Elecera Blog

last update: Nov 14, 2022

What is CRM?

What is CRM? We get a lot of questions on this, and why is it so important to a company?

Why can’t I just use Excel to deal with the data I currently have. Technically you can. However, if you want to do analytics work and linking or integrating with other applications. It will be far more complex than you think.

A good CRM program provides a centralized platform for sales teams to manage customer interactions and prioritize activities so that no customer feels ignored, thereby boosting their customer experience.

Signs that you need a CRM tool

By intelligently storing and managing your customers’ information, a CRM system increases the number of leads coming in, helping your sales and marketing team find new customers faster. It supports your sales teams in closing more deals faster. It also enhances customer service. For example, by adding customer data to your customer service software, customer service agents or inside sales are better able to meet the customers’ needs in a more engaging, productive, and efficient manner.

1. Customer data is incomplete or inaccurate.

Often time, we see businesses using Excel to keep customer data. Nothing wrong with that. However, as you start growing, your data and your file might be overwritten by human error, perhaps. You would argue you could restore from a backup, yes, but which version are you restoring from. How many touchpoints have your employees touched so you know information is accurate.  With a proper CRM program, all these issues and headaches will be eliminated. Best of all, it will increase their productivities – not to spend time figuring where the data is.

2. Sales is a struggle

At some point, all companies need to enter new markets or introduce new products. But if you are struggling to keep up with the business you are generating now, you might need to invest in an integrated CRM solution. A CRM can sort, analyze, and prioritize your sales leads so that your sales team can focus on the opportunities that are likely to close and provide accurate answers to customers—quickly and efficiently—and your customer service team has the information they need for upselling and cross-selling.

3. Customer profiles are difficult to find or build

If you cannot locate all your customer data points, all you can do is guess when it comes time to build your ideal customer profile. Not only that, you will have no visibility into your sales team’s activities. To find out this information, you will have to hold more status meetings, taking your salespeople away from customers and exacerbating the issue.