Is there a difference between “customer relationship management” and “customer management” software?
Some would say not much. That explains why the term customer relationship management (CRM) has been terribly overused and has now become the catch-all for any software program that deals with customer information.
The interesting thing is that most customer relationship management programs sold today do little to help you manage your customer relationships. They simply manage your customer data. Building a long term, mutually rewarding business relationship with a customer takes more than simply keying in a company’s name, address, contact and sales information. This should be called customer management software.
Customer relationship management has to do with improving the experience customers have when conducting business with your company. This traditionally starts with their initial inquiry all the way through the receipt of your product or service, and after care as well. This requires a system that lets you track customer interactions through each stage of your business process, not just the initial sale. This also requires sharing this information with other departments in your company, so you can stay with a customer and follow up after the sale.
Amazon.com is a good example of customer relationship management. They notify you that your order has been processed, provide you with an estimated ship date, notify you that it actually has been shipped and stay with you until the product is delivered to your door step. Then they ask you to rate your experience. They want to engage you in order to determine how they might improve the buying experience you just had.
This is really the definition of customer relationship management and very few “CRM software” programs really provide this today.
Image by Isaac Wedin on Flickr under Creative Commons license.
Although CRM management software may sound complicated to use, it is actually quite simple, when you choose the right product. The latest technology makes it user-friendly for even those who are not even all that computer savvy. Drag and drop features, colorful interfaces and easy to understand reporting are reasons why even those who have long kept hand-written ledgers or are using email and Excel spreadsheets are switching to small business CRM software.
We Provide Exceptional Customer Support
Intimidation is one of the main reasons why many people have stayed clear of CRM solutions. Then, when they realize how easy our interface is with Commence CRM, they can’t believe they waited so long to try it.
Our customer support is one of the main reasons that put us ahead of other CRM competitors. We are available online and on the telephone and provide web-based training, which includes training videos you can access whenever they are needed. We also provide many other professional services, such as customization, data migration and third party system integration.
Customer loyalty is a vital ingredient in any successful business, which is why it is important to build a customer management system that will help you achieve your goals and increase customer support quality. Commence provides you with the CRM management tools to support your customer service team so that you can keep track of customer issues and inquiries. Get immediate access to client records so that you can capture their information and manage all activities related to their account. It is important that you quickly and accurately resolve support requests and service tickets so that your customers remain happy. Added customer loyalty means more repeat business and a better reputation for your company.
See a CRM Management Demo Online
To see the different ways that CRM management tools can benefit your business sign up for a demonstration by Commence. Contact a representative to get started so you can begin the process of improving your customer management and support strategies.
Why you need CRM management software
CRM management software is useful for a number of different reasons. You can use it internally to keep track of projects and make sure all project management runs smoothly. Not only is it a benefit internally, but it also can be an important tool to make customers happy. When a customer calls in, have a help desk already set up so that customer service representatives can look up the account, see the status of any tasks or projects related to the account and a history of emails and communication between the client. It will allow your representatives to provide personalized information when on the phone with a client, making them feel important and wanting to do business with you. Visit Commence.com to test out an online CRM demo and find the perfect system for your business.
How to improve CRM Management
To improve your CRM management you have to make sure it’s a priority to your employees. Provide training sessions for each department so they know the benefits of using the CRM software and how much easier it can make their daily routine. When purchasing your CRM system you can customize it to have the features you need and not include the features you don’t want to have so it’s not so overwhelming to train new employees.
Use your CRM management skills to perfect your marketing campaigns
If you have great CRM management it’s easy to have great marketing campaigns. With your CRM you can create and manage targeted campaigns that segment your customers and prospects into specific criteria. You can use it manage the campaign effectiveness by managing lead generation, lead conversion and see which campaigns are doing better than others. Set up multiple campaigns for distribution at specific times and dates so you have multiple campaigns running, targeting different individuals and getting the most out of your marketing budget. Optimize your marketing budget by determining the value of each campaign so you aren’t wasting your money on a campaign that is not as effective as the other ones. If your CRM is properly managed and all the information is included about your customers, you can rank them by profitability and purchase history so you know which customers are best to target for certain campaigns.
With proper CRM management you get the most out of investment
Your CRM system can be useful to so many areas of your business with proper CRM management software. Make sure to take advantage of training opportunities and make sure employees know how important updating the CRM is so that everyone can benefit from it. Visit Commence.com to learn more about finding the right CRM solution for your business needs.
CRM management improves your CRM software adoption
You may have taken all the steps necessary to make sure you have the best CRM system set up. This way you can easily respond to customer service requests, have a better CRM system for leads and improve your marketing efforts. However, you won’t be able to use the CRM to the full benefit if your CRM management is lacking. Making sure the CRM is properly managed as well as being used by all your employees on a daily basis will allow your company to reap the benefits that these systems provide.
How to get improved CRM management
In order to get improved CRM management software you need to make sure that your teams know how to use the system. This can be done in a number of different ways. You can have your employees partake in mandatory CRM training. Show your employees all the important CRM features to use and explain why they are so beneficial. If your employees and staff see it as something that makes their day easier then they will be more likely to use the system. Visit Commence.com to learn more about finding the perfect CRM system for your business as well as various training opportunities.
Proper CRM Management can make project management easier
With proper CRM management, project management in your office can be a lot easier. Your CRM can serve as a centralized project management system which will plan and organize all the project activities. Use the system to manage all the tasks, time sheets and resource assignments. Having everything in one place will make the project run smoothly and stay on track. You can enable access to all authorized personnel so everyone that needs access to the information can get it. Use the CRM system to measure the project progress with pre-built or customizable reporting to ensure that projects stay on track. This allows you to identify and resolve project issues that need to be fixed so corrective measures can be taken as soon as possible.
Proper CRM management will lead to accurate reports
One of the benefits of having a CRM system is all the CRM reporting features that you can use to help with sales, project management and customer service. If you use the CRM correctly and have proper CRM management software then the reports will show what areas need improving and which tactics are working for your company. Visit Commence.com to learn more about CRM management and how it can improve your internal business workflow process.
With proper CRM management your business is more organized
When you have correct CRM management your business will stay organized. All your contacts should be in one place and employees should be able to access those contacts in case one person is out of the office or are on vacation and there is a problem that needs to be resolved as soon as possible. If you correctly add all your information into the CRM, you can have contacts as well as any interactions that have already taken place with the customer. This makes it easy for customer service representatives to do their job and for new people in your company to take over an account without having to constantly ask the old account manager for information which can be a problem if they have left the company. Each employee can use the CRM dashboard to set up appointments, tasks and to dos so they stay on track and productive in their work. You can even integrate your email and calendar so you can always access what you need.
CRM Management at Commence
At commence.com you can find a CRM system that can help improve the organization of your business and with proper CRM management software you can improve your business.
Find a business CRM system to improve CRM management
When you find the right system for your business, CRM management is easy. Consider these things when searching for your CRM: The CRM system you choose should help you in multiple areas of your business including sales, marketing and customer service. IT should also be able to generate reports so you know exactly how your business is doing. Make sure it offers the tools you need to help manage your strategies so your customers can get the best experience possible. Keep in mind the size of your business and how you expect your business to grow. An online CRM should be effective for both small and mid-size businesses. Test out a few CRM demos and trials to make sure the system is easy to use. Visit Commence.com to learn more about selecting a CRM system for your business.
Easy CRM Management
The best way to have easy CRM management software is to make sure that everyone knows how to use the system and where information goes into the system. Make sure to provide adequate training opportunities for your employees for the transition to go smoothly.
Why should your business rely on CRM Management?
CRM management is a great way to organize your business, improve relationships with your customers, and improve communication internally in your business. With your CRM you can do a number of different things that will help your business grow. You can improve your relationship with your customers by getting their questions and support requests answered quickly and efficiently. You can handle internal office communication better by putting information in the CRM. This way, if multiple people need to access the information they can and things won’t get bogged down with email.
CRM Management online
Having an online CRM management software makes it simple. When your employees can access your CRM from any PC, Apple Mac, or mobile device with Internet access, this makes telecommuting effective as well as solving any problems that arise away from the office easier. An online CRM management system makes it much easier to set up the system for your office. Providing your employees with logins is much easier than having to install and configure a CRM software program on every single work computer. Visit Commence.com to learn more about CRM Management solutions and how it can improve your business.