The main benefit of CRM software is to manage your customers in the area of marketing and sales so that your company can deliver a superior , personalized , relevant and helpful customer experience and convert them to customer advocates that will help grow your business.
Key benefits & features :
Generally
Integrated communication with your customers on all channels - phone , email , Chat (social media & website chat ), website and SMS - in short, Omnichannel communication all from one place.. Not on several programs that require you to jump from one program to the next and have several customer contact files in several different programs .
Customer Service
1) Self service knowledge base with articles , chat bots with artificial intelligence : to increase agent productivity by deflecting common requests by customers, thereby freeing up customer service agents for higher level requests and delivering quicker response to customers.
2) Automated AI routing of requests on phone , email and chat . The systems can mange the load and triaging of requests . ensuring that the right person in your company responds to the specific request .
Marketing
1) Workflow automation to develop automated triggered email campaigns based on behavior on the website filling out a form online , opening an email , registering for a webinar. Triggered automation ensures relevant and timely marketing campaigns to the relevant customers.
2) Workflow automation to update customer information automatically based on their behavior - customer lifecycle stage (lead , sales qualified lead , customer , advocate ) , customer engagement score ( to determine what prospects/leads to focus on ) , adding to lists eg. newsletter subscribers .
3) Contact Segmentation - the ability to segment all contacts based on different filters contact properties or website behavior activity like page visits , engagement score all to be used in email and campaigns.
Sales
1) Sales sequences to make sales reps more productive - It is an automation tool for routine follow up activities -send email , task , appointments . Don't lets sales leads fall through the cracks with sales sequences now , you can focus on hgher value leads with more time.
2) Deal pipeline management tool for sales reps - review all deals in in he different stages of the deal and the system will highlight and which deals to focus on given higher probability of success. Helps sales agents get sales leads through the pipeline faster . Identify which stages of closing a the deal is a problem.
3) Sales forecasting and goal setting - with all the deals entered in different stages in the pipeline , managers will be able to get a more accurate real time projected forecast.
4) Sales representatives productivity metrics - the systems records all interactions by sales representatives with the customer - meetings , email , tasks so mangers can see the connection between activity and output. During COVID and even after covid this is a great management tool to review sales representatives and review where they can improve their sales effectiveness and productiviity.