What is CRM?

CRM is the ability to service customers effectively by having access to up-to-date information related to the customer. Effective cloud CRM software guarantees that each time a customer interacts with your company – whether it be to buy a product, make an enquiry, or receive a campaign email, details of the interaction are stored centrally in the CRM system.

CRM (Customer Relationship Management) is the ability to service customers effectively by having access to up-to-date information related to the customer. Effective cloud CRM software guarantees that each time a customer interacts with your company – whether it be to buy a product (in-store or online), make an enquiry, or receive a campaign email, details of the interaction are stored centrally in the crm system. The information can therefore be accessed by anyone in your company, from anywhere (via an internet connection), at any time – and having access to this ‘real time’ information is a major advantage of a cloud customer relationship management system.

CRM systems should typically include the following features:
• Contact management
• Lead and Opportunity management
• Segmentation and Campaign Management
• Event Management
• Email tracking
• Real-time reporting

What are the benefits of CRM Management Software?
• Information is readily available to provide a personalised service to customers.
• Streamlined company-wide processes to ensure consistency and enhance the customer experience
• Perform data analysis using real-time information, to understand customers better and make key decisions (eg customer preferences, customer spend, top selling products per channel).
• Tailored offers to customers – customers receive offers that are relevant to them, and are therefore more likely to engage and make a purchase.
• Execute initiatives to boost customer retention and enhance the omni-channel experience (gift cards, loyalty programs)
• Cost savings from removal of manual processes.
• Increased revenue and profitability – tracking all opportunities through to completion, cross-selling, up-selling, improved relationships with customers.

Business CRM software like Qdos CRM provides the necessary features to optimise relationships with customers. If your company is experiencing time-wasting as a result of manual processes, searching for information in excel spreadsheets, emails and the like, as well as negative customer feedback, it may be the right time to invest in a cloud CRM software solution.