If you’re a business owner, you will understand how important customer relationships are to your success. The customer relationship management (CRM) system is a tool which allows you to keep track of your customers and much more. They are widely used, in fact, 91% of businesses with over 11 employees use a CRM system. Why are they so popular? Because a CRM system makes your business more efficient. In a customer centric environment with multi-channel communications, keeping track of it all is virtually impossible without the right tools. To top it off, customers are becoming more demanding and more sophisticated so maintaining a competitive edge is another challenge.
While CRM software is powerful on its own, integrating your CRM with other tools across your technology stack has the potential to make your life so much easier. Instead of using your CRM as a system that retains customer information, integrating with external tools can bring powerful functionality that the CRM is not capable of on its own.
With integrated telephony and messaging, it becomes simple to track the customer and all their interactions, allowing you to see the full customer journey. Having a CRM as well as other integrated applications allows for processes to be streamlined and reporting to be more accurate.
At the end of the day, customer satisfaction leads the way to growth and success within your business. Investing in a CRM system and CRM integration can make all the difference, leading to happy customers who feel valued, understood and respected.
Some platforms have been designed as a one-size-fits-all solution for many industries, while others have been created to suit a specific industry. Some will offer a large range of external integrations so you can customize to your heart’s delight, others only have a few external applications which can be used. Finding the right system might be a bit overwhelming – but when you find the right one, you’ll see the true value they can bring to your business.
In order to make this process easier for you, we’ve explored the fundamentals of a CRM system in our new eGuide. It covers the benefits CRM systems offer, the range of features you can expect, and how to get the most out of the CRM through integrations. It’s a great resource if you want to get a better grasp of what options are out there, or just want to impress your boss!