What is CRM?
CRM is a comprehensive software system that handles customer connections; therefore, it is not a solitary solution. You require a full suite of cloud solutions that support your business at every point of contact with customers in order to monitor, analyses, and optimize your customer interactions.
A CRM’s main function is to organize and maintain all data for all types of contacts, from leads to business contacts.
The several spreadsheets, databases, and apps that many organizations put together to maintain customer information are replaced by a CRM.
For growing businesses, a CRM helps to streamline sales, advertising strategies, customer support, accounting, and management. The details of a specific client’s customer journey are accessible to and editable by multiple parties.
A customer might initially access your CRM by completing a demo or contact form on your website. You can edit the customer’s information to reflect what you’ve discovered about their company after exchanging a few follow-up emails with a sales representative. Then, marketing may decide rapidly how to best appeal to their clients’ demands.
CRM System:
Customer data and interactions are stored and tracked using a CRM system. When a consumer provides you with their email address. For example, some data may need to be manually recorded, but other data may be tracked automatically.
Within your company, many groups use the CRM for diverse purposes. While marketing may be more interested in the CTR (Call Through Rate) of various client-targeted marketing initiatives, sales may look at the type of company or previous orders.
A CRM system begins by gathering information on a customer from their website, email, phone, social media, and other sources. It may also automatically draw in more data, such as current company activity news, and save personal information, such as a client’s individual communication preferences. The CRM programmers arranges this data to provide you with a comprehensive record of people and organizations overall, enabling you to comprehend your relationship over time.
Additionally, a CRM platform can be linked to other enterprise applications that support the growth of client relationships.
CRM Software:
CRM technology or software is a tool, or system of tools, that enables businesses to collect, arrange, and analyze customer information data in order to better manage customer interactions.
CRM software allows you to record communications with clients or potential clients as well as information about them. Multiple individuals within an organization have access to the data, which is kept in a centralized database.
When data for potential and current customers is gathered and stored in a CRM system, tracking information across every customer touchpoint can help you adapt to their needs, develop better relationships, and market more effectively.
CRM software may help your company expand, and businesses across all sectors are implementing it.
Terms used in CRM:
Some terms used in CRMs do not exactly indicate what they do in everyday speech or in broad business contexts. Some terms are as follows:
i)Leads:
Leads are raw information about people or company representatives that are gathered via seminars, advertisements, and other similar external sources and marketing activities.
We can do the following actions on Leads:
-
Create Lead- A new from is opened in Edit View to allow you to create a new lead record.
-
View Leads – Redirects you to the list view for the lead’s module. You can use this to look up and list Leads records.
-
Import Leads – redirects you to the import Wizard for the lead’s module.
-
Export Leads.
-
Add, Update, delete Leads.
-
Campaigns
-
Approaching Methods
-
Email
-
SMS
-
Call
List of Fields available when creating a lead:
-
First Name
-
Last Name
-
Phone Number
-
Email
-
Address
-
Job Title
-
Organization Name
-
Assigned owner
-
Status
-
-
New
-
Invalid
-
Assigned
-
In progress
-
Rejected
-
Completed
-
-
Lead Conversion
-
Convert lead to contact
ii)Contacts:
Contacts typically refer to individuals with whom one makes communication in order to pursue a friendship or a commercial opportunity.
We can take the following actions on Contacts:
-
Create Contact – A new form is in edit view to allow you to create a new contact record.
-
View contact – redirects you to the list view for the contacts module. You can use this to look up and list contacts records.
-
Import contacts – redirects you to the import Wizard for the Leads module.
-
Export contacts
-
Add, update, delete, contacts
-
Campaigns
-
Approaching Mode
-
Email
-
SMS
-
Call
List of fields available when creating contacts:
-
First Name
-
Last Name
-
Phone Number
-
Email
-
Address
-
Job Title
-
Organization Name
-
Assigned owner
-
Do Not Call
-
Status Description
-
Opportunity name
-
Opportunity Amount
-
Account Name
-
Date Created
-
Status
-
-
New
-
Invalid
-
Assigned
-
In Progress
-
Rejected
-
Completed
-
-
Lead Conversion
-
Convert lead to opportunity
iii)Opportunities:
Possibly interested customers or prospects for your goods.
The things we can do with opportunities:
-
Create opportunity – A new form is opened in edit view to allow you to create a new opportunity record.
-
View Opportunity – redirects you to the list view for the opportunity module. You can use this to look up and list of Opportunities record.
-
Import Opportunity – redirects you to the import Wizard for the opportunity module.
-
Feedback
List of fields available when creating Opportunity:
-
Opportunity
-
Opportunity amount
-
Account Name
-
Campaign
-
Probability
-
Description
iv)Accounts:
Accounts are the businesses or clients you work with as well as the payment history.
We can take the following actions on accounts:
-
Create accounts – A new form is opened in Edit view to allow you to create a new account record.
-
View Contacts – Redirects you to the list view for the account’s module. You can use this to look up and list of Account records.
-
Import accounts – Redirects you to the import Wizard for the account’s module.
List of fields available when creating accounts:
-
Opportunity Name
-
Opportunity Amount
-
Account Name
-
Campaign
-
Email
-
Phone Number
-
Shipping state, Country, city, street
-
Description
v)Campaign:
Campaigns allow you to create and track both email and non-email based tele sales campaigns to prospective or existing customers.
Actions that we can perform on campaign:
-
Create Campaign – A new form is opened in edit view to allow you to create a new campaign record.
-
View Campaign – Redirects you to list view for the campaign module. You can use this to look up and list campaign records.
-
Import Leads – Redirects you to the Import Wizard for the Campaign module.
-
Import Contacts – Redirects you to the Import wizard for the Campaign module.
-
Export Campaign – Redirects you to the export Wizard for the campaign module.
-
Campaigns
-
Approaching Methods
-
Email
-
SMS
-
Call
List of fields available when creating a campaign:
-
Campaign Name
-
Status
-
Type
-
-
Email
-
Call
-
SMS
-
-
Data Created
-
End date
-
User
-
Status
-
New
-
Invalid
-
Assigned
-
In Progress
-
Rejected
-
Completed
vi)Reports:
The reporting module allows us to report on CRM data campaign and contact module and has many features to display key information quickly.
Actions that we can perform on Reports:
-
Create report – A new form is opened in edit view to allow you to create a new report record.
-
View Reports – Redirects you to the list view for the report module. This allows you to search and list report records.
-
Import Report – Redirects you to the import Wizard for the report Module.
List of fields available when creating a report:
-
Name
-
Report Module
-
Assigned To
-
Data Created
-
End Date