What is CRM?
CRM (Customer Relationship Management) is a class of software which provides structure and coherency in the management of business contacts and potential contacts. “Leads” obtained through any number of methods can be entered into the system, assigned to responsible employees, and developed into clients, customers, or partners with a full record of all interactions. The CRM organizes information about customers and the various interactions with them from the qualifying stage through closing of sales. The fundamental process which a CRM enables is the development of a potential client (a sales ‘lead’) into a paying customer.
The CRM (Customer Relationship Management) System in Bitrix24 handles interactions with clients and potential clients, and/or with partners, journalists, and other persons. Its objective is to provide a convenient and transparent tool which improves relationship quality and therefore the bottom line.
Sales teams can use CRM to understand their sales pipeline better.
Sales managers can access reliable information about the progress of individual team members in achieving their sales targets, for example, and see how well individual sales teams, products and campaigns are performing too.
Sales reps benefit from reduced admin, a deeper understanding of their clients, and the opportunity to spend more time selling and less time inputting data.
Marketing teams can use CRM to make forecasting simpler and more accurate.
They can get clear visibility over every opportunity or lead, and map out the whole customer journey from enquiry through to sale, so giving them a better understanding of the sales pipeline or prospective work coming in.
It’s also possible to include information from customers’ public social media activity – their likes and dislikes, and their sentiment about specific brands and businesses.
Customer service teams can effectively track conversations across channels.
A customer might raise an issue in one channel – say, Twitter or Facebook – but then switch to email, phone or live chat to resolve it in private.
Without a common platform for customer interactions, communications can be missed or lost in the flood of information – leading to an unsatisfactory response to a valued customer.
Supply-chain, procurement and partner management teams can manage relationships better.
They can track meetings with suppliers and partners, record requests made, add useful notes, schedule follow-ups and stay on top of expected next steps.
Reporting enables businesses to compare the efficiency of suppliers and so manage their entire supply chain more effectively.