TechDogs-A Beginner’s Guide To ''Customer Relationship Management" Software": Part 2

Sales Technology

A Beginner’s Guide To Customer Relationship Management Software: Part 2

By TechDogs

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We all love Alfred Pennyworth, right? For the Marvel fans, he's Batman's butler/right-hand man/ confidant/anything else he needs (and deserves). He gives Batman the best advice in times of crisis and always comes to his rescue just like a good Customer Relationship Management (CRM) Software. Similarly, Iron Man's J.A.R.V.I.S is also a good metaphor for a good CRM Software that is always available to manage your customer relationships.

Coming to the point, CRM Software is the tech equivalent of Alfred and J.A.R.V.I.S for you to manage your customer relationships, only better. In this article, we will learn the key features of CRM Software, how exactly it benefits you and more. Read more!
TechDogs-Creative Image Of Butler-"The Alfred Your Business Deserves And Need"-Customer Relationship Management Software: Part 2
What is the secret to a successful business? One-of-a-kind product? No! Out of the world marketing? No! A kickass team? No! While all we mentioned is important, the secret to a successful business is efficient customer relationship management. DUN-DUN-DUUUUN!!! Managing customers is no walk in the park; it is challenging, time-consuming and prone to human error (cons of working with humans).

Do you think J.A.R.V.I.S (from Iron Man, of course) will make you jump from sales to accounting to marketing, asking redundant questions when all you are calling for is to check your radiator's warranty? Absolutely not, he will patiently listen to your query, connect you with the right people and keep a record of your complaint, all in one effortless flick. We don't have Tony Stark's mind-blowing Artificial Intelligence system but businesses have a close alternative - Customer Relationship Management (CRM) Software! This relationship management software will take the load from your business and sales processes' workload and help your team to manage all contacts, identify customer query and maintain the vibe of positive interactions.

In Part 1 of our Customer Relationship Management Software series, we uncovered CRM Software, how it works, different CRM types and if businesses need one. In part two, we shed light on its key features and benefits and what the future would look like for CRM Software.   

J.A.R.V.I.S? Let us tell them about them all the things CRM Software can do... 

Key Features of Customer Relationship Management (CRM) Software

TechDogs-Key "Features Of Customer Relationship Management" (CRM) Software-2D Image Key Features Of Customer Relationship Management-Contact Management-Lead Management-Customer Service Management-Marketing Management-Sales Force Automation
  • Contact Management

    Your customers can make or break your business; safe to say, the more you know about them, the better you can serve them. The contact management feature of your CRM Software is the perfect aid you need to keep track of all your leads, potential customer, business partners, vendors, team members, suppliers, etc. Our J.A.R.V.I.S. does more than becoming a digital Rolodex; it also stores vital customer information, including email address, email marketing, contact number, purchase history, marketing touchpoints, specific customer notes, invoices and the list goes on. Basically, every time the customer interacts with your business, from any channel (email, call, social media, etc) the CRM notes it down for you in real-time - the perfect recipe based on CRM strategy for you to build a strong customer relationship.

  • Lead Management

    Rule 1: There's no point in beating a dead horse.

    Rule 2: Strike while the iron is hot.

    The lead management feature of the CRM Software basically functions on these two rules. The software gives you the complete picture of your sales pipeline or better known as buying journey, right from the first point of contact and capturing the lead to scoring the lead based on the likelihood of it converting to a customer. In case you are working on multiple leads, each at a different stage in their buying journey, the CRM Software tracks all lead information and gives you crucial information on when to follow up with the lead and filtering out cold leads that might not convert.

  • Customer Service Management 

    A good CRM Software should not only help you obtain new customers but also help you retain the ones you've already won. Many CRM solutions offer customer service tools for assigning and escalating cases, tracking issues and managing customer data, contracts and agreements. It can also be used as a central database to collect and store product expertise so your service team can quickly and easily find the information they need to resolve issues.

  • Marketing Management

    During combat, J.A.R.V.I.S analyzed the enemy's position, strengths and weaknesses and guided Iron Man with the right moves to win. Similarly, the marketing management feature of the CRM Software analyses lead/ customer data such as demographics, online behavior, buying patterns, interaction with other teams, etc. and create targeted marketing campaign based on that data. Putting everything on the table, with CRM Software, you can attract and nurture new leads, market your products and service to a specific set of audiences, upsell and cross-sell your business to an existing customer. Additionally, by integrating with your contact database, some CRM solution allow you to run personalized and targeted email marketing campaigns. J.A.R.V.I.S, you have serious competition.

  • Sales Force Automation

    Imagine what would Iron Man do without J.A.R.V.I.S? Can you imagine him booking his flight tickets or remembering to buy a gift for Pepper Potts? Don't think so because he has better things to do and can rely on J.A.R.V.I.S for such routine tasks. Using the same logic, the collaborative CRM Software automates tedious tasks such as scheduling client appointments, sending follow-up emails, keeping track of client information, etc. How does this help, you ask? The automation feature of CRM Software takes care of all the mundane tasks, leaving you free to build customer relations, nurture leads, close deals, etc. How else do you think Tony keeps creating new tech and saving the world?

CRM Software seems awesome, maybe you should note down its benefits to convince others.

Benefits Of CRM Software

TechDogs-"Benefits Of CRM" Software-2D Image With Characters And Symbols For Reference With Benefits Of Customer Relationship Management Software

Dave is a simple graphic designer running for a small agency in New Orleans, Louisiana. He is looking to purchase new furniture for his office. Now imagine you are running a furniture business; Dave visits your website and submits the contact form, which includes details about his budget, the type of furniture he is looking for, the delivery location, etc. Not to forget the necessary contact details such as his email address and his phone number. Your new lead is created and stored in your CRM system.

The sales automation feature of CRM Software is activated and within minutes, there is an email in Dave's inbox with a link to a video showcasing the company's impeccable work. Lead nurturing has begun. The operational CRM system assigns the lead to Jacob, one of the best sales team representatives in your company. He calls Dave and sets up a meeting to discuss his further requirements, records them in the system and schedules a follow-up call 48 hours later inquiring about his request's status. The first call is followed by an email showing the company's interest in helping and guiding him.

In the middle of the buying journey, if Dave stops responding for a while and indicates that he might as well rent furniture rather than buying or just had a fleeting desire to get the work done, CRM will let Jacob know that the lead has gone cold and not to pursue him and instead focus on more likely prospects.

A few weeks later, if the CRM detects that Dave has revisited the company website, a new chain of remarketing steps are triggered, such as email offering a discount on furniture to make sure he converts to a client.

The goal, aim, benefits, need of CRM Software remain the same - build and maintain strong customer support and lead relationships. The software is all about monitoring lead/client interactions with the company and recording the data for an analytical CRM platform to serve the customers better. The most apparent benefits of implementing CRM Software for your business are:
  • Sales efficiency 

  • Improved customer service

  • Employee collaboration & improved communication

  • Sales and marketing automation

  • Ability to make data-backed business decisions  

What Does The Future Hold?

The present CRMs are perfect but who could stop efficiency from making its way through to the future? Now that a significant chunk of businesses have upgraded from Excel sheet management to the best CRM Software, the need for CRMs to up their ante is higher.

The futuristic idea's seed has already been sowed, as Artificial Intelligence is the next pair-up of CRM Software. Combining Artificial Intelligence with CRM will fuel the focus on conversational CRM systems. Just like the voice assistants on a smartphone, AI-powered CRM could be used to fetch complex CRM data by using voice commands.

Another unbeatable value addition to CRM technology that will take personalized user experience a notch above is Hyper-Individualization, also referred to as 'extreme' or 'deep' personalization. It is an experience that delivers service wherein customer satisfaction and feel valued appreciated because organizations genuinely understand them and realize what they want and how they want it.  
Artificial Intelligence in customer relationship management systems will be one of the primary catalysts of intelligent CRM's growth over the next few years, supported by analytics, business intelligence and machine learning. Buyers will focus on the addition of emerging technologies that enable more compelling customer experience and customer loyalty.  

Till now, you must have realized how CRM tool has made things more manageable with a central memory for every customer interaction, big or small. So, the next time Tony visits his favorite shawarma place, he only needs to give out his contact number and voila! J.A.R.V.I.S of the fast-food chain will have all the details about what shawarma he likes with all the customizations and the only thing they need to do is press "Repeat Order." Talk about a better experience!

Frequently Asked Questions

What benefits does CRM Software offer to businesses?

CRM Software provides a range of benefits that contribute to the success of businesses. Sales efficiency is improved as the software helps in lead nurturing, following up with leads, and filtering out unproductive leads. Improved customer service is achieved through the automation of customer interactions, case tracking, and quick access to product expertise. Employee collaboration and communication are enhanced as CRM centralizes all campaigns and analytics, leading to a better understanding of marketing efforts. The software facilitates sales and marketing automation, ensuring effective campaigns across various channels. Moreover, businesses can make data-backed decisions by utilizing the insights gathered by CRM Software, contributing to overall growth and success.

What does the future hold for Customer Relationship Management (CRM) Software?

The future of CRM Software is promising, with the integration of Artificial Intelligence (AI) being a significant advancement. The combination of AI with CRM will lead to conversational CRM systems, allowing users to fetch complex CRM data using voice commands, similar to voice assistants on smartphones. Another futuristic development is Hyper-Individualization, providing extreme personalization in customer experiences. This approach aims to deliver services that genuinely understand and appreciate customers' needs and preferences. AI, supported by analytics, business intelligence, and machine learning, will be a primary catalyst for intelligent CRM growth in the coming years. The focus will be on adopting emerging technologies that enhance customer experience and foster customer loyalty, making CRM Software an indispensable tool for businesses looking to thrive in a data-driven world.

What are the key features of Customer Relationship Management (CRM) Software?

CRM Software offers a range of features designed to streamline customer management processes. Contact Management is essential, providing a centralized repository for all customer information, including contact details, purchase history, and interactions across various channels. Lead Management helps in tracking and scoring leads through their buying journey, ensuring timely follow-ups and efficient lead nurturing. Customer Service Management tools assist in assigning and resolving customer issues, maintaining contracts, and storing product expertise for quick problem resolution. Marketing Management capabilities analyze customer data to create targeted campaigns, attract new leads, and personalize marketing efforts. Finally, Sales Force Automation automates routine tasks like scheduling appointments and sending follow-up emails, allowing sales teams to focus on building relationships and closing deals.

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