Customer relationship management or CRM has become a huge part of any business setup these days. The term basically refers to the organization of the process of management of customer relationships and providing them with the services and information they need to do business with a company. Since e-commerce is a huge part of most businesses these days, having an automated CRM service is crucial to the growth of a company. So how should you go about offering these services? We investigate.
1. Picking a CRM provider
Instead of trying to develop a whole CRM setup yourself, you should simply hire the services of an established name in the field. Picking a good CRM provider would allow you to incorporate CRM services into your business by simply setting up an account after which you can customize products and get the hang of searching for, navigating, exporting and importing records into your CRM account.
2. Automation of Sales Force
Metrics that keep an eye on the life-cycle of the customer including generation of leads, acquisition of customers, conversion into sales, retention of customers and promoting loyalty help increase sales revenue in the long run.
3. Automation of Marketing
Marketing automation helps make web forms, email marketing and campaign management more intuitive for companies. This helps keep customers updated with the relevant feedback, support and follow up emails.
4. Keeping a Library of Documents
To save storage space and make accessing documents easy, you would need to keep your entire business related document in one place. Of course security would need to be a big part of this setup and you would need to assign administrator privileges to users with the correct clearance.
5. Managing Users
A big part of any good CRM service is to keep track of users that are a part of your company’s accounts. You would need to add users, activate and deactivate them and delete accounts of users who are no longer a part of the company.
When hiring CRM services, you should look for customization options for the home tab, pages, tabs and fields and even templates to trim CRM services to best represent your company.
8. Administration of Data
CRM data administration tools help make the process of ensuring data integrity, its creation and verification simpler which in turn makes maintaining relationships with customers simpler and intuitive.
9. Miscellaneous services
A good CRM service would also provide a bunch of other services like management of workflow through automation, rules for assignment of leads, cases and contacts and sending follow up emails to customers post-sales as well as feedback forms and emails about upcoming offers etc.
10. Customer Support
Customer management and support is an integral part of CRM services. It should include help desk features and a proper knowledge base for solutions to customers’ problems. Being the most crucial element in the CRM setup, you should try to ensure that the knowledge database is as extensive as it possibly can be.