teams use CRM systems for a better understanding of the context of customers’ issues. Gone are the days where you could manage customer data in an excel sheet. The CRM system efficiently serves after-sales, increasing overall customer satisfaction.
Major Types of CRM System
- Enterprise CRM Software
Enterprise CRM software is designed to serve large scale business catering to their different departments. Enterprise CRMs usually have numerous integrated features and even the ability to custom-design new features. It mainly focuses on contact management and automation of sales processes to optimize customer relations. Some also include customer service assistance.
2. Small Business CRM Software
Small businesses working in niche industries have limited budgets. Hence, there are many CRM systems for SMBs coming up. These CRM systems are more process-specific, less complex and more affordable. You can choose to opt for purely a customer service aspect of the CRM that would involve self-service solutions, trouble ticketing, live chat, analytics, and reporting.
Now, that we understand the importance and types of CRM systems, let’s look at our top recommendation for CRM software in 2020 – Creatio (formerly bpm’online).
How Can Creatio Help Accelerate Your Business?
Creatio (formerly bpm’online) forms our recommendation for 2020 it presents an intelligent and unified low-code, process automation and CRM platform for marketing, sales, service and operations automation. It is one of the top players in the market with the most agile CRM system for both midsize and large enterprises.
Creatio aims at accelerating sales, inculcating marketing automation, improving customer service and streamlining operations. We have seen Creatio increase profitability and save customer management and acquisition costs for many companies. You can expect Creatio to manage the complete customer lifecycle, right from lead generation to sales and to after-sales services.
What Does Creatio Offer?
The three integrated products of Creatio can be used separately or as a bundle.
Marketing Creatio is a multichannel application enabling marketers to create and support communication with clients.
Sales Creatio is a sales force automation (SFA) tool that helps with managing the sales cycle from lead generation to customer retention.
Service Creatio provides after-sale services to ensure customer satisfaction.
Creatio also provides a low-code process automation platform in the form of two editions:
- Studio Creatio, free edition: A free software featuring powerful tools to accelerate process design.
- Studio Creatio, enterprise edition: An intelligent low-code platform enabling enterprises to build apps and processes effortlessly.
Technical Requirements for Creatio
Creatio can be installed on-demand as a cloud-based solution or on-site. One can access Creatio using a web browser or the mobile app. Also, Creatio system is both Android and iOS-compatible.
Pricing
FOR SALES:
- Team Package: US $30
- Commerce Package: US $35
- Enterprise Package: US $60
FOR MARKETING MODULE
Starting from $100 per user per month – the price depends on the number of users, emails traffic and active contacts
FOR SERVICE MODULE:
- Customer Centre Package: US $45
- Service Enterprise Package: US $60
For Studio Creatio platform:
- Studio Creatio, free edition: free
- Studio Creatio, enterprise edition: $25
Prime Features:
- 360° Customer View
- Business Process Management
- Collaboration Tools
- Lead Management
- Opportunity Management
- Document Flow Automation
- Mobile CRM
- Analytics
- Contact Centre
- Case Management
- Service Catalogue
- Knowledge Management
Other Features:
- It supports data integration with Social media accounts.
- Lead and Time management with export functions and calendar inbuilt.
- Sales management for business growth and knowledge management library.
- It supports multi-environment with mobile IOS and Android apps.
- Simple, client-friendly interface
- Excellent sales support team.
Conclusion
CRM is no more an optional process to incorporate in your business. According to McKinsey, “Businesses that invest in self-serve technologies see the success of digital transformations grown 2x higher”.
Although every organization is unique in its needs, CRM software like Creatio offers customized solutions suiting all businesses. Try the 14-day free trial: https://www.creatio.com/trial/creatio and explore its powerful capabilities.
