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Customer Relationship Management (CRM) is a strategy to manage and maintain good relationships with customers and prospects in order to stay connected with them, streamline sales and after-sales processes, and improve profitability by using technology or strategies to help.
In the past, calling customers and ask whether they are satisfied with products or services or sending gifts to customers on important days are what business commonly do as CRM.
However, when the number of customer base increases from 10 to 100 from 100 to 1,000, important information, such as, contact information or service history may have missed out. As a result, the communication between sales and customer is inefficiency. Thus, CRM enables the business to potentially deliver products and services that meet with their customer's needs as CRM allows the business to access customer's insight.
In the 4.0 Digital Transformation era where most companies have replaced the use of paper document with automated system. Undoubtedly, it is essential for business to have CRM System. Having a good CRM system will help business manage lead better, close deals quickly and efficiently and collect customer data in a short period of time. Consequently, CRM particularly makes a good impact especially on sales.
CRM systems are designed to fulfill the needs of all types and sizes of businesses. This includes new businesses, large companies, and specialized businesses such as real estate, tourism, banks, taxes, health care, insurance, legal, media, restaurants, freelance, and non-profit businesses. All of which use Customer Relationship Management software to increase sales, marketing, and support their customers. In order to satisfy the needs of our customers, Nipa, therefore, focuses on the importance of CRM and classify CRM into 2 categories as follows.
1. Enterprise
Currently, Cloud is the most popular platform for CRM system due to its uncomplicated installation and strong security. If you are looking for a secured and cloud-based CRM provider, Salesforce is highly recommended.
Salesforce comes with advanced CRM features including workflow management, advanced analysis, user's permission, sales and marketing automation. Salesforce allows the business to focus on its customers and reduces the time they normally spend on these tasks. With these features, Salesforce is, therefore, considered as one-stop service.
2. SMEs
As an SME, we are often familiar with storing various customer data in excel files. Using excel to store the data can be very time-consuming especially when it comes to searching for files, making a report and summarizing data.
Would it be better if we had a system that can manage this data efficiently? Many people misunderstand and think that CRM systems are expensive and difficult to use. However, if you have a good management team and have the tools suitable for the business, CRM will not be difficult anymore and your business will definitely stay ahead of the competition.
Salesforce allows business to entirely store and cover customer data as it provides the storage where all types of customer data can be collected in a single page. This includes business type, number of employees, parent company, preferences such as favourite food, colour or the blood type.
In addition, Salesforce users can efficiently transform data into reports and dashboards, allowing users to analyse data more precisely. Moreover, salesforce also provides features that can potentially make its user's business to stay ahead and beyond its competitors.
Every size of business shares the same objective which is to generate as many as possible sales. Therefore, Salesforce is designed to especially assist sales people to manage and store all information such as quotation or terms and agreements regarding on sales and etc. in order to gather all the details and opportunities in one place until the deal is closed.
Salesforce functions as Lead Machine that allows users to store all information about Lead from the beginning, follow up process till the deal is closed. Furthermore, this information can be analysed to improve and develop sales in the future.
Salesforce is available on Mobile Application which means users are allowed to log all activities and the data can be opened or updated anywhere at any time. Salesforce also assists businesses to save time with an automation settings function that allows the data to be automatically updated so users do not have to fill in information twice. In addition, people in the organization can also communicate through Salesforce to update customer’s information together 24/7.
Salesforce’s users can create reports and dashboards from the collected customer’s data in order to be used in further decision making. Report and dashboard are designed to assist the executive to see the performance of the sales team and forecast sales volume in the future.
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Chatbot and AI Chatbot are innovations that get more interests these days especially from marketers because chatbot can provide a good experience and 24/7 prompt answering customer which can increase sales opportunities. Applying chatbot in your business will leverage and help
Increasing customer’s satisfaction
83% of online shoppers need advice during the purchase decisions. Therefore, chatbot will make customers feel that they have their own product advisors to answer the questions promptly which will give a good buying experience for your customers and lead to an easier buying decisions.
Collecting customer data automatically
Collecting data will help business understand customer behaviours and offer the products that match individual needs through various channels. Moreover, all information can be used to improve your products and services to stay in the top of mind of customers.
Reducing operating cost to increase profit margin
Chatbot is one of the cheaper and faster options in customer services part. Chatbot helps answering basic and repetitive questions so business can reduce number of staff, for example, your store can reduce 3 staffs to 1 staff just to answering the complicated questions.
Increasing marketing efficiency rapidly
The survey found that the rate of opening messages from chatbot has increased fourfold comparing to opening emails. Click-open rate or clicking link rate through chat has increased tenfold which indicate that chatbot is one of an important tool for marketing nowadays.
Chatbot is the program that responsible for communicating and providing basic information, repeatedly ask in general, which do not have to rely on staff to answer so just setting workflow system to fit your business model. Moreover, chatbot has various features that can apply to fit your business.
1. Chatbot that can interact in chat and comments automatically
24/7 answering customer questions in comments and inbox, unlimited answer and questions form or pattern, and also working effectively with page admin. Moreover, it is able to pull the comments into inbox automatically.
2. Chatbot and store management
The function that can give the product detail in chat for your customer to select easily even when you are sleeping, chatbot can make money for you.
3. Chatbot for broadcasting
Broadcasting with chatbot is to broadcast news & updates in order to increase awareness among the target group thoroughly and also to broadcast the discounts and promotions to your followers in order to increase sales and keep existing customers.
4. Chatbot and data collection
The system can collect customer data such as new / existing customers information (name, gender, address, phone number, email) and preferences in order to offer the right products and services including marketing strategy about products and prices.
5. Chatbot and survey
Conducting survey via chatbot is another method that helps conduct survey which can be both open-ended and closed-ended questions. Moreover, the answers for the survey can be saved in a spreadsheet so that we can analyse data for marketing plan and strategy.
