What are the main benefits your business hopes to achieve using CRM?
A 2012 survey by TechNewsWorld asked more than 500 organizations ‘What are the main benefits your firm hopes to achieve using a CRM?’ found that the benefits of CRM technology can benefit almost any business in several different areas:
What are the main benefits your business
hopes to achieve using CRM?
In fact, it’s hard to think of another business-related technology that’s as versatile and pays as many direct benefits, as CRM.
Here’s a look at 8 ways CRM
can benefit your business:
1 Improve decision making
CRM sheds light on crucial information and business owners/ management can benefit from detailed reports that forecast sales, measure service activity and track business performance .
2 Access real time data
Key data is no longer anchored in the office. CRM can give mobile employees instant access to centralized, real time data to customer histories, pricing information, customer contracts, mail history and inventory from any location on any device .
3 Provide enhanced sales tools
Businesses can use CRM to drive shorter sales cycles and improve close rates with software that nurtures lead and oppor-tunity management. Organizations can also use
the technology to create workflow rules, automate sales
processes and streamline order management .
4 Improve call–center service
CRM technology enables employees to quickly assign, manage and resolve incidents with automated routing, queuing and escalation .
5 Identify repeat customers
CRM applications can enable call-center agents to
auto-matically identify phone calls from past customers, instantly recalling data from the CRM system . This opens up the oppor-tunity for cross-selling and suggesting alternative products .
6 Enhance productivity
With CRM, sales and marketing functions can be seam- lessly integrated . By storing key business data, users can quickly gain access and share information, helping them boost business productivity .
7 Secure customer loyalty
Employees with detailed CRM information have the data and processes required to know their customers, allowing them to form individualized relationships . This type of business to customer bonding can boost customer satisfaction and maxi-mize profits.
8 Drive marketing strategies
By accessing customer purchase history and buying behavior, marketing teams can now tailor promotions
and target a specific segment upsell/ upgrade customers
and increase conversion rates
As you can see, a CRM system has many great benefits which are not limited to the eight reasons above. Ultimately, a CRM system helps you to attract and retain customers. How are you doing this today and how is the technology supporting this?
Mobile CRM or mobile customer relationship management is a CRM tool designed for mobile devices including smartphones and tablets.
By connecting through mobile CRM, you allow your sales teams to access customer data through a CRM mobile app or through a web-based browser with cloud CRM.
Why mobile CRM matters
Traffic from mobile devices continues to grow and in fact, mobile traffic is growing so fast that in some places, it has already surpas-sed desktop traffic.
One of the key conclusions from the latest Internet Trends Report is that 25% of all internet traffic is now from mobile, which is up from 14% from last year and up from 4% in 2011.
As mobile adoption continues to grow and organizations become more flexible in work arrangements to their employees, traditional desktop applications such as
CRM are moving into the mobile space .
Users and customers both expect information to be updated in real-time, not “when you get back to the office.” And, on average, sales teams spend more than 50% of their work day selling remo-tely. This means that your sales force needs access to real-time information from anywhere around the world .
Mobile traffic as % of global internet traffic = Growing 1.5x
per year & likely to maintain trajectory or accelerate
Global mobile traffic as % of total internet traffic, 12/08 – 5/13 (with trendline projection to 5/15E)
25 %, 20 %, 15 %,10 % , 5 % , 0.9% , in 5/09 , 2.4% , in 5/10 , 6% , in 5/11 , 10% , in 5/12 , 15%
in 5/13 , 0 % , 12/08
12/09 12/10 12/11 12/12 12/13E 12/14E
Source: StatCounter Global Stats, 5/13. Note that PC-based internet data bolstered by streaming.
The next generation CRM
In 2014, an IDC survey to C-suite executives identified CRM
as their “most-wanted mobile app.”
The idea of a business professional chained to a desk to read or respond to email is almost as quaint as a accountant crunching numbers using an abacus . Many business professionals these days don’t work from their desks,
per se, but they’re working while in off-site meetings or traveling on the road . This means that they rely heavily on mobile devices not only for communication, but for work .
The biggest group of road warriors is sales executives and professionals who are mainly out in the field meeting with potential and existing customers and which creates a need for mobile CRM .
Forrester Research found that 53% of companies are piloting, rolling out or currently using smart phone applications for sales force automation .
Yet, with 53% rolling out or piloting a mobile CRM application, it leaves less than half without . In addition, organizations in Europe have been particularly slow to adopt mobile CRM with only 34% of companies having implemented a mobile CRM.
The Gartner Group predicted a growth rate of 500% in 2014
for mobile CRM, and it is tablets that are leading the growth for mobile CRM adoption as 30% of sales organizations have now been issued tablets as the primary device for sales staff.
Has your company implemented a mobile CRM?
70 , 60 , 50 , 40 , 30 , 20 , 10
It’s no doubt that we are in the age of mobility
Five key benefits to implementing
f you’re looking to address sales productivity, sales effectiveness, gain a competitive edge or reduce
the cost of sales turnover, then mobile CRM is something for you to consider .
CRM increases sales force productivity by an average of 14.6%
By having this information available, it will help your sales teams for call planning and preparation and isAccess to up-to-date contact information
one of the key use cases for having a mobile CRM app . Sales teams have access to any information about a client or potential client before they meet in person . This data could include recent email conversations, products recently purchased and current sales status . Your sales teams get to become more personal than ever before .
2 Direct information update
A mobile CRM is a great tool for adding new leads directly into your CRM from anywhere . The sooner
you get a potential lead logged, the better the chance you have of following it up and taking action . Mobile CRM makes all this possible, by allowing employees
to instantly add new information and update
3 Always updated
If your sales team visits a prospect and if something changes regarding an in-progress deal or quote, you can change this on your mobile CRM without the need to wait until the sales force arrives back at the office, keeping your CRM always up to date .
Sales teams often uncover key information about a client during or after a meeting . In order to provide the best service possible, this information needs to
be spread quickly throughout the organization, just in case the client decides to contact you or a member of your customer service team . Things change quickly
in today’s world and you never know when something critical may happen to one of your accounts .
4 Real time reporting
Senior management can access real time sales reports to track business results while on the move and set alerts to be informed instantly for quicker and better decision making when a new deal is closed or sales decline . Instead of quarterly reports, management now has access to up to the minute data that can result in strategies being implemented sooner, rather than later .
5 Increased sales productivity
Another benefit of implementing a mobile CRM is providing sales teams with access to real time customer information while out in the field.
A recent study by Nucleus Research found that mobile access to a CRM increases sales force productivity by an average of
14.6% with a further 3 in 10 mobile CRM users reporting productivity improvement by more than 20%
It’s no doubt that we have reached the mobile age.
Today, many business professionals don’t work from their desks, and instead, they’re working while in meetings or on the road. This means that they rely heavily on mobile devices not only for communication, but for work.
And with this kind of modern-day requirement, having a mobile
CRM strategy is no longer optional; it’s now a necessity.