The main functions of CRM

To be better than the competition, companies must not only provide high-quality services or goods, but also pay special attention to the needs and wishes of their customers. A customer relationship management system, or simply CRM, will help with this. Today, we will talk about its main functions in the blog of LLC «ElectraQuix».

Why do you need a CRM?

CRM is used by businesses of all sizes and sectors: from small local businesses to international corporations. At first glance, it seems to be a simple system, but it processes significant amounts of data about customers, sales, current tasks, etc. Let's say that an online clothing store uses CRM to maintain a customer database. When a user places an order, his or her data is automatically entered into the system, which allows the store to store information about the customer, his or her subsequent orders, and preferences. This allows you to provide an individual approach, respond to customer needs and wishes in a timely manner, make personalised offers, and thus increase loyalty to your business.

CRM is not just a customer database. It also includes:

analytics and reporting tools;
sales and marketing automation tools;
customer communication tools (e.g., integrated email correspondence, chats, phone calls, etc.).

So, let's take a closer look at each of its functions.

Sales management
A properly configured CRM displays the sales process with all the stages: from the first customer contact to the closing of the deal. This helps to track the status of sales in real time: how many potential deals are in the pipeline, at what stages they are, and what total revenue they will potentially bring. In addition, if you have connections to external services, CRM itself collects requests from the website, incoming calls, etc.

Contact with the customer

CRM helps to maintain contact with customers and increase their loyalty to the company. Of course, the system doesn't do this on its own, but it provides all the necessary tools. For example, reminders to call the customer on time, newsletters for specific groups of customers, notes on the personal preferences of each customer, etc. In particular, a client will be pleased to receive a reminder of an upcoming appointment with a time and date

Analytics

Mastery of numbers is the foundation of an effective business. CRM constantly analyses data. You can get an up-to-date report at any time. All you need to do is choose which report you need. For example, the average check per month or total income, the number of successful and unsuccessful transactions, statistics on the reasons for refusal, etc. This helps businessmen make informed decisions and develop development strategies.

So, the main idea behind CRM is to make customer interaction more efficient and personalised, while at the same time displaying up-to-date analytics of key indicators for the business owner and relieving his employees of daily routine tasks. The use of CRM helps to improve the quality of service, ensures effective time management and a systematic approach to doing business.

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The main functions of CRM