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Should you invest in Customer Relationship Management (CRM) software?

CRM will help you transform the way your business operates so you are more effective and efficient.

CRM will help you win more customers, keep the ones you have and boost the average order; increasing the lifetime value of a customer and your business valuation. It will also reduce and sometimes eliminate inefficiencies across the business through operational accountability, alignment and insights.

In short, CRM helps a business achieve its goals.

What is CRM?

CRM started as simple contact management software and over the years has evolved into a management tool that organises business operations around the customer lifecycle, from on-boarding to off-boarding and everything in-between.

The core features of CRM include:

  • Contact management
  • Account management
  • Task management
  • Interaction tracking (telephone calls, emails and meetings)
  • Target lists
  • Opportunity management
  • Lead tracking
  • Referral management
  • Marketing campaign management
  • Pipeline forecasting
  • Personalised dashboards
  • Workflows and automation
  • Product level quotations
  • Mobile access

CRM will also integrate into other systems such as email, SMS messaging and marketing automation, empowering the business and saving time and money.

What does CRM cost?

How much your business pays depends on how many users you need; cloud systems vary from free to £75 a month per user plus a one-off for set-up, training and add-ons.

Depending on your situation you may also need to invest in a sales and marketing resource to get the full benefits from the CRM.

This can be a significant investment which is why you should only invest in CRM to help you achieve your strategic goals. In this way, CRM become a key strategic initiative and vital to the success of the business. It will also be seen a small part of the total investment to drive your business forward.

Are you clear on your strategy?

Do you know the value of filling the gap between where you are now and where you want to be? If you’d like some input with this get in touch as we can arrange a discovery call to explore your goals.

Image from Flickr by Sean MacEntee

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