Historically CRM systems have been the domain of large business or corporate's, largely due to the costs and complexities of these platforms and their
subsequent implementation into the business.
We are now seeing significant changes that offer small and medium-sized businesses low entry cost plants the systems that are rich in features and
a far less complex than their counterparts from days gone by.The other key factor is that these systems are offered as a cloud-based solution that
works across all of the devices anywhere you go.
The opportunity for SME businesses
A key attribute of SME businesses is that they offer a more personal style of customer engagement over large business.This extends from an early interest,
through the sales cycle and followed on with after sales support and marketing.
Current offerings in the customer relationship management platforms offer a lot to assist even small businesses in better managing the relationship
with their customers as well is facilities to generate new customers and further sales leads.
It's more than just a contact list
Whilst many businesses test the water with various software products to manage their communications (eMail) and contacts, CRM systems go much further
than just this.
Businesses today need to not only manage more information, but also a wider range of information types to be collected, analysed and disseminated.Typically,
you end up with an array of software tools, each holding their own dark that do not easily correlate all that information into a single place.
Business needs to operate more efficiently than able to quickly lay their hands on all information relating to servicing their customers.
CRM provides transparency.
For businesses with larger staff numbers, it is always necessary to share information about your customers, sales, marketing and accounts, not to mention
The more transparent this information is to you and your staff, the better you can insert your customers.You are no longer relying on single staff
members to get the background on the sales opportunity.You are investigating or in servicing your customers, enquiries.
At the same time, because you have shared access to all information relating to the customer your visibility to all communications, be they phone calls,
e-mails or appointments thus providing you with richer information all at your fingertips in one place.
These are just the beginning of how CRM system can make your business more efficient and more profitable.In our next article will begin to explore
just how a simple CRM solution can be expanded to offer a single source of truth across all aspects of your business to generate new leads, convert
opportunities to sales and improve your marketing.
Written by: Greg Tomkins