CRM Softwares are as good as you make use of it. The software gives a platform for your business to handle the business functions and to automate the business processes. Be it for Sales, Marketing or Customer Service, the software can help you to ease your business work.
CRM consists of a specialized data center of customers or lead related information. CRM provides a value to an organisation by enabling the staff to see the relevant information of the customer. The staff people can update all the interaction and communication details that occurs between the company and the customer. With the help of CRM, the organization can formalize the pre-sales functions, sales fulfillment and also support processes to be implemented in the application.
The end result of good CRM implementation would be that customer will have better experience with the organization in both sales as well as customer service interactions. This would maximize the organizations ability to sell products and services to customers in a much efficient way.
Most companies have different techniques and tools to improve business process and procedures. The most common tool is the use of spreadsheets. Spreadsheets were one of the mostly used method for managing all the business related process. The use of spreadsheets can be very productive for an individual but it does not scale well for the entire organization. Technology has changed now and so are the people who use it. CRM should be considered as a tool for all the team work. Usage of CRM also helps to cut down the internal communication to an efficient level as reporting and communication can be easily tracked in the CRM software itself.
The CRM should be considered as a platform and not just another database. The CRM has the capacity to operate various functions and the information stored in the database can be reused throughout.