Importance of CRM systems during the pandemic.
The COVID-19 pandemic has brought business activity to a standstill. Companies need to depend on technology to survive and thrive in this “2-Meters Apart” world.
Until the beginning of the year, everything was going hunky-dory. Businesses were soaring, Sensex was thriving, and the economy was booming. Job creation was happening at a fast pace. International trade was at an all-time high. But then the biggest calamity in the history of humanity knocked on our doors. The air became full of little killing machines that spread across every nook and cranny of the world. No country was spared.
The worst thing about coronavirus is that it can quickly spread through the air. If an infected person sneezes, he can infect everyone around him. The sad thing is that even after a year of wreaking havoc on the planet, the virus shows no stopping signs. Millions of people have been infected and tens of thousands are dying every day. The world is waiting for an effective antidote that can put an end to this menace.
A glance at the business landscape will show you that they have been reeling under the disastrous effects of the virus. Thousands of businesses have been shut down and millions have lost their jobs. Salaries have been slashed and there seems to be no immediate restitution. The future appears bleak.
So, should businesses sit and wait for everything to get back to normal?
The world is changing and so should the way of doing business. In the present scenario, it’s not advisable to meet people-in-person. Instead, it would be best if you shifted your focus on using technology. Technology has become an “instant relief pill” that will enable you to conduct business with ease.
This is how CRM software help businesses compete:
1. CRM systems enable salespeople to work efficiently from a distance.
Sales is an art that requires time to perfect. A good salesman doesn’t depend on memorizing scripts. He makes the script alive by pouring a carefully measured mix of gestures, postures, and expressions. But unfortunately, the pandemic isn’t allowing salespeople to visit their clients’ homes and work their magic.
CRM software is playing a unique role in letting the sales team reach clients easily. Video conferences are emerging as new points-of-contact. Salespeople can engage with clients face-to-face and explain to them about new products and services. It makes it easy to present product demos, respond to queries, and build a strong and long-lasting relationship with them.
2. CRM systems allow companies to execute various marketing strategies.
Companies execute different marketing strategies to find and attract prospects.
The following are the ways how CRM systems help companies do so:
Tracking customer details
As soon as a prospect lands on your company’s website or landing page, or if they download a marketing resource — eBooks, flyers, case studies, whitepapers, etc. — you can gather many details. CRM software helps you to do so. It extracts customer-centric information from landing pages, emails, social media sites, etc. Once you have a massive repository of customer details, you can build upon the data and brainstorm effective marketing strategies.
CRM applications gather customer data based on various attributes — like geography, demography, behavioral, etc. It enables the marketing team to target specific segments and niches and allows the sales team to develop various cross-sell and up-sell opportunities.
Sending drip emails
CRM software performs drip email marketing. It schedules pre-written messages and sends them to prospects according to their position in the sales funnel. Thus, it will send a “Thank you for using our services” message to a first-time buyer and a “Don’t forget to renew your service” mail to a long-time customer.
Managing customer queries effectively
Customers have numerous queries and the process starts from day one. They like to compare competitor products in terms of efficiency, cost, after-care service, customer care response rate, etc. The CRM software handles the queries by posting FAQs instantly. It adds/updates new/existing FAQs daily and expands the repository. If it doesn’t find an answer to a question, it connects the customer with an appropriate support service agent who can provide immediate assistance.
3. CRM systems allow teams to connect.
Since the onset of the Coronavirus pandemic, people have been working from their homes. Companies are framing new Work-From-Home (WFH) policies that make it easy for employees to work without difficulties.
The following are the ways how CRM software helps teams stay connected with each other and work as a cohesive unit.
Video Conferencing Apps
Studies suggest that 70%-93% of all communication is non-verbal. So “how” you speak is more important than “what” you speak. But for making that kind of impact, you need to see the one you are talking. The CRM system allows you to do just that. It integrates video conferencing tools like Skype and Zoom and enables teams to interact with each other from remote places. Geographical proximity is no more a problem with CRM software. Teams can conduct performance appraisal meetings, brainstorm marketing activities, build a roadmap for countering competitors, and prepare a blueprint for the future.
Document sharing Apps
Many a time, teams need to work together on a project. Document sharing apps allow them to do so. For example, Google Doc and Microsoft Online enable teams to work on the same project simultaneously. Apps like One Drive enable teams to share TBs of data efficiently.
The COVID-19 pandemic shows no signs of abating any soon. Virologists worldwide are trying to find a cure and until there is a vaccine, companies will have to function remotely. According to international organizations, governments, and scientists, the only way to save ourselves from falling prey to the virus is by practicing social distancing. And in this “2-Meters apart” world, the only way to conduct a healthy business is by using CRM systems.
At Sage Software Solutions (P) Ltd., we are home to world-class ERP software and CRM software that will solidify your business tech support fundamentals and enable you to build a customer-centric organization. To know more about it, SMS SAGE to 56767. You can also write to us at firstname.lastname@example.org
Disclaimer: All the information, views and opinions expressed in this blog are those of the authors and their respective web sources and in no way reflect the principles, views or objectives of Sage Software Solutions (P) Ltd.