If you are the owner of a business or you are sales manager, you probably have heard of the term CRM. But what does that actually mean?
CRM or Customer Relationship Management in simple terms, the CRM system allows businesses to manage business relationships and make decisions based on relevant information.
You must know, that CRM can not cause customer enthusiasm as a use of social networks, CRM is similar, and built on the principles of relationships between people. Of course this is only one of the reasons why using CRM can lead to rapidly growing sales in the company.
Getting to know the benefits of CRM is like the game of big numbers. When a company is established, the number of clients is small as well as the number of employees of course, even then companies use CRM as a strategy they are just not using CRM software. What it means, for example, MS Excel will be used as a tool for collecting and processing informations. It is fairly easy to follow up couple of calls during the day and the same number of offers.
The company is growing, the number of employees increases, and the number of clients is increasing exponentially. It comes into the fact that one employee in sales department daily has 15-20 calls 2-3 meetings, 5-10 offers. When you multiply this by 23 working days a month and 12 months a year, we got an incredible amount of raw data, that we can’t process easy with classic tools such as MS Excel. Now we need software that will help us, and that software is CRM.
Quite offten we can hear ” but we have an information system in the company”. We are using ERP. Of course the use of ERP is necessary, but this kind of software will not help you in the problems above.The reason is because ERP gives you a financial side of the problem, but not social.
We will only ask few questions on which ERP can’t give you answer.
Why this offer did not go through?
Why this item is less sold than other?
How do I know the client’s habits when a commercial agent who is in charge of him changes? …
These and similar information can not be obtained from the ERP system, not because they are bad software, but because it is not their business to give you that kind of information.
CRM allows you to keep track of your clients from the financial and social side. It gives you the information you need for quick decision making. Today, CRM is easily available for both small and large firms. There is a cloud solution and OnSite or InHouse ( in client’s company).