CRM programs are used to support the optimization of customer relationship management by structured the recording of all relevant customer data and operations. In addition to customer-related processes, modern CRM systems also support the comprehensive networking of all actors involved in customer relationship management, such as employees from various divisions, but also partners involved.
In addition to supporting CRM processes, CRM programs also increase their efficiency: Among other things, offers for individual customers or customer groups can be created according to requirements and duplication of work can be avoided. Transparency within the company also benefits from CRM systems (What is a CRM system?).
In which areas CRM programs can help?
CRM programs primarily support the Sales, Marketing and Service & IT divisions, as they involve direct customer contact.
CRM programs in sales
CRM systems can give the necessary advantage, especially in this competitive business, which is lacking for successful completion. With the help of CRM software, you can be informed about the customer’s situation at any time, so that needs can be identified and suitable solutions can be delivered.
Sales analyses integrated into CRM programs also provide answers to questions about how things are going in which area, what the revenue forecast looks like, what topics the sales team is concerned with, or where the future is going.
Read more about > > CRM in sales
In addition, CRM programs help sales, among others:
- lack of overview of collected leads
- Statements about the success of an event in relation to collected contacts
- lengthy quotation preparation
- inconsistent offer templates
- cumbersome supply tracking
- expensive forecasting and outdated figures
- outdated item data
- an unstructured sales process
CRM programs in marketing
CRM programs can also help to consolidate proper coordination and keep track of various marketing activities.
CRM programs in marketing can resolve the following issues:
- the high time required for the selection of the target group
- Missing documentation on the campaign process and task processing
- a lack of overview of leads and their results
- unclear responsibilities
- incomplete documentation of campaign participations and results
CRM Programs for Service & IT
Customers want someone to solve challenges for them. CRM programs can optimize complaint management, call centers, or service services because requests of all kinds, solutions, and related correspondence can be managed quickly and easily.
Some CRM programs for the service also include the self-service for customers – they can create service tickets themselves and view status information. CRM software also saves a service team time for recording and information on the processing status.
CRM for Service & IT > > learn more
By supplying key figures for the service, the following questions can be answered:
- which topics the service team deals with
- which customers need help
- how many open requests there are
- what is a priority
However, CRM programs are not limited to individual business areas. The interaction of sales, marketing, service & IT and other business areas such as purchasing or human resources is also made much easier and more efficient by customer loyalty management systems.
How are CRM programs operated?
The hosting of CRM systems takes place either via in-house servers or via computer clouding. If you don’t want to buy additional IT, a cloud CRM is a good way to do it. CRM2Host of GEDYS Intraware offers all sales, marketing and service functions in a CRM application in the cloud as required. This can then be used at any time and anywhere on the laptop, smartphone (CRM app) or tablet without a prior installation.
Thanks to modern technologies, data is even much more secure than on the computer at home, and multiple redundant connections can start with failures of individual providers. Backups also back up the data in the cloud CRM every night and can be restored in an emergency.
CRM program by GEDYS IntraWare
If structure is to be brought into customer management, CRM programs are the best way to find their way around the data jungle. Before deciding on a CRM system, however, you should first become aware of your own CRM requirements: The CRM software should fit the company and be suitable for the respective application area. You also have to consider whether you should purchase a single seat, a group solution, a cloud service or individually assembled CRM.
GEDYS Intraware offers you a wide range of services for various business areas such as sales, marketing or service, as well as CRM software for event, service or travel expense management.