To know what is CRM and what are its benefits you can refer our article What is CRM for Startups. Any business can flourish if it uses CRM in a more efficient way suited specifically for their business. And to know what suits your business and what not you will have to first find out how CRM -Customer Relationship Management Works.
How CRM- Customer Relationship Management Works
CRM work in four Broad step to completely automate the business Process and bring in efficiency and productivity
1. Campaign Management Software
This include forming a Database of your customers through running Campaigns and generate leads on your website by subscription form and dynamic landing pages for your website, which uses basic logic of gender, locations, household income and nationality for targeting and attracting them to your product.
The main goal in Campaign Management Software of CRM is to track and measure multichannel campaigns, including email, search, social media, affiliate, telephone and direct mail. Metrics monitored include clicks, responses, leads, deals, and revenue.
2. Sales Force Automation Software
Core of this software is Prospect Relationship Management (PRM) solutions which often cut out the active sales process altogether by offering to track customer behaviour and nurture them from first contact to sale, this software can track the web activity of your prospects that help you to develop a better relationship with your client and close more sales. Activities which can be tracked include if your prospect downloads free or trail version of your products and how often he/she is visiting your website and checking out your products/services etc.
Sales Force Automation Software track the calls made to the prospect and the response is recorded for future use. SFA also offers a feature called contact management system for tracking and recording every stage in the sales process for each prospective client, from initial contact to final disposition, and hence reduce the number of sales people required in handling a customer.
3. Invoicing & Billing Software System
Whether the customer buys online or offline, Billing and invoicing is very important step in sales process both for you and your customer. This system can help you to maintain your accounts and balance sheet in good shape too.
And this features include various option for you like custom invoices which you can schedule based on the billing cycle of your clients, uses your product database while creating bills and shows you the stock remaining with you too. This also keeps track of pending or overdue invoices and alert you accordingly. You can add various Tax rules that applies to your specific business and location and it will be added to all your invoices. you can add the various discount that you are offer on each item and the total bill and all the calculates are done automatically by your software. This software records the method of payment, date and time of each customer. For live demo you can visit any big retailer like Big Bazaar, MORE etc and bill something there.
4. Customer service and support
This is the crucial step in maintaining a healthy relationship with the old customers by giving the the support for the product/service you sold to them and to motivate repurchases. Many a times people reject a product based on bad customer support.
Example of this is an automated caller service which redirects you the expert who will be able to best solve your problem. The software keeps track of the problem raised and solution provided and has feature to escalate it to the senior management in case of unresolved issues. This software can also help in rewarding your loyal customers by loyalty program and redemption points.
Using CRM helps you to do business in a customer-centric way and instills the same culture in your organisation. It gives you all the reasons to try CRM for your startup and see the results for yourself.