Guest post by the Workbooks team
Having accurate records of communications with your clients is vital for any business. Networking, marketing, sales and retention of clients all rely heavily on the ability to easily recall and check on previous interactions. Some of the best tools on the market today that can be used to track and analyse communications and interactions with clients are web-based Customer Relationship Management (CRM) software packages.
What is Customer Relationship Management?
Customer Relationship Management is a strategy for managing your company or business’s communications and interactions with customers and potential customers. Various Customer Relationship Management software packages are available that provide tracking, organization and analysis of various business processes, including marketing, sales, customer service and technical support. Web-based CRM software is especially popular as it provides unparalleled flexibility and accessibility to the software for employees and business owners alike.
What Can Customer Relationship Management Do?
CRM software allows for every communication and interaction of your company with a client to be easily recorded and integrated into an easy to use database. Emails, mailings, telephone calls and the customer’s replies (or the lack thereof) can all be documented. Web metrics, including such interactions as clicks and page views can also be tracked. By using Customer Relationship Management software a business owner or member of staff can have all this information at their fingertips, aiding decision making and allowing customers to experience more professional and more helpful customer service and technical support. Technical support and customer service staff need not ask repeat questions every time a customer has a problem, therefore improving the quality of the customer’s experience.
Marketing and sales staff can assess the impact of previous interactions on the client, and make better decisions going forward, thereby increasing the generation of leads and conversion of leads into sales. Customer Relationship Management software can also flag up bottlenecks in your communications, such as a particular member of staff who has been dropping the ball or a method of communication that has slower response times. This allows business owners to streamline and improve their client communications.
Advantages of Web Based Customer Relationship Management Software
Many companies now offer – and many employees now wish to take advantage of – flexible working hours and opportunities to work at home. Web-based Customer Relationship Management software allows these working conditions and the benefits that go with them to accrue to a company without sacrificing the advantages that an integrated Customer Relationship Management software solution provides. When employees are on business trips, at home, or away from the office when an opportunity or concern arises from a client, they do not need to be equipped with a company laptop on which the software is installed. Instead, the employee can use any computer with internet access to log on to the secure site and log the communications. This avoids lag times where important communications are not available to other employees, avoiding crossed wires, unnecessary communications and annoyance to the client.
This article was written by Workbooks, leading supplier of web CRM software.