CRM for beginners
Category: WavySys News
Did you say the Internet?
The word Internet
was born in 1982, or 38 years ago. And if you search the web you’ll see that it’s a vast topic and that different dates emerge from the origins of the internet.
But it is not my point. My point here is, to say that the burst of the Internet has revolutionized the way we live and work today. Many technical, societal and technological developments were based upon this.
And came with it all of a range of new words, that are often not well understood by older generations or people that are directly linked to the technological sector. For example, SEO, IA, Data Scientist, growth hacker, clicks and of course CRM.
If you are a beginner to digital, then this introduction to CRM is right for you.
Back to basics
Making sense with digital
Fortunately, like most of those new digital words, we can take them back to basics. At Wavy, we always go back to basics to make some sense and then build on it. Indeed, we believe that there is no point in doing digital just for its own sake. For example, saying “I’m going to build an app”, is not relevant unless you know exactly what problem you are addressing. The solution won’t be the app. It is a mean that you use for solving the issue.
Digital enhances everything that you do.
CRM an acronym..
.. for Customer Relationship Management. If you look on the internet you stumble upon many related words to describe it. For example: customer life cycle, customer retention, points of contact, purchase history etc… And they are all related words, and as you move to more complexity they come to be important for you.
Then, you have related topics about how you can build a CRM strategy to increase your customers base or how to perfectly manage a CRM. As you go through this vast topic, this becomes a relatively complex one.
But as for now, CRM means Customer Relationship Management and that’s it. As those three words describe, it is a digital tool to help manage your customer relationships. By relationship, we really mean “relationship”, or to be more exact, “professional relationship”. If you look up the definition of it, you understand that it is the relation you share between you as a professional and someone having a need. And remember, always go back to basics, especially when it comes to understanding.
Now that we have that, let’s continue.
Maybe as a professional you’ve been wondering how a CRM could be helpful for you. And it is probably the case if you asked yourself such questions like:
- How do I manage the data of my growing client numbers?
- How do I make sure that my employees communicate efficiently?
- How can I spend less time using all the tools I need for my business (calendar, notes, memo, data sheets etc…)
- Where can I store my clients and leads data in a safe place?
By definition, we say that a CRM covers all the marketing functions and support in order to optimize client relationships, to build loyalty and trust and finally to maximize turnover or margins.
Keep in mind that at the very basic level, a CRM software helps manage your customer information and documents into one single database. Then, come many other functions that will differ according to the type of CRM you use, or to whom is the provider or even the pricing options you choose etc..
But at the very basic that’s what a CRM is and does.
Do you remember the first Apple Iphone? The Iphone was innovative by the fact that it was integrating different functions into one device. Before that, we would usually need to have a device to listen to music, another one to take pictures, another one to phone, a physical calendar etc…
A CRM is based on the same idea.
It is about gathering into one database, or in one place different functions, usually related to marketing and sales. So it can be a calendar with reminders for appointments, personal details, notes about your clients etc… Instead of having a physical folder for contact details, another one sales etc… Everything is gathered and organized into one, accessible by everyone, at anytime and anywhere.
Let’s say that you employ 25 people in Germany, France and Spain. Your company sells expensive but quality bikes. When you started you were alone, you would handle in your village all transactions, negotiations, appointments and you would know every of customers on a personal basis as well.
Your motto is and should always be: “quality products and a friendly staff”.
But as you charge a premium price, you need time to establish relationships with your clients to have them buy. So with 25 employees in three different countries and a long time needed for customers to make their mind, how do you make sure your motto is respected?
There are now so many variables that you can’t just alone handle quality and customer care.
And you’ve guessed it, that’s when the CRM takes care of that for you. Now everyone in your company can put information on their potential clients. For example, if someone needs to call them back, if there’s anything specific to know about etc… And this, from anywhere, at any time.
So in a few words,
By providing your company with a software that can gather and organize customer information for you and your employees, you allow for more flexibility. Should then follow, better customer service, better reactivity, better everything. A CRM won’t be a miracle in itself, it is a tool that you can use to enhance everything that you do, and here : your customer relationships!
Because your customers are what matters. Treat them right and they’ll come back!