Customer Relationship Management. CRMpptx

Course in CRM techniques

1. Customer Relationship Management Hisham Sharaw y

2. CRM Definition CRM stands for customer relationship management, which is a system for managing all of your company’s interactions with current and potential customers. The goal is simple: improve relationships to grow your business. CRM technology helps companies stay connected to customers, streamline processes, and improve profitability.

3. Understanding CRM  Elements of CRM range from a company’s website and emails to mass mailings and telephone calls. Social media is one way that companies adapt to trends that benefit their bottom line. The entire point of CRM is to build positive experiences with customers to keep them coming back so that a company can create a growing base of returning customers. Increasingly, the term “CRM” is being used to refer to the technological systems that managers and companies use to manage external interactions with customers. It is useful at all points during the customer life cycle, from discovery to education, purchase, and post-purchase.

4. Benefits of CRM A CRM system helps businesses organize and centralize their information on customers, allowing for easier access and customer support. Businesses use CRM systems to optimize sales and marketing and improve customer retention. Data analytics is also much easier, where businesses can track the success of various projects or campaigns, identify trends, infer associations, and create visually intuitive data dashboards.

5. Why is a CRM system important for your business? Doing business has become complicated. The average organization uses over 1,000 different applications — but less than 30% of these apps are integrated. To stay ahead, your company needs to be centered around your customers and enabled by the right technology. But getting up-to-date, reliable, and actionable information can be tricky. How do you translate the many streams of data coming in from sales, customer service, marketing, and social media into useful business information? With a CRM solution, of course. Here are just a few reasons a CRM is important for your business.

6. A single source of truth Customer relationship management software can give you a clear, unified customer profile — a single, simple, secure, and customizable dashboard with a customer’s purchase history, order status, outstanding customer service issues, and more. This information can be invaluable, especially since 70% of customers expect every representative they contact to know their purchase and issue history. Whether they’ve previously reached out via phone, chat, email, or social media, a single source of truth ensures everyone at your company can provide the expected level of service.

7. Cost savings Having a single source of truth doesn’t just benefit customers. It keeps companies organized and focused on revenue-driving activities. Sales teams generate a flood of data while talking to prospects, meeting customers, and collecting valuable information. If all that information gets stored in handwritten notes, laptops, or inside the heads of your salespeople, there can be serious cost implications. Details can get lost, action items aren’t followed up on promptly, and customers get prioritized based on guesswork rather than data. And if someone leaves the company, unless their contacts and notes are saved in a CRM, that information — and business — may disappear along with them. A CRM means less administrative work… and more time to focus on driving sales.

8. Connecting all your teams A CRM brings your teams together, sharing information that makes everyone’s job easier. For example, marketers can use CRM tools to manage campaigns and lead customer journeys with a data-driven approach. CRM software provides visibility into every opportunity or lead, showing you a clear path from inquiries to sales. Then, commerce teams can serve up personalized offers on your website, while customer service already knows a customer's history if they reach out with questions

9. Increasing productivity with AI Some of the biggest gains can come from combining CRM with the power of AI. Doing so enables you to quickly pull together everything you know about a customer, which can be used to personalize every interaction. Having this level of knowledge makes every employee even smarter and more productive. It equips them with insights to make more accurate predictions around forecasts like quarterly sales targets, ecommerce sales, or the best time to send a marketing email. Generative AI can help speed up tasks for teams across your business, too. Labor-intensive tasks like drafting sales emails, crafting marketing messages, and writing or localizing product descriptions can now be done in a matter of seconds

10. Centralized data Operating without a CRM is like putting on a blindfold before working your way through an obstacle course. A CRM takes your customer data and uses it to paint a clear picture of your customers and what they are looking for. Here are some of the biggest benefits to using a CRM for your business.

11. Audience segmentation for targeted leads and Clear prioritization CRM systems make it simple to break down audiences into smaller segments so you can target them more effectively based on their preferences, behaviors, and past interactions. Doing this manually would be time consuming and could lead to segmentation based on the wrong characteristics. Without a CRM, all of your leads can start to run together — leaving you unsure of where to place your time and resources. When you use a CRM, you’ll be able to quickly tell which leads you should focus on, and which aren’t quite ready for a sale.

12. Greater customer personalization A CRM is essentially a supercharged engine for making personalized customer experiences work. Developing personalized experiences at scale requires a centralized and connected data foundation. And with the right CRM your system will be future-proof, allowing you to continuously evolve to provide the experiences your customers want

13. Time-saving automation CRM programs offer various tools for automation, such as a calendar reminder system, data capture across platforms, response-triggered email funnels, internal chat integration, and customer interaction — especially with calls made from within the system. There are also capabilities for lead capture and management and marketing automation.

14. Better follow-up with customers A CRM helps marketing and sales teams follow up with potential customers more effectively. When your teams are equipped with the data they need, a clear picture of who they’re talking to, and an accurate assessment of where a lead is on their journey it’s easier to reach each customer with the most effective messaging and timing. In this way, CRMs can help keep leads in your sales funnel and prevent you from reaching out too soon or letting a lead go cold.

15. CRM challenges For all the advancements in CRM technology, without the proper management, a CRM system can become little more than a glorified database in which customer information is stored. Data sets must be connected, distributed and organized so that users can easily access the information they need. Companies might struggle to achieve a single view of the customer if their data sets aren't connected and organized in a single dashboard or interface. Challenges tracking the customer journey also arise when systems contain duplicate customer data or outdated information. These problems can lead to a decline in customer experience ( CX ) because of issues such as long wait times during phone calls and improper handling of technical support cases. CRM systems work best when companies clean their existing customer data to eliminate duplicate and incomplete records before they supplement CRM data with external sources of information.

16. Key features of a CRM