Customers are the mainstay of businesses in all industries. Therefore, having a dedicated tool for delivering superior customer service is essential to ensure cordial bond with them for consistent growth. But many organizations lack the proper system to integrate data associated with customer interaction and their experience. Such insufficiency in the business system leads to a critical situation and you might have to lose your customer as they prefer to have a hassle-free source of resolutions. We have shared this blog post to let you easily find what is the purpose of customer support CRM and how does it work?

Let’s understand importance of customer support CRM

Customer support CRM is part of cutting-edge technology and serves as the platform to track the customer’s data with complete security. It creates the cornerstone to make your business successful. Customer support CRM is the most secure platform to manage interactions with customers and store information about them. Business owners must access the purpose of customer support CRM  to ensure the increase in business efficiency.

The most advantageous aspect of the customer support CRM is that it allows your sales and marketing team to easily recognize their customers and their concerns. In this way, they talk to them quite accurately without wasting their time. Further, appropriate information about the customer’s data enables them to take the actions meticulously for resolution. You can make your business thrive only by delivering a positive customer experience. Therefore, it is imperative to have a piece of the automated system to encourage customer retention and customer loyalty for you and your brands.

Apart from creating opportunities to maintain the relationship with your existing customers, customer support CRM also allows you to access the former customer who had ended using your products and services. With the help of the customer support CRM, you can easily keep your business system organized.

How does customer support CRM improve Customer Experience?

The core motive of every business is to improve customer experience. Since customers are live assets of the business and hence it is vital to serve them better as much as possible. You can find the following benefits that majorly contribute to the growth of the business:

Allow you to keep in touch with your customers

Businesses need to maintain uninterrupted contact with their customers. Adoption of the customer support CRM helps businesses to send the emails on a regular basis to their both current and potential clients. Since the mailing system is the most authentic way to share information about the newly launched products and services with the customers. With the help of the customer support CRM, you can easily keep a check on your customer’s conversation and their initiatives for the purchase of your products and services.

Enable you to create personalized communication

The creation of the mail with personalized subject lines is highly influential. Most customers click on their mail to take a look because of their name reflecting in the mail subject line. Thus, use of the CRM helps you to include such practice to develop a stronger bond with your customers and improve their experience with your products and services.

Create consistency in your customer experience

Having an idea about the mindset of your customers can help you to achieve business goals without any hassle. Your interactive approach through the regular messages and quick support for your side makes your customer experience excellent. But this kind of factor cannot be achieved through manual work practices. Thus, Customer support CRM is the best option for your business success.

Help to manage customer requests on social media platforms

Social media platforms are the first choice of every customer. They like to connect to you through Facebook, Instagram, or LinkedIn to share issues if they face any problems with your products and services. Additionally, they collect information about your products and services using the same. But for the appropriate management of the customer’s data such as their inquiry and issues on the social media platform, you can use the customer support CRM.

Let you find more about your customers

The presence of the customer support CRM helps you find out which product your customer has purchased when he or she browsed on your website and put the inquiry on social media channels. The complete storage of data associated with their browsing habits can let you easily know their interest in your other products and services. So overall, the use of the customer support CRM is the best way to manage your customer insights efficiently for improved business productivity.

Conclusion

Customer experience is the most important criterion to measure your products and services quality. So, you need to focus on improving your support function to build a resilient relationship with your customer. Thus, Customer support CRM is the most authentic software to let you create a congenial scenario between you and your customers.

Are you Customer-Centric?

Basically, Customer centricity means putting your customer at the center of what you do. As an organization, you need to understand the “how” and “what” of customer experience and you need to promote a customer-centric culture because it is one of the most key differentiators now among the competition. You need to have the right strategies and measures in place to delight your customers and one of the most important ways of doing it is by having a robust Helpdesk ticketing system in place. Let’s understand the meaning of having such a system and its key benefits?

Meaning of Help desk Software or Ticket Management Software

We can call it helpdesk or service desk or customer support desk or ticket management system but it implies a system that can automate complaint resolution process by assigning tickets to customer issues resulting inefficient management of customer issues.

Why Help desk Management System or ticket management system is important for your business?

Here are few key benefits of a ticket management system that you should know:

Conclusion

After looking at the benefits of a customer service support CRM, we have proven that having an all-inclusive ticket management system is the need of the hour. If you want to delight your customers at every touchpoint, then you need to have a robust ticket management system that offers you omnichannel customer support. There are many help desk ticketing software in the market, but not all are created equal. Dialdesk also offers customizable customer support ticket software, which provides a full suite of customer support features. In case you wish to demo, reach us at 9643303884.

If you have a sales team that works on-field or is working remotely to generate sales for you, then you just can’t do without a Mobile CRM

What is Mobile CRM?

A mobile CRM is a version of your CRM solution which can be accessed from a mobile device (e.g. a smartphone or a tablet). It enables you to access up-to-date information about your customers and potential customers on a real-time basis.  It helps your sales force work smarter and faster.

How mobile CRM closes more deals for you?

The mass migration of internet users from desktop to mobile devices clearly indicates that people expect real-time information to be accessible from anywhere. Mobile accounts for approximately half of the web traffic worldwide. In the third quarter of 2020, mobile devices (excluding tablets) generated 50.81 percent of global website traffic, consistently hovering around the 50 percent mark since the beginning of 2017.

This is because mobile CRM development services allow its users to access their data no matter where they are, allowing them to run their business on the go.

Top 10 Benefits of Mobile CRM:

Salespeople are already mobile in their daily lives and it is only a matter of time before all sales reps begin using mobile technology to gain a competitive advantage in their business. Companies that see this shift coming and get out ahead of the curve by enabling their team to fully embrace mobile in their sales process will reap massive rewards and recognition. With increased efficiency, streamlined and automated workflows, and staggering productivity efficiencies, mobile sales teams will dramatically outperform their desktop counterparts. The future of sales team is mobile.

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ERP Vs CRM:: Which one is indispensable for your business?
Why you can’t do without a CRM and Sales Management system?

Organizations worldwide often wonder what the difference is between a customer relationship management (CRM) system and an enterprise resource planning (ERP) system. The two systems are similar in many ways but they have different core functionalities. Both are valuable business solutions that help to improve, both revenue and productivity. So, are you ready to learn more about the differences? Let’s compare and contrast.

What is CRM?

CRM means Customer Relationship Management. CRM at its simplest is systems and processes for managing a company’s interactions with its current and potential customers. When we talk about CRM, we usually are talking about CRM Software. A CRM software is used to organize, automate and synchronize sales, marketing, and customer service.

CRM now has been developed to include all areas of the customer experience, keeping the customer happy and in turn keeping them loyal and more valuable to your business. It is the process of identifying potential leads/prospects, nurturing them, and guiding them through the sales process to close the business deal. Once they become a customer it ensures that you maintain that relationship and encourage repeat business – either more frequent orders or higher value.

CRM focuses on three key areas: sales, marketing, and customers. It can help your teams within these departments achieve the following:

What is ERP?

ERP software is designed to streamline business operations. While a CRM focuses on the sales and customer service side of the organization, an ERP system is integrated and implemented across multiple departments within the organization.

At its core, an ERP system offers interconnected management of specific business processes. So, you can access standardized information throughout every department in real-time. Any issues can be sent as alerts to designated recipients.

The business can hence focus more on data and less on operations. There are fewer errors, and organizations can make better decisions.

The right ERP system will help your business and your team achieve the following:

How are CRM and ERP similar?

ERP and CRM are both business applications that store and analyze data in a relational database. Both are delivered either through a traditional on-premises model or through software as a service (SaaS), where the vendor manages the software in its own data center and customers access it through the cloud.

While NetSuite and Salesforce.com, the two pioneers in SaaS ERP and CRM respectively, got their start around the same time, CRM systems were quicker to move to the cloud because the systems proved simpler to build and businesses were initially wary of putting financial data in the cloud.

ERP Vs CRM – What’s the difference?

Generally, you may have to choose between CRM and ERP. Your choice will depend on three critical factors:

For instance, smaller businesses may choose CRM systems to grow their customer base. In contrast, complex organizations choose ERP systems to cut operational costs and maximize ROI. Thus, your IT capacity, current, and future needs may also influence your choices. You might choose an ERP system to streamline processes. Or perhaps replace existing non-integrated applications. Other businesses with a focus on their customers and want to sync sales and marketing functions may choose CRM systems.

Deciding between a CRM or an ERP system

For companies who want to maximize their growth, they often wonder which system to implement first. It can be a difficult decision because they each have unique advantages. To scale, companies must increase sales and profit–so, that requires a CRM system.

On the other hand, an ERP system drives the business with precise and accurate inter-departmental data. Before organizations can cut costs, they must have profits. Moreover, a company can be extremely organized yet not make enough in sales to continue operating. Business processes are only possible with consistent sales revenue.

So, what’s the answer? Well, you need both. A CRM system drives sales, and an ERP system helps to streamline operations and reduce overall costs. Working together, a CRM and an ERP can maximize business growth.

To enquire about a demo that is the best fit for your business, email at sales@teammas.in

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How a Robust CRM boosts your Revenue?

New technology comes fast and goes, even faster. These days, there’s a new app or widget every week promising to make businesses and their sales reps more productive, efficient, and effective. Although some technology has proven to be more useful than others, one piece of sales technology that’s definitely here to stay is customer relationship management (CRM) software.

A properly deployed CRM system is an extremely useful tool. It tracks and manages all interactions and communication your representatives have with prospects and customers. It also helps to flag opportunities that might require additional nurturing or follow up (among many other things).

CRM literally helps to boost sales!!
Back in 2012, *Tech News World published research, which revealed that more than half of all businesses (54%) expected to improve their sales with CRM.
But, has this happened by now?

Well, #statistics point out to “Yes”, as 2014 saw an amazing 87% increase in the use of Mobile CRM, which is particularly appealing to salespeople who are always on the move.
Talking about the needs, what could be more important for sales representatives than achieving the targets?

According to **The Tas Group, on an average, 2/3 of all salesforce (67%) miss their sales quota.
Meanwhile, the study by Innoppl Technologies claims that that 65% of sales reps who have used Mobile CRM were able to achieve their sales quotas, and a staggering 78% of those who didn’t use CRM did not achieve their targets.

Despite all the “pros”, not all salespeople seem to be excited by the idea of introducing CRM in their daily routine. The number of salespeople who misinterpret the value of CRM is 87%, as they think it is adopted by their manager to police their activities. This fear results in them “just checking boxes” in the system, without seeing the true value of this tool.
Even though the benefits that CRM brings to the sales teams may not be immediately recognizable, they are still game-changing if implemented in the right manner.
And since those are the salespeople that need CRM the most, in this blog post I will bring out the key reasons why CRM can help them achieve their sales goals faster and improve results.

So, why do salespeople need CRM?

Now that you know how CRM brings value to your business, and if your business is ready to adopt one, it’s time to start evaluating your options and to book a demo, email at sales@teammas.in

Suggested Reading:
 Smart ways to generate more leads for your business

Sources:
https://www.technewsworld.com/perl/partner_download_v.pl?partner=itic-crm-deployment-trends-surveys-2011-2012
#https://www.superoffice.com/blog/social-selling-statistics/

**https://www.superoffice.com/blog/sales-quota/

^https://www.slideshare.net/SathishMariappan/mobile-crm-6803102

Last month, a miracle happened. Your company’s video went viral. Lead volume shot up by 500%. You were pumped and the office was filled with a spirit of celebration.

Cut to today, and your enthusiasm has been reduced to nothing. Here’s how:-

Week 1 :

80% of your calls have ended with the two fatal words – “not interested”.

Week 2 :

60% of your calls have ended with people telling you they don’t even remember your company’s name and certainly didn’t sign up for a free trial seeing some video.

Week 3 :

40% of your calls have ended with people telling you they’ve already purchased your competitor’s product, thank you very much.

Week 4 :

Your conversion rate has dropped abysmally, and you don’t think you’ll ever be able to reach out to all the 12000 leads yet to be contacted.

Moral of the story? Two words could have prevented all of this heartbreak: lead prioritization.

What is lead prioritization?

Lead prioritization is simply separating quality leads from junk ones so that you can reach out to the ones that are most ‘likely to buy’ first.

Now, how do you identify who is ‘likely to buy’ and who is not? You can use two simple parameters for that:-

Let us delve deeper into what these parameters mean, and how you can measure your lead’s ‘likelihood to buy’ from them.

Closeness to your Ideal Customer Persona (ICP)

This is a static measure of your lead quality and helps you understand how aligned your product is with the needs of the lead.

Defining your ICP

Your ideal customer is someone who is the best fit for your product. Your Ideal Customer Persona is just a set of features that you use to represent your ideal customer.

Here are a few examples to help you understand this better:-

customer persona
customer persona

From the above table, it is clear that each business will use different metrics to define its ICP. Besides, one business may cater to more than one ICPs. For example, a travel agency selling budget, as well as luxury packages, will have different ICPs for each of them.

Qualifying leads based on ICP

Once you’ve defined your Ideal Customer Persona, you can use filters on Excel to qualify your leads on the basis of it.

Let’s take the case of a Tier II B-school, for which we have already defined the ICP above. This is what their lead data would look like, before prioritization:-

Ideal Customer Persona
Ideal Customer Persona

Now, let’s see what this list looks like after I apply these ICP filters – Profession:  IT, Age : 22-25 and Work Experience : 1-3 Years.

Manual prioritization using Excel
Manual prioritization using Excel

However, this is a very basic way to qualify your leads.  Manual prioritization using Excel comes with a couple of limitations:

A marketing automation tool like LeadSquared can help you see the ‘engagement index’ for each lead. To set that up, all you’d need to do is :-

Define the Activity Period 

If you’re an MBA institute, your sales cycle will typically be around 1 year (this is the time it takes for students to prepare for exams, give the exams, and then choose from various college options based on their results). Now if a lead was actively engaging with you 2 years back, and it reflected on its engagement score, that would be a false measure of its likelihood to buy because they might be disengaged currently.

That is why; you can specify for what period you want the lead’s activities to be included in the calculation of the engagement score. Because the engagement score is based on the ‘recentness’ of a lead’s activities on your web presence/campaigns, it is a dynamic measure of their ‘likelihood to buy’, as opposed to the quality score, which is a static measure.

Specify the lead stages to include 

If you’re in a business that does not see repeat sales (like an institute), you may not be interested in seeing the ‘engagement score’ of a customer. This is just one of the many cases where it is not useful to have the engagement score calculated for all of your lead stages, so using this option, you can specify which stages you’d need the score for.

Specify the lead activities to include

The engagement score is based on tracking a lead’s activities towards your business, and assigning each of these activities specific values depending upon their importance.

For example, if a lead signed up for a webinar, you can define a rule for increasing it’s engagement score by +5. On the other hand, if a lead only opened an email about a webinar, you can define a rule for increasing it’s engagement score by +1.

Using the scores associated with each of these activities, the software will compute the engagement score for each lead in the system.

lead scoring model
lead scoring model

And we’re done! Hope this helps you get your priorities right in order

To book demo for the solution, Fill this form NOW

“Your success in life isn’t based on your ability to simply change. It is based on your ability to change faster than your competition, customers and business”– Mark Sanborn

Organizational change is no choice and in fact is essential for a company to move ahead in the path of progress. Changes could be strategic, structural, technological, or relating to people, culture, policies, processes, products etc. Since companies are moving from being internally driven to being customer-focused, none of the changes would be relevant or fruitful without taking customer relationship management into account. What this means is that companies must ensure that organizational change happens to improve their relationship with customers—both existing and potential—and to serve them better. Revolving change and decisions around customers is a sure-shot way to success and long-term gains for any company.

Customer relationship management is not easy by any standards; companies need to consistently invest resources to ensure that they not only attract, but also retain customers long enough to become loyal fans. Any kind of organizational change is never easy – it is a hard and cumbersome process – and by adding customer relationship management, this task has become even harder. Every company has its values, a unique culture, rules and guidelines, and a set of employees that are expected to live by these aspects. The fact that employees come from different backgrounds, skill-sets, and experience levels makes it tougher to keep the culture intact – imagine the difficulty implementing any change keeping customer relationship management in mind! In order to succeed, a company must find ways to ensure that every employee contributes to the change and is happy to contribute in whatever manner required.

Companies have had to change their business strategies owing to the drastically changing market situations–economic downturn, increasing competition, rise of self-help options for customers, increase in similar products and services. The power equation has shifted to the customers owing to these factors; therefore without a focus on customer relationship management, a company may find it difficult to sustain in a longer term. It is now necessary for companies to invest in technology and software that makes customer relationship management agile and a lot easier. This would help companies align this strategy with their overall business strategy or make organizational changes in order to do so. Without the inclination and alignment to a focus on customers, it would be tough to gain maximum advantage of CRM software, technologies, and principles in the market today.

Before implementing any reorganization, a company must first identify the existing processes and their alignment with customer-focused policies. The decision of reorganization should be made post evaluating whether these changes would have a positive impact on customer relationship management or whether they would jeopardize the company’s efforts in that direction. Customers are not likely to be happy with any changes that affect them adversely; they would rather move their business to a company that seeks to satisfy their needs, and concurring with them before making any relationship altering changes.

We know that the top management of any company is mostly responsible for affecting changes in any organization and therefore they must make informed decisions before edging forward with any changes. When top leaders are convinced of the positive impact of an organizational change on customer relationship management, they would be able to inspire confidence and credibility not only with employees, but with the customer base too. Employees drive the tide in the favor of a company and get customers to believe that the changes proposed would be beneficial for them too. Employees too, remain enthused when they observe their leaders promoting an initiative. While the initiative must come from the top leaders, we also know that realistically, they cannot be directly involved with every project and reorganization initiative.

An organizational change management program requires deft handling, especially because any change is usually met with resistance. By ensuring that it is methodical, provides details of the benefits. Ensuring support to employees to help manage the change, will enhance the chances of success. If employees were to resist the change, there would be a direct impact on their job performance and in the manner in which they serve customers. This would naturally adversely affect the relationship a company has with its customers, leading to dissatisfaction and churn. There is therefore, a direct connection between any organizational change and customer service. An inefficiently managed change would meet with negativity that would then radiate out to the customers, which is never acceptable for a customer-focused company.

Organizational change requires careful planning and implementation. In order for it to be successful, the impact on customer relationship management must definitely be discussed. If the program will lead to a major change, it is advisable to implement it incrementally, to ensure least possible disruption to the employees and in turn, to the customers. Organizational change is a must, however, it should be managed in a way that both employees and customers can perceive the short-term benefits and envision the long term goals.

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