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Everything you need to know about CRM (Customer Relationship Management)

Customer Relationship Management (CRM) is a powerful tool that helps businesses of all sizes improve their interactions with customers. It is a collection of integrated software tools that manage and track information about existing and potential clients, providing teams with valuable insights to streamline operations, increase efficiency and maximize customer connections and sales leads. CRM is essential for businesses looking to build stronger relationships with their customers, increase loyalty and retention, and ultimately drive profits. In this blog, we will explore:

What is CRM and what is it used for.
The importance of CRM
Who benefits from CRM
Where to find the best CRM system.

Let’s get started!

What is CRM and what is it used for
First, let's delve into what CRM is and what it is used for. A CRM system is a centralized location for storing customer data, including contact information, purchase history, and communication history. This data is collected and integrated, allowing teams to quickly find and share up-to-date information, streamlining operations and increasing efficiency. In the past, companies tracked customer-related data using spreadsheets and other manual methods, which were often siloed and not easily accessible. Today, CRM systems automate this process and provide a wealth of information that businesses can use to improve their customer relationships.

The importance of CRM
CRM helps businesses build a relationship with their customers that, in turn, creates loyalty and customer retention. Since customer loyalty and revenue are both qualities that affect a company's revenue, CRM is a management strategy that results in increased profits for a business. At its core, a CRM tool creates a simple user interface for a collection of data that helps businesses recognize and communicate with customers in a scalable way.
CRM helps businesses learn about their customers, including who they are and why they purchase your products, as well as trends in customers' purchasing histories. From sales processes to marketing campaigns and business analytics as well as customer data, CRM automates and streamlines these processes for businesses.

Who benefits from CRM
Take a closer look at how a CRM system helps benefit your individual business teams.

1. Marketing teams
Improve your customers’ journey. With the ability to generate multichannel marketing campaigns, nurture sales-ready leads with targeted buyer experiences, and align your teams with planning and real-time tracking tools, you’re able to present curated marketing strategies that’ll resonate with your customers.
As you gain insights into your brand reputation and market through customized dashboards of data analysis, you’re able to prioritize the leads that matter most to your business and adapt quickly with insights and business decisions fueled by the results of targeted, automated processes.

2. Sales teams
Empower sellers to engage with customers to truly understand their needs, and effectively win more deals. As the business grows, finding the right prospects and customers with targeted sales strategies becomes easier, resulting in a successful plan of action for the next step in your pipeline.
Building a smarter selling strategy with embedded insights helps foster relationships, boost productivity, accelerate sales performances, and innovate with a modern and adaptable platform. And by using AI capabilities that can measure past and present leading indicators, you can track customer relationships from start to finish and automate sales execution with contextual prompts that delivers a personalized experience and aligns with the buyer’s journey anytime, anywhere.

3. Customer service teams
Provide customers with an effortless omnichannel experience. With the use of service bots, your customer service teams will have the tools to be able to deliver value and improve engagement with every interaction. Offering personalized services, agents can upsell or cross-sell using relevant, contextual data, and based on feedback, surveys, and social listening, optimize their resources based on real-time service trends.
In delivering a guided, intelligent service supported on all channels, customers can connect with agents easily and quickly resolve their issues, resulting in a first-class customer experience.

4. Field service teams
Empower your agents to create a better in-person experience. By implementing the Internet of Things (IoT) into your operations, you’re able to detect problems faster—automate work orders, schedule, and dispatch technicians in just a few clicks. By streamlining scheduling and inventory management, you can boost onsite efficiency, deliver a more personalized service, and reduce costs.
By providing transparent communications with real-time technician location tracking, appointment reminders, quotes, contracts, and scheduling information, customers stay connected to your field agents and build trust with your business.

Where to find the best CRM system
So, you’ve read all the blogs, asked all your friends, and did your research. What’s next? Let’s find the best CRM system for you. What better way to save, enhance, and upscale your business rather than Microsoft Dynamics 365, the next generation of intelligent business applications that enable organizations to grow, evolve and transform. Dynamics 365 unifies ERP capabilities by delivering new purpose-built applications that work seamlessly together. These applications help manage specific business functions across Sales, Customer Service, and Marketing.

Book your free demo and discover the capabilities of Microsoft dynamics 365 with us Coders!