CRM (Customer Relationship Management) software helps salespeople and companies keep track of their interactions with customers and potential customers. The reason for CRM is clear: For every dollar spent on CRM solutions, companies experience an $8.71 return on investment, reports Nucleus Research. Those returns have increased $3.11 from 2011’s statistics, highlighting the impact sales representative software has on the bottom line.
According to Saleforce’s 2015 State of Sales report, top performing sales teams are eight times more likely to use technology to streamline sales processes and free up time to sell.
The idea behind CRM, is to help manage customer relationships. With features ranging from a little more than a sophisticated address book to platforms that update apps and run email and social media campaigns, there is an option for everyone. Here are five of the most common uses of many CRM programs:
The most minimal CRM programs keep track of customers and potential customers,along with their responses, and conversations with your sales force. Without a proper program, managing campaigns, leads, sales, and service can be cumbersome.
As a program for recording contacts and tracking results, CRM software allows sales reps to keep detailed records of customers and potential customers and pinpoint opportunities for follow-up. One basic sales representative software solution, SalesforceIQ, allows you to view your email inbox on any mobile device, ensuring you have the information you need when you need it, whether it be in or out of the office.
Understanding existing customer needs is another advantage of sales representative software. Anticipating the needs of current customers and upselling products or services, CRM software helps you achieve all of your business goals. Often, customers may not be aware of all your products and services. This software can help identify current customers who may benefit from additional offerings from your company. Keeping in contact with existing customers also allows businesses to preserve--and, in many cases, increase--income from current clients.
A more advanced CRM software allows for managing campaigns and tracking responses. In order for sales teams to follow-up on leads and track trends, these programs are key in providing data. Having your CRM integrated with leads from your email marketing and social media campaigns is a huge time-saver, translating into increased revenues and decreased costs.
Sales software also helps businesses recognize best practices. “CRM...helps identify star performers,” writes Eric Felipe-Barkin in CRM Magazine. “If you have a sales team that is outpacing others or a particular agent with stellar numbers, you can identify them and build best practices around their work.” With data, your business can identify effective practices and integrate them across the company. Data gained through salesforce software allows management to track trends, predict sales, and identify successful practices.
Many CRM software programs allow users to set and track sales goals. These types of programs allow you to visualize your progress, which is proven to be a motivator in sales.
Using the data gained from sales leads software allows sales reps and companies to better evaluate performance. Analyzing this data helps companies to see where improvements can be made in contacting leads and current customers. This software can also help sales reps and companies identify successful strategies and campaigns.
A good CRM program will easily integrate the company’s sales data and streamline the management of the entire organization. Some CRM software, such as Salesforce, even allows for real-time data. This becomes essential for your entire sales pipeline and organization. This allows you to directly link your sales forecasts to budgeting, purchasing, inventory and hiring. Knowing how customers and potential customers respond is essential information for management.
Programs on the market range from basic data management to entire platforms that track interactions with contacts and clients, create action items, integrate social media, coordinate email campaigns, and provide data for the entire company to optimize sales.
With that said, not all sales software is created equal. With so many sales management programs out there, it’s important to choose a CRM system with your company’s best practices in mind. Here are some questions to consider when choosing a software:
CRM software should be considered a business strategy. Smart companies never forget their customers are their source of revenue. By using software to track customer needs and responses and efficiently responding to those needs, companies can keep the relationship with the customer their highest priority.
Because every sale is a team sale, your sales solution isn’t just for sales reps. In truth, your entire team will determine a successful implementation. Salesforce research shows that high sales performers are nearly three times more likely than underperformers to views sales as 100% the responsibility of the entire organization. That means if everyone in the organization views their role in terms of how they affect the customer, the company as a whole will experience greater success.
CRM software is the best choice to keep track of the most important person in the company: The customer.
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