Among the most vital factors for a business to work out is effective communication. You will need to invest in software with the right CRM feature for your business.
Without customers, let us put it bluntly, you have no business. You need to cultivate a solid relationship with your customers and that is where Customer relationship management (CRM) comes in.
What is Customer relationship management (CRM)?
Customer relationship management (CRM) can be defined as an approach to manage a company’s interaction with current and potential customers using data analysis about customers’ history with a company to improve business relationships with customers, specifically focusing on customer retention and ultimately driving sales growth. The right CRM feature helps companies stay connected to customers, streamline processes, and improve profitability.
For very many businesses, their most valuable and important asset is their customers. In the early days at a lot of companies, the details about those customers — who they are, how they’ve interacted with your organization — are spread out in many different places. The CEO’s brain, a sales rep’s inbox, the accountant’s stack of invoices.
Why You Need CRM
It is increasingly becoming clear that Small and Medium Enterprises (SMEs) need CRM or adopt apt customer relationship management because of the factor of life that is change.
Different businesses have different needs, especially when it comes to their size. Generally speaking, the larger your business gets, the more features you’ll need, and the higher the requirements for the solution performance become.
CRM software for small businesses usually means CRM Feature as a lightweight solution containing only the features needed by the business and designed for a small or midsize customer database.
CRM software offers three major benefits for your business:
- Easy access to customer data. Customer relationship management systems include searchable databases that allow users to access client and prospect information during meetings. These CRM features let users sync information across multiple devices, providing the most up-to-date customer information from any access point.
- Streamlined processes through automation. CRM Software should allow for a CRM feature that helps standardize workflows and processes associated with sales, marketing, and customer support to improve coordination between these teams.
- Actionable insights into business performance and customer behavior. Some CRM software vendors offer analytics functionality, where users can create customizable dashboards and reports based on customer data. These reports help in segmenting customers, tracking revenue, and managing personalized campaigns.
The Important CRM Features (s)
1. Workflow Automation
There are many repetitive tasks which if done manually would consume a lot of time reducing efficiency. A CRM feature with automation will help eliminate the need for manual repetitive tasks.
Some of the most common applications of workflow automation are marketing automation, sales automation, account management automation, and support automation. All these will make your business hours more productive and fruitful by finishing routine tasks for you.
While you’re shopping for software, consider how much automating repetitive tasks within the sales funnel would free up team members to complete more nuanced tasks. Is that benefit worth the extra cost? That is a CRM feature worth looking into.
2. Document Library
Every business is going to use documents i.e PDFs, Invoices, Excel sheets. Changes need to be made to keep these documents up-to-date. These need to be in a central and easily accessible area where you edit and share with the relevant people in your organization.
If this CRM feature is present, it allows your company a centralized library of company information, and also ensures each staff member is using the latest documentation.
3. Social Media Integration
If you are looking to upgrade or you’re just starting, you want marketing CRM software with social media integrations.
With social integrations, blog posts and community outreach can now be automated. Your business will want to take full advantage of this strong feature. If you’re running around the office, bogged down in work, or at a meeting, and a social media presence is key to the success of your business, there’s no way you’ll be able to keep up unless you take advantage of the scheduling features that often come with these integrations.
4. Email Integration
Automated email engagements are another important CRM feature that cannot be excluded from Marketing CRM software. To stay on top of what your customers are doing and looking at, personalized emails need to be sent out regularly to ensure there is a constant connection.
With the Email Tracking feature, you have complete knowledge about who opens the emails, when they open them, and whether they clicked on any links that were attached to the emails.
Check Out Google Email Tracker.
With access to real-time information, you can act instantly while the leads are still hot.
5. Mobile App
Whatever provider you choose for your business, they should have a mobile app by this point. A lot of work is done remotely, and chances are high, you won’t always be in an office.
Meetings most likely take up the majority of the day, which means you’re always on the move. Mobile apps allow business owners to check how many people visit their site, how many people are responding to emails, if teams are sharing posts on social media, and any other customer data. There are tons of features to look for in mobile apps, so make sure to find the company with the app that best suits your offsite needs.
Get routine summary reports of sales figures or sales rep performance (e.g., on a daily, weekly, monthly, etc., basis).
Key considerations: With reporting and analytics functionality, you gain the ability to run reports based on factors like geography, funnel stage, and even individual sales team member. This kind of detail allows you to effectively troubleshoot problems as they arise and maintain an in-depth understanding of your entire sales process.
7. Cross-Device Support
Today’s business teams perform work across multiple devices. For instance, a sales rep spends most of their time visiting clients, so their lifeline to the office is their mobile phone. Therefore, access to the CRM on mobile phones and tablets, in addition to desktop computers, is a must.
If sales reps have to be in the office to enter every customer contact and update their sales activities, it reduces the likelihood that these updates happen promptly.
Even if the CRM doesn’t include a mobile app, it should still be accessible via a mobile web browser to allow updates to happen in real-time.
8. CRM Integrations
Marketing CRM software should be able to integrate with sales CRM software. The two kinds of software are similar in several ways, but sales CRM software can fill in the gaps and work in conjunction with marketing automation tools to give business owners the most well-rounded interpretation of who their customers are, what they want, and what their business can do to improve sales.
9. Customization capabilities
Most CRMs allow for a degree of customization. Look for this customization ability to extend beyond simple dashboard or template tweaks, and into making changes to the abilities inherent in the CRM. This includes the option to integrate software you are currently using, like Mailchimp for email marketing.
And if your company is tech-savvy or includes a team of software developers, you should be able to add custom tools, features, or workflows built by your team into the CRM.
This degree of customization allows your company to tailor the CRM to meet the specific needs of your organization or business model.
10. Template Library
Templates are pre-built content that helps you kickstart tasks like an email or blog post. Using the template library included in a CRM streamlines your work and accelerates task completion. And the templates are customizable to meet your specific needs. This is a very time-saving CRM feature.
Templates address a wide range of scenarios as well. Some CRMs can even become project management tools through the use of templates.
As a result, templates can not only accelerate task completion, but they can replace the need to purchase additional software.
The CRM feature you get will depend on the CRM Software you zero down to but while making the choice, you should look out for the aspects that will make it easier for you and your team to work, and improve efficiency. The different CRM Software and tools have different functionalities. These are meant to address what business owners and marketers think will best serve their customers.
MonkeyPesa joins the industry of Customer Relations Management with a ready-made CRM Software that helps streamline everything from Leads to Deals, Accounts, and contacts.
MonkeyPesa is genuinely built for Sales teams. It is simple but well streamlined and organized.
This CRM Software allows for the integration of services like Email Marketing, SMS, and Social Media marketing and customer support, all in a single business system. You can contact us on or by a phone call or WhatsApp +256757537658
Subscribe to the YouTube Channel for News and Shows on Tech and Business in Africa https://www.youtube.com/channel/UCm2GHNQ69dtHScOcC2ngqJw
Subscribe to newsletter: HERE