“On average, annual sales and marketing expenses average from 15% to 35% of the company’s total costs. So automation efforts for more sales effectiveness are absolutely necessary. Sales of businesses that successfully adopted CRM increased from 10% to more than 30%.

Viewing: What is Crm

_ As reported by Harvard Business_

For most businesses, the most important and most valuable asset is their customers. The customer experience or perception creates a lasting competitive advantage for the business.

CRM was born to help customers have a great experience, helping businesses improve business efficiency.

So what exactly is CRM? Let’s find out the detailed answer in the article below.

Table of contents

I. What is CRM

?III. What is the CRM process and what steps does it include? IV. What are the benefits of CRM software?V. Epilogue

I. What is CRM?

CRM stands for the English word “Customer Relationship Management” which roughly translates to customer relationship management. It is simple to understand that businesses manage interactions with customers thereby forming business relationships.

What is CRM?

1. Audience that CRM System aims at

Customers are at the center of all business activities.

II. Why should businesses optimize CRM model

?What is a CRM model?

The CRM model is a customer care and management process to help build strong business relationships.

By understanding what the CRM model is, businesses will accurately grasp the needs of customers and devise strategies to retain them. Customers have a good experience, they will buy from the business. Corporate profits will be generated from there.

The biggest advantage of the CRM model is the ability to connect and update information immediately according to the latest technology. It helps managers to make decisions almost instantaneously with any changes in business operations.

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III. What is the CRM process and what steps does it include?

A CRM software system helps manage customer information data as well as track the work of employees in the business. Depending on the needs of different businesses, the requirements for the CRM process change.

But in general, the CRM strategic process of most businesses revolves around customers according to the following 5 tasks:

1. Sales consulting (CRM Sales)

The first but also extremely important step in the CRM process is implementing Sales activities including: Sending mail, Calling, Quotation, appointment scheduling, contract signing, payment transactions, debt reporting …

2. Communication (CRM Marketing)

CRM Marketing helps businesses save time in classifying customers, taking care of customers in groups, promoting customers through Marketing Automation tools such as: Email marketing, SMS marketing…

The process of applying the CRM system to the business

3. After-sale service (CRM Services)

The customer care plan aims to motivate users to repurchase products and extend services by activities such as discounts, gift giving, and sending congratulatory letters on holidays…

4. Customer set analysis (CRM Analysis)

Analyze customers to have the right approach (Sales), to optimize Marketing and Services activities. CRM helps businesses categorize detailed customer groups by: Needs, Interests, Geographical location…

5. Collaboration between departments and partners (CRM Collaborative)

If in normal businesses, each department is a separate part, making the information flow sometimes not smooth and delayed.

For CRM, the departments are closely linked with each other, all employees are connected to share visual data information quickly. Since then, the business’s customer care service is also more effective.

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IV. What are the benefits of CRM software?

Currently, CRM software such as SalesForce, Zoho, HubSpot, CRMVIET, … are all very advanced to help businesses automate many stages in connecting Marketing, Sales, and Support departments more easily and scientifically. Crm can track the entire customer journey from when they are a Lead (Leads) to becoming a customer (Customer) with many advanced features such as Automatically sync data from FaceBook, Website, Call Center to Crm and then automatically send Automation Email, Sms to nurture leads automatically….

Crm can also automatically record feedback via Survey and create statistical charts, customer analysis charts and many other advanced features to help businesses manage and interact with customers easily. more professional

Using CRM software will help have the following benefits:

1. CRM helps improve customer contact management

Every call, question, negotiation and touchpoint with a customer is recorded in history. That will help the whole sales, marketing and customer care team Improved tracking of sales progress and customer history.

2. CRM helps to enhance cooperation between teams and departments

A CRM system allows different departments to work together with the Project module. A sales team can coordinate with the product team to provide a quote for a specific size.

In a Marketing campaign, Sales staff have more information, more creative ideas about the script when communicating with other departmental staff.

3. CRM application in improving work productivity

CRM helps to reduce administrative tasks such as email tracking and meeting management tracking. CRM software helps to send emails quickly, open rate statistics, click rates right on CRM.

From there, sales staff will immediately have a call right after the customer has just opened the email. Customer service can learn a lot about customer behavior from the history stored in the CRM before initiating a customer service call.

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4. Support CRM system for Business Managers

Sales Managers analyze customer data, track sales activities, access opportunity reports, access from anywhere via mobile app as soon as information is needed, and provide sales teams with sales data Orders are updated in real time.

Manage the sales process from the time it is a prospect, then the potential is ranked by the CRM system according to the level of purchase potential, and then to the step of closing the sale.

5. CRM software helps forecast business activities accurately

Data from a single, unified source. The CRM system makes it easier for managers to make accurate forecasts. Sales teams can forecast future sales from past data, while predictive analytics brings insights from Big Data to forecast future customer behaviors. future.

6. Trusted Visual CRM Reporting

CRM provides an overview of the sales process so it is easy to spot potential problems and take note of them. The data system reports statistics on conversion rates, sales, KPIs making the reporting system more intuitive and objectively viewed from many directions than ever before.

V. Conclusion

Everyone knows: Customers are the center of all business activities. They greatly influence the existence and development of the business. Do we need to manage customers effectively???

CRM is a great solution for your business to manage customers best and most effectively. With CRMVIET’s full and detailed article on what is CRM, you will surely understand the role of CRM with your business.

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With a competitive market like today, CRM is an effective tool for your business to improve sales efficiency and improve business in the 4.0 technology era.