CRM by the numbers: How you see it vs. how you use it

CRM by the numbers: How you see it vs. how you use it

Julie Pearl Published on April 7, 2015

businessman-holding-hands-with-people
A good customer relation management (CRM) software is becoming a staple component in most companies today. Not only can it organize your interactions with clients, it can also boost profits by automating and streamlining processes of key departments such as customer support, sales, and marketing.

Both expanding and established businesses can benefit a lot from the added efficiency and convenience that CRM software can bring both to their employees and customers. This may make one think that a customer relationship system is integrated into the overall operations of most companies nowadays. However, figures gathered by Microsoft Dynamics are saying otherwise.

How important is CRM?

business-using-virtual-touch-screen-with-business-partners-in-the-back

Almost 90% of companies says that automated management of customer data and interactions between them and their clients is extremely important. But out of the total population of brands using a CRM software, only 64.4% is doing data management right. The remaining 35.6% is having difficulties in this area, while 19.4% supposes that CRM is simply a vessel for storing information.

While the system is indeed used for keeping crucial details about clients, it can do a lot more than collecting and tracking transactions. Get the most out of your CRM software by using the data gathered there for analyzing trends, improving service quality, and fortifying your marketing strategies.

Who should use the program?

A whopping 81.9% of business leaders believe that privacy is of top importance in customer relation management. Even so, only 22.2% of them have a definite person in charge of data privacy.

Yes, CRM unifies client databases of different departments and synchronizes activities for every approved person in a company to see and review. Still, customers should be grouped according to certain factors such as transactions type, location, or departments handling them. Doing this works in two ways: first is that units get to focus on the particular account assigned to them, and second is that sensitive information gets to be protected and have limited access.

How does the software improve customer experience?

Ninety percent of experts believe that individual communication is crucial in CRM. But the fact that only 22% of businesses give customers individual treatment through their software contradicts the general belief.

Automation does make processes faster and more efficient, but this shouldn’t be achieved at the expense of personalized experience. Customers should still get the type of service that suits their unique needs regardless of the platform they receive assistance. Your CRM software should be used mainly for elevating customer satisfaction, not simply to alleviate data overload within the company.

As one of Open Access BPO's content writers, Julie Pearl shares her BPO knowledge through her blog posts, research papers, and other resources. She writes about outsourcing news and call center management tips and insights.

Leave a Reply

JOIN US ON FACEBOOK
Open Access BPO
Open Access BPO3 hours ago
Many businesses want to expand successfully outside their own shores, but how will you know if you’re ready for the challenge? Open Access BPO shares 7 signs that your #startup is ready: https://bit.ly/3AKMuXp

Outsource your #multilingual #customerservice to us: https://bit.ly/3zJGooN

#WeSpeakYourLangugage #SME #SMB
Open Access BPO
Open Access BPO5 hours ago
Open Access BPO took diligent steps to meet GDPR specifications to prepare for the stringent evaluations conducted by auditor Network Intelligence. | https://bit.ly/2XVNhpW

Need a #MultilingualCallCenter that will future-proof your business' offshore operations? Contact Open Access BPO today: https://bit.ly/3CPI0zm

#WeSpeakYourLanguage #DataSecurity
Open Access BPO
Open Access BPO3 days ago
Since the US is a cultural melting pot, businesses catering to the North American market would definitely benefit from skilled multilingual professionals. Read more about it here: https://bit.ly/3u9BlwH

Ready to add a second business language? Contact us: https://bit.ly/3lTr2ck

Interested in #onshoring from our #LasVegas site? Explore Open Access BPO Onshore™ Solutions: https://bit.ly/2XKlBnw

#WeSpeakYourLanguage #multilingual #outsourcing #bilingual
Open Access BPO
Open Access BPO3 days ago
English is the most commonly used business language. This should be your company's top choice if you want to tap the world's most powerful economies.

Here are the top languages businesses must offer to remain competitive in international markets: https://bit.ly/39NKqSF

For #CustomerService and #BackOffice support in over 30 languages, contact Open Access BPO today: https://bit.ly/3u9v3wQ

#WeSpeakYourLanguage #outsourcing
Open Access BPO
Open Access BPO4 days ago
Outsourcing to expert third-party providers open new opportunities and business innovations for international expansion. Open Access BPO explains the benefits for businesses who outsource: https://buff.ly/2XK3bDm

Get started on #multilingual #customerservice: https://buff.ly/3nXmy7h

#WeSpeakYourLanguage #outsourcing
Open Access BPO
Open Access BPO5 days ago
Get acquainted with Open Access BPO's operation facilities in the Philippines, US, Taiwan, and China.

Need help deciding which location best suits your #multilingual #callcenter needs? Contact us today: https://buff.ly/3zrnOBv

#WeSpeakYourLanguage #Outsourcing
Do NOT follow this link or you will be banned from the site!