CRM isn’t just for sales reps!
Customer Relationship Management software is far more than a simple sales database. For the modern data-driven business, it can be one of the most robust and powerful tools in their organization, providing data on every “touch” you have with a customer, from marketing to post-sale support.
CRM Brings Total Customer Visibility
CRM software, for basically the first time, gives you complete and total overview of your customer relationships on an individual basis. For any given customer, you can see their entire history with the company.
This can include:
- All services purchased
- Anyall official communications
- Quotes or estimates
- Their billing history
- Images or videos
- Website activity
- Servicing or repairs
So, an effective CRM system should ultimately be integrated into as many of your other systems as possible. When this is done, it means all the information can be cross-linked and stored instantly. If a customer emails you, it goes straight into the CRM database. When a service worker responds, that email is also connected to the CRM entry.
However, this can only happen when your other cloud systems, such as Google Apps or Office 365, are integrated into your CRM.
CRM And Cloud Apps Integration
Now, many old CRM systems on the market want to lock you into their own interface, but this creates numerous issues. Especially, most employees dislike learning the CRM’s systems when they just want to use their normal email instead.
Luckily, getting locked-in is not necessary with modern CRM. There are a wide range of software solutions, running on the cloud or on your local servers, which can handle the translation back-and-forth between databases. Your employees can send mail through Google or Office 365 as normal, and the message is sent to the CRM database as well.
Therefore, when looking into CRM integration, the most important step is correctly identifying all the databases and systems in which your customer data is stored.
CRM Integration Brings The Omni-Channel Experience
As the “channels” linking you to your customers expands, your need to keep an eye on those channels grows. By linking your CRM to your existing cloud systems, you create a tool that brings a moment-by-moment overview of every customer interaction.
This is the raw data that leads directly to improved customer experiences, better-targeted products and marketing, and less time wasted on post-sale support. CRM ultimately touches every aspect of your company, and should be treated as such.
If you need more advice or consultation, please don’t hesitate to contact Bi101! Our experts have integrated networking systems that are small, huge, and everything in between. No matter your cloud service needs, our technicians and top-quality business partners will ensure you get the best network for your business!
