The Good News and Bad News about
Customer Relationship Management (CRM) Solutions

The good news is that a customer relationship management (CRM) solution can strengthen your company financially, provide valuable tools for your employees and, of course, improve your ability to serve customers.

The bad news is that according to leading industry analyst firm Gartner, only a fraction of businesses in North America have adopted, or are in the process of adopting, CRM technology.

CRM Designed Specifically for Small and Midsize Businesses

Many CRM solutions currently on the market are designed specifically to address the needs of small and midsize businesses, or independently-operated departments within larger, global enterprises. These systems can help enhance processes and functions across multiple customer-facing departments, including accounting, marketing, sales, call centers, and service and support.

With a thorough and effective CRM strategy, as well as the right enabling technologies, your business can:

Consolidate and Centralize Critical Customer Data

A CRM solution can provide staff across multiple teams and divisions with direct, instant access to accurate, consistent, and timely customer information, without replication or errors. This kind of comprehensive, centralized customer knowledgebase can make vital intelligence readily available to all employees in customer-facing roles so they can better perform their jobs. Additionally, CRM can help companies minimize the risk of information loss in the event of staff turnover.

Improve Collaboration and Information Flow

With a CRM solution in place, sales, marketing, and service staff can work together, coordinate activities, and eliminate redundant procedures by sharing detailed, up-to-the-minute lead, prospect, and customer data, as well as product, pricing, and competitive information, in real-time. So, every employee, in every customer-facing department, always has complete visibility into all customer activities and interactions.

Develop and Enforce Best Practices

A CRM solution can help companies understand which customer-facing procedures are working, and which ones are in need of improvement. This insight can then be used to streamline and standardize processes across the business, to optimize resources, increase productivity, and enhance service delivery.

Increase Customer Satisfaction and Retention

When customer-facing processes are efficient and effective, customer service thrives. CRM makes highly-quality, tightly-coordinated, and well-executed customer service a reality for businesses. This, in turn, can lead to happier, more loyal, and more profitable clients, and give companies a competitive edge.

Reduce Sales and Support Costs

CRM can streamline and automate manual or inefficient processes, which can help to minimize waste and expenses. By making the entire customer lifecycle more productive—from initial contact, through purchase and post-sale service—CRM can help companies dramatically reduce the costs associated with acquiring, retaining, and supporting their customer base.

And, most importantly, CRM empowers companies to gain vital, relevant, and timely insight into customer needs and preferences. Armed with this knowledge, they can launch more targeted and successful marketing campaigns, accelerate sales cycles and close more deals, and deliver improved services that boost customer satisfaction.

Discover Whether CRM Software Could Benefit Your Business

Contact us now for a free one-hour consultation with one of Northwest DataDesigns’ customer relationship management (CRM) specialists to discover whether CRM software could help your organization increase revenue and reduce expenses.