A Brand-New CRM
But with the increased automation of CRM, what is expected to change in the years to come? It’s time to read this article and find out what is CRM automation and how it will help businesses stay top-of-mind in the future.
What is CRM?
Customer-relationship management, or CRM, is a chance to actually manage a corporation's interactions with either current or prospective clients. It is all about using specific data sets to analyze the customer’s history in an attempt to promote the overall improvement of business relationships with clients, never letting go of the ultimate aim of CRM: to increase sales and grow businesses.
A thorough customer-relationship management system allows everyone across a specific business to find a better way to manage the interactions and customer relationships that can become super successful. In fact, CRM can help sales, marketing, business development, and even customer service departments be in tandem, following a complete customer relationship strategy that yields results.
Taking advantage of easy access to such customer data as sales opportunities, contact info, service problems, and even marketing campaigns, a CRM program can help companies get a clear view of their customers. In one specific place, and with a 360º view, you can actually get a super-customizable dashboard that’s easy to use and gives you a lot of detailed customer info.
Why is CRM important for businesses? Because, according to the latest data, it will actually be the largest revenue area of expenditure when it comes to corporate software.
If you want to make your business succeed, you must have a strategy that takes the future of CRM tech into account or risk lagging behind. This means that everyone should have targets for sales, profitability and business objectives, getting updated and varied client information in a single CRM interface.
Nowadays, marketers from all over the world are already using a CRM solution to understand their funnel and manage their incoming prospective clients, allowing for a much more thorough forecast and strategic thinking.
Advantages of Using CRM
There are many different advantages to using these programs.
Here’s a short list of the benefits of CRM systems:
- Customer-relationship management allows companies to automate common tasks such as creating leads coming from signup forms or sending welcome emails to new leads
- The information contained in these programs can help your entire organization, since it can be used by the sales, marketing, and customer support teams, guaranteeing a holistic perception
- Since it allows for a complete view of who your clients are, you get to both up-sell and cross-sell as well as increase client acquisition
- CRMs allow for better communication since these are a unique source for factual info that’s available to each member of the corporation
- These technologies promote enhanced customer relationships, as the whole customer journey is contained therein
- CRM insights will allow you to better know your clients, their needs, and cater to their desires
With the ability to give an end-to-end view of your customer pool, these systems are here to stay and will definitely become ever more popular. Indeed, this is now the largest software market on planet Earth. It has proven its worth as the single most important technological asset that corporations can invest in.
With the boost that the cloud CRM market has been getting in recent years, as well as the simplicity with which these platforms can now integrate other applications used by businesses, customer-relationship management now helps those who implement it cover every single aspect of the business path. Moreover, CRM users can get to do it all while also ensuring they increase their marketing and sales profits, managing to reduce overall costs.
What is CRM Automation?
CRM automation is the usage of tech to actually monitor particular events in the whole customer relationship process in an automated and seamless manner.
The goal? To be able to effectively trigger automatic reactions based on each event the customer goes through on the sales path.
This automated tech can be perceived as a sort of mighty umbrella term. Indeed, it can be used to describe the array of different initiatives that come into effect in the course of a client’s relationship with a specific corporation.
This means CRM automation can be said to include the following:
- Sales force automation
- Workflow automation
- Marketing automation
- Customer service automation
What can automation be? It can be something trivial and simple, such as sending an automatic email telling a prospective customer that their email has been received and that someone will reply to them shortly.
However, it can also be a bit more complex, such as actually tracking a potential customer’s abandoned shopping cart, automatically going ahead and showing them that abandoned merchandise on different websites - in the form of banner ads, for instance.
6 Perks CRM Automation will Allow You to Get
1. Customize Actions and Schedules
With the help of an automated CRM, you will be able to customize actions. This means that you can actually create a particular group of diverse actions that help automate a follow-up assignment or task.
This array of actions can be associated with the approval process, workflow rules, and even the blueprint, allowing for massive integration. This type of automation will also help you master customized schedules.
What does that entail? That you will get to take advantage of creating a specific series of actions that help automate a follow-up task.
2. Case Escalation, Assignment, and Scoring Rules
With this technology, every business in the world can take assignment rules to a whole new level. That means you will be able to set up different assignment rules for records which are actually generated through internet forms, also becoming able to set escalation rules.
What are escalation rules? Case escalation rules allow you to configure one specific rule by which a particular case can be escalated to some other one in the operational system.
Last but not least, you will also get to explore scoring rules to the max. You can effectively set up a list of scoring rules that allows you to prioritize records. This means you can move on and focus on the most important contacts and leads.
3. Calling Automation
With this impeccable tech, you will have access to telephony automation. This could actually include automatic notes, one-click calling, call recording, automated follow-up emails upon the completion of a call, and even direct reporting on calls.
This ensures that your contact follow-up won’t become innocuous and it also increases the productivity of your staff.
4. Customer Support Automation
Everyone knows that the automation of customer support is a crucial step. Customer service actions such as real-time voice calling, automated responses, and live chat can be quite useful for customer support personnel.
This kind of automation for customer support will be able to help send quicker responses to queries, manage regular customer questions, and assign support staff to answer social media comments and feedback.
5. Lead Nurturing Automation
The best CRM automation system is able to divide a list of leads and sort them into different groups based only on their response to email campaigns. It can also track customers’ preferences, purchasing patterns, and web page visits with the goal of spreading funnel leads into specific brackets.
Per every generated lead, a CRM program will record both marketing and sales metrics, set scores, and track reports with ease.
6. Lead Management Automation
Everyone who has ever used a CRM technology knows that this truth is incontrovertible: it is boring to have to manage leads and enter data.
But, wait! Now, this entire process can be simplified thanks to automation.
You can ensure your program actually automates data entry as well as lead management. How? By effectively taking advantage of progressive profiling which can collect web behavior, social media presence, basic info, and emails.
What happens next? The customer-oriented system will begin to automate data entry and actually guide sales by showing you the right info every single day.
Wrapping it Up
With the boon of CRM automation, every single company can become more successful when it comes to managing leads, responding to customer queries, and providing super competent customer service.
CRM automation ensures that:
- Contacts won’t slip away since you get to see the whole customer service process and track every single interaction
- You get to know which are the best leads to focus on, as you get access to data on automated segmentation, win probability, and lead scoring
- Businesses can automatically segment leads based on their actions
- Every user can update deal owners, deals won and lost, deal value, and the stage of a deal with ease
- Organization owners get to assign specific tasks to particular salespeople within automations
- You can finally find the leads that are more engaged with the business and the services provided
The Automation Boom
With the ability to provide a wealth of customer data in real-time, take lead nurturing to new levels of detailed power, and automate customer support to ensure faster service, CRM automation is certainly here to stay.
With this system expected to be one of the crucial technologies businesses will have to take advantage of in the next 5 years of the digital transformation revolution, you can either choose to invest in a competent CRM tech or see your sales automatically - and ironically - drop down.