Customer Relationship Management (CRM) is a strategy that ensures that businesses have a good working relationship with their customers. This is important for maintaining loyalty and expanding your client base. CRM has two main elements: First, it provides a singular point-of-contact to the company for the customer. Second, it ensures that the customer is getting wholesome and convenient customer service experience. In order to ensure the smooth functioning of the customer relations department, companies now implement CRM software to make the job easier, speedy, and automatic.

Advantages of a CRM software

No one can deny that it is important to collect client feedback about your product and services and learn and improve from it. A CRM software does exactly the same using data from past client inquiries, complaints, and suggestions. It identifies and understands your client’s requirements and assists you in resolving their issues in a speedy, satisfactory, and timely manner. A CRM software will research your competitors, inspect case studies, and give you suggestions on ways you can improve your service and serve your clients in the best way possible.

Continue reading to know some of the core advantages of CRM software.

1. A better system of information procurement

You need to understand the requirements of your customer’s query to resolve it. Additionally, you need to ensure that the entire process is positive and seamless for the customer. To ensure that you are prepared in case a similar situation arises, the customer interaction has to be documented. It is close to impossible to have a physical file system where all such instances can be stored for future reference. This is where CRM software comes handy. You can visit the large database and go through the customer feedback. Moreover, files can now be stored on the Cloud, you can refer to them remotely as well.

1. Better communication

Using CRM software, you have access to information about the customer’s query and how it can be resolved. Moreover, using CRM software, you can resolve the query in a uniform and timely manner, delivering positive and consistent customer experience. It gets even better, with a CRM software, it does not matter who is assisting the customer since all feedback is procured from a database and replies are given as per a set process.

1. Improvement in customer service

The hallmarks of good customer service are timely resolution, proper communication, and a satisfied customer. This can only be achieved if you are able to resolve the customer’s query in a speedy, non-confrontational, and timely manner. CRM software helps you deliver the above three qualities consistently.

For instance, if a long time customer is facing the same issues repeatedly, a CRM software helps you access the customer’s past information in a jiffy, helping you resolve the issue at the earliest. Also, in an instance, where the query is completely new, you have enough data in the CRM system, in addition, to help from other experienced representatives that can help you look up a solution on customer portals quickly. Thus, your customer service is improved as the customer’s time is saved and the problem is efficiently resolved.

1. Task automation

There are several tasks that the customer is not concerned with directly. These may include forms that need to be filled out, reports that need to be compiled, and addressing any legal issues, among other activities. These might not be instantly related to the purchase by a customer; however, they are quite essential in the overall sales process, as they make a difference if an issue is faced by the customer later. With CRM software in place, all the data can be automatically entered into the system as soon as a purchase is done, and necessary information is passed down the organization. Thus, the details can be simply taken care of by an automation system while human energy can be focused on other activities such as lead generation and closure of deals.

1. Efficiency for multiple teams

CRM software ensures that all the information is stored in one place that can be accessed by as many teams with authority as possible, especially when it is stored on a Cloud. Thus, it reduces a lot of time and resources to share the information with multiple departments in the organization when all relevant departments can simply access the CRM software and get the necessary information. Also, this reduces the chances of human error by any particular department, as well as process, which is automated in the CRM software. Thus, teams can work together seamlessly and contribute collectively to improve the efficiency of the entire organization.

1. Maintenance of data and reports

One cannot stress enough on how important data is in today’s times. There is extreme competition in all industries and one of the most important steps to excel or maintain your leading position is by safeguarding data. It helps you understand your product as well as client and market sentiments. Using CRM software, you can maintain and protect data, which will help your organization in various ways in addition to customer satisfaction. In case you want to know if there is a particular feature of your product or service that clients dislike, the CRM software can put a number on this sentiment and help you resolve it as soon as possible. Thus, moving forward, the product team can take a call whether that specific feature has to be retained, removed, or modified.

Disadvantages of CRM software

Everything related to technology is always in an ever-evolving phase. Therefore, there might be some issues that could need fixing and there might be some disadvantages as compared to the traditional methods.

• Reduction of human intervention

While most people appreciate automation, it might not go down so well in some cases or with some customers. At times, when a problem is not solved for a long time, automation becomes irritable for the customer, as certain grievances require human intervention after a particular timeframe. Even in cases wherein customers are talking to customer service executives, at times, the automation is such that professionals are trained to give specific responses, which might not solve the problem at large. Thus, in such cases where personalization is the only solution, automation may not work, and some scope must be made for human interaction. After all, machines cannot surpass human intelligence in complex situations, at least in the current world.

• Security problems

While we discussed the advantages of data being stored in a central location, it might not be safe in some cases. As data will be accessed by multiple people, there could be a possible threat to security and breach might occur. Moreover, there might be instances when there is a technical failure and you cannot retrieve data from the Cloud without external support. In such cases, you will have to expose your data to external bodies, which might hamper the security of confidential information. Thus, it is always advisable to duplicate data in a location that can only be accessed by trusted employees that can be contacted in times of crisis.

• Familiarity of employees

Although the installation of a new CRM software is quite exciting for an organization, it can also prove to be overwhelming for some people. It completely depends on how well employees who have to work on the software can adapt to this technology. Some employees in the organization might prefer the old process and would be reluctant to switch to a new system. While complete novices can operate these systems, there’s definitely some training needed. Thus, it’s important to ensure that everybody undergoes training to familiarize themselves with the CRM software.

Popular options if you’re looking for a CRM software

Many options for CRM software are available in the market; however, you need to pick the one that best suits your organization’s needs. Also, you need to consider the technical capabilities of your employees and their adaptiveness and buy CRM software with a difficulty level they can easily comprehend. To help you narrow down your choices, here is a list of some of the best CRM software currently available in the market.

1. Hubspot CRM

This one is the leading tool for CRM in the country and its popularity is largely because it is free. One can simply complete the installation and start using the CRM software. It does not require organizations to make changes in their workflow in accordance with the usability of the software. Hubspot CRM can be used by small organizations as well as large corporations. It is quite easy-to-use and offers basic functionalities that might be required by any organization. Since it is free-to-use, it does not affect your budget, and you can simply try it out and see if it caters to your organization’s needs.

1. Oorwin

This is another popular platform that is based out of San Francisco and offers well-integrated CRM, HRMS, and ATS services to increase the efficiency of consulting and staffing firms. Other organizations can also use the software based on their requirements. The software is quite easy to use and has been a prominent top contender in the market ever since it was launched. The hiring, sales, and customer service experience have positively changed for organizations that are using this CRM software. Moreover, this software offers great experience across teams, even if there are working out of different locations. Currently, the company is serving hundreds of clients in the country and abroad.

1. Freshsales

App developer Freshworks has come up with this powerful CRM software that works well with aggressive sales teams of today. The CRM software can easily track down queries of customers and answer them as well. It is capable of handling thousands of leads at a time and offers viable solutions for all problems. The software is extremely easy to use and does not require intensive training. In addition to handling a number of leads, this CRM software also offers valuable sales insights. One can simply sign-up for a free trial and check out all the features of this CRM software.

1. Vtiger CRM

This is currently being used in more than 300,000 companies across the globe and offers great CRM and sales solutions to boost the revenue of a company. The sales process is enhanced using Vtiger, as it helps in identifying top leads and suggesting best deals using automated SMS and email campaigns. It also helps in analyzing current and future revenues, business targets, efficiently streamline meetings, generates more leads, and eventually converts potential clients.

1. Pipedrive

This tool is quite effective for sales, as it helps businesses in organizing their leads so that one can achieve the most out of every lead and then collectively focus on the next one. This CRM software is user-friendly and can be used by any person with just a little bit of training. The software helps maintain charts for sales of a company. Additionally, it stores the data of all customers based on the level at which the negotiation is at. It also helps in maintaining positive and satisfactory relationships with already existing customers.

CRM software can prove to be quite beneficial for your business. Its advantages outweigh its disadvantages. You need to motivate your employees to embrace this technological development if they are averse to working on such software. Doing this will enhance the productivity and efficiency of your workforce and help your business emerge as a trustworthy, customer-centric organization.