A business management software meets two objectives:
- For the company, it will help optimize sales
- For the customer, it is essential to benefit from a customer experience that meets expectations
First of all, CRM software is an indispensable part of the digital transformation of companies. This is because it eliminates the need for time-consuming searches for information about customers or their orders. On the contrary, a CRM optimizes the customer relationship, because, at any time, employees have access to all customer interactions and associated data. This eliminates time-consuming tasks and allows them to focus on the essential: the quality of the customer experience.
The work of various employees is more fluid since they have access to all of this data from all communication channels (email, social networks, telephone, etc.). This data is presented in centralized, ergonomic, and easy-to-use dashboards. In addition, it is possible to automate certain tasks to optimize the workflow and improve productivity. All this allows the company’s sales force to be structured in order to carry out relevant and efficient sales actions.
If CRMs are excellent marketing tools for prospecting, they are also useful during the sales process as well as for customer management in the context of after-sales service. In concrete terms, the CRM database allows you to respond quickly to customer needs thanks to a qualitative customer follow-up. It is then possible on the one hand to build customer loyalty by offering pleasant interactions, and on the other hand, to personalize the offers according to each customer.
The coordination of the collaborators and the fluidity of the access to the information allow to create a synergy between each pole. Contact management, sales pipeline visualization, customer service tools, and data analysis improve performance at every stage. In the end, the customer is also a winner, as he/she benefits from a seamless, personalized, and pleasant omnichannel customer journey.
