What is CRM?

CRM (Customer Relationship Managament), a set of tools, procedures and strategies aimed at improving client relationships.

The CRM system has the role of managing external activities of a company, regarding clients, prospects and business partners, as well as the internal ones, related to employees and departments, contributing towards the implementation of an integrated CRM strategy.

The CRM system also unifies interactions with clients and prospects, maximizing the value of the information available and contributing to the attraction of new customers as well as generating new opportunities for existing ones.

What activities does a CRM system usually cover?

Marketing – This module is intended for planning, organizing, managing and measuring marketing activities within the company. Budgeting marketing campaigns, segmenting prospect lists or analyzing the results of promotional actions are just a few of the aspects covered by the CRM system.
Sales – Facilitates the improvement of sales processes, and the increase in the number of contracts concluded in a certain period through activities that aim at tracking and adjusting the sales pipeline, managing contacts, prospects or clients.
Service and Support – It addresses a more efficient structure of the internal activities, but also an increase in the quality of the services offered towards clients. All requests from customers are centralized, and representatives within the company are assisted to solve them accurately and as quickly as possible.

Projects – Helps you plan and create projects, manage resources, optimize costs and analyze the results obtained, the projects being syncronised with the information available in the other modules.

What are the benefits of a CRM system?

• It helps increase sales, by optimizing 4 main factors: increasing the number of sales opportunities and the conversion rate of the opportunities into contracts, the average value of a contract and the decrease of the average duration of sales cycles.
• Improves the quality of sales processes, by permanently monitoring sales, establishing personalized flows by implementing good practices on company level or setting targets or performance objectives.
• Automates online marketing and email marketing activities, transforming site visits into sales opportunities. At the same time, it facilitates integrated marketing campaigns.
• It increases the quality of the relationship with your clients because it offers employees access to complete sets of information about each one, which will help solve their requests in the shortest time.
• Increase employee productivity by providing them with automated workflows, answers to frequently asked questions / good practices at company level, all within the same system.
• Contributes to the successful completion of projects carried out in the company, offering visibility on all the activities that compose them. In addition, it allows simultaneous management of several projects and the appropriate allocation of resources for each of them.