Why Every SMB Should Use CRM

04.09.23 22:23 By Marques Barcellos

CRM Enables Small Businesses to Achieve Massive Improvement in Customer Service

We encourage every Small and Mid-Sized Business (SMB) to use Customers Relationship Management software. Popularly known as CRM, it's a unique solution to track, organize, and manage business interactions with clients. It compiles interaction data from multiple channels, becoming a valuable source of information such as sales processes, client purchase records, user behaviors, and customer service.

CRM software was popularized at the end of the '90s. Because it can be used in different ways and provide several benefits, it soon became a vital tool among big corporations. However, despite becoming more popular, it has yet to become widespread among small businesses. We'll see why all SMBs should include it in their business strategy and operational planning, if not at its full potential, the features that align with the business needs. 

The main benefit of using CRMs is a massive improvement in Customer Service. By integrating sales, marketing, and customer support, employees can easily access all the information they need about a particular customer. This information can be helpful in many ways, like helping sales representatives to provide tailor-made offers based on a client's purchase records, supporting the help desk to assist users over the phone quickly, and automating the marketing department's repeated tasks by using its automation capabilities, such as sending segmented marketing emails. As a result, using CRMs can improve efficiency and personalization, leading to better customer retention rates.

Let's examine each function (sales, marketing, and customer support). The CRM's sales capabilities help enhance the efficiency and effectiveness of the sales force. It centralizes sales data in one location and organizes and streamlines the sales process by building a sales pipeline and automating essential tasks. The sales team can depend on a step-by-step pre-established sales process to remain persistent, avoiding becoming pushy.

For many businesses, keeping track of every service request is essential. That's where a CRM tool comes in handy. It helps record every assistance request along with important details like when the service was requested, who made the request, which supplier executed the service, when, and the outcome. By doing so, businesses can track every interaction with each user and have extensive and detailed data about each assistance. This helps service providers enhance their customer support, be it an insurance broker, a car fleet management company, an accountant, etc.

Why Every SMB Should Use CRM

Get Help from CRM to Segment and Automate Marketing Campaigns 

Imagine a travel agency with a mailing list of hundreds of customers and prospects. They offer thematic trips: religious, cultural, and sporting events. It would be pointless to send a new spiritual itinerary to sports enthusiasts. To avoid this, the marketing team uses a CRM to segment the email list based on criteria such as age, location, language, interests, preferences, etc. Additionally, marketing automation technology automates sending out individualized email campaigns, which frees employees to focus on the core business. Finally, a dashboard displays the results in a detailed and comprehensive way.

The options are diverse and variable when it comes to customer relationship management (CRM) software. While some products are packed with numerous functionalities, others are simpler, with many variations in between. Depending on the size of your sales or marketing team, investing in a comprehensive version may be cost-effective. Alternatively, small businesses with limited resources could benefit from a free version that would streamline their daily tasks and processes. Two of the most used CRM systems in the market are Hubspot and Zoho CRM.

We highly recommend incorporating customer relationship management into your business strategy. It may initially seem overwhelming, adding another task to your daily routine. However, it will quickly become an essential tool for your organization. Additionally, the increase in productivity will enable you to work more efficiently, allowing you to work smarter rather than harder.

Marques Barcellos