When a company has many clients, sales managers may lose relevant correspondence and not have time to respond to new requests in mail and social networks. Clients wait a long time for an answer, and then go to competitors. In order not to lose leads and effectively work with existing customers, companies use crm for startups.
CRM is a program that helps to organize sales. In it, you can maintain a contact base, set up a sales funnel, set tasks for managers, monitor their work, respond to incoming requests from any source, call customers, send them letters and messages on social networks and instant messengers.
We talk in detail about what a CRM system is for and how it helps a business to increase sales and profits.
What is a CRM system and what business tasks it solves
CRM – Customer Relationship Management – is translated as “customer relationship management”. It is a program that helps a business not to lose orders, keep a history of work with clients and simplify the sales process.
This program collects applications, reflects the process of interaction between managers and clients, and all information on transactions.
A business needs a CRM system to solve the following tasks:
- collect a client base;
- build communications with clients;
- manage sales processes.
1. Collecting a customer base. Customer and transaction data is stored in CRM and will not be lost if the manager quits or deletes letters in the mail.
The customer base can be viewed as a list, where the customer’s name and contact information, such as phone number and e-mail, will be immediately visible. You can also use filters to unload customer contacts that match the required criteria – for example, those with whom you haven’t communicated for a long time or who bought a certain product.
2. Communication with clients. CRM collects requests from customers from all sources: from phone, mail, instant messengers, social networks, website, chats. It is convenient: managers do not need to open many applications and sites, look for passwords and monitor new requests; they receive all messages and calls from customers in one program, so they answer quickly and do not miss new requests.
And if you connect a chat bot to the analysis of incoming requests, then the manager will not have to answer each request manually. This will reduce the role of the human factor, making the response to any chat instant.
By name, phone number, e-mail or the source of the application, for example, we know that the client wrote to us in Telegram. In CRM, you can quickly find the history of the client, if he has already contacted. This helps you avoid asking questions again and saves time on consultation.
If the client called and then wrote in the chat, the entire history of the correspondence will be in one card. All comments that colleagues left on the application will also be here.
3. Sales process management. Low cost crm systems help managers plan tasks, communicate with colleagues and optimize their work. With CRM, managers can make appointments, set reminders, and send documents to customers. Typical processes can be automated: CRM will remind the manager when it is time to call back, and the client will send an SMS that his order has been received.
You can also customize the scripts of the sales funnel and determine what actions managers perform themselves, and where the system automatically creates a transition to the next step of the funnel or performs some action. For example, the system will send an invoice to the client when the manager sets the status of the transaction “For payment”. Or it will start showing targeted ads on social networks after filling out the questionnaire. Tracks the return of the client to the site – and at this moment sets the manager the task to call.