According to a survey by the Sales Management Association , 90% of companies that use a well-structured and guided sales process perform better in prospecting and sales. To achieve this, it is necessary to structure the sales process and use strategies that enable this greater connection between the company and its leads and customers. The main one is CRM.
In this blog post, we’ll explore what CRM is and how it can be structured to help businesses achieve these goals. We’ll look at the main CRM strategies, benefits, and technologies available for implementation, as well as best practices for effective implementation. Stay tuned!
What is CRM?
CRM is a business strategy that helps companies better manage their customer relationships, from acquisition to loyalty, by collecting, storing and analyzing information about customers and prospects.
Information collected by CRM includes:
Customer demographics;
Purchase history;
Website browsing behaviors;
Interactions on social networks;
Customer service records, among others.
This data is stored in a centralized database, which allows all departments to access the information they need to better serve customers.
CRM can be used by companies of all sizes and sectors, including B2B (Business to Business) and B2C (Business to Consumer). The tool can be applied in several areas, such as:
Sales;
Marketing;
Customer Success, among others.
Additionally, CRM can also help companies automate business processes, improve sales team efficiency, manage leads and sales opportunities, track customer service performance, and provide reporting and analytics for decision making.
Discover the types of CRM
The choice of CRM type to be used in your company depends on your specific needs and business objectives. There are three main types of CRM, each with its own characteristics and benefits. They are: Operational, Analytical and Collaborative.
Check out the details about each of them below:
Operational CRM
Focused on processes and automation, it is the most russian phone numbers common form of CRM used by businesses. This type of CRM allows businesses to manage and automate day-to-day operations, including sales, marketing, and customer service.
The main goal of operational CRM is to provide a single view of the customer that can be accessed by all areas of the company. The main functionalities of an operational CRM include:
Sales management: allows you to manage the sales pipeline, manage accounts and leads, generate quotes and sales orders;
Marketing management: allows you to create marketing campaigns, manage contact lists and analyze campaign results;
Customer success management: allows you to track and manage support tickets, manage information about customers and their interactions with the company.
Analytical CRM
Analytical CRM is widely used in data analysis to identify trends, patterns, and business opportunities. With this tool, companies analyze the information collected by operational CRM in order to make more informed decisions.