The CRM Features that all businesses must have

Darry West

Benefits of CRM (Customer Relationship Management)

Efficiency.

Collaboration. Information is shared between employees.

Data.

Improved customer experience.

Organise and keep up to date your customers’ information

Analyse and understand your customer relations throughout the buying process

Core CRM Features

Company and Contact information.

Opportunities / Leads.

Reporting - Insights into your business.

Marketing - Email campaigns / Telemarketing.

Integrates with email marketing platforms like Mailchimp, Constant Contact, Aweber, ...

Extended CRM Features

Quoting / Invoicing

Inventory / Stock

Project Management

CRM is encroaching on the ERP (Enterprise Resource Planning) space, such as automation, financials, supply chain, and the manufacturing process.

Key CRM Feature – 1. Customisation

Businesses are different – Make the CRM conform to the business, not the other way round.

Businesses will change – Is the CRM going to stay relevant?

Key CRM Feature – 2. Interaction with other business applications and processes

Accounting Systems, MYOB / Reckon / Quickbooks / Xero.

Bulk Hosted Email Provider, eg, Campaign Monitor.

Website – webforms, shopping cart.

Importing from Excel – important for initial installation.

Dashboard.

Mobile Phone.

Key CRM Feature – 2. Interaction with other business applications and processes (continued)

Outlook.

Phone system.

Information integrates with Outlook

The CRM recognises when the customer calls & automatically brings up the customer information.

Key CRM Feature – 3. Automation

Actions when data changes.

Webform actions.

Reporting.

Great for KPIs – sales targets, how many calls, sales conversions, etc

Other Features

Rich feature set – even if you don’t use them today. Is there an upgrade path?

Relevant to the business – Australian environment.

Support – a MUST have.

KEY NOTES WHY EMAIL MARKETING Email marketing beats just about everything for return on investment. (emarketer.com). At the heart of any email marketing campaign is a robust customer relationship management (CRM) platform. There are many CRMs on the market and many are now cloud based. But what essential features should businesses look for with CRMs. BENEFITS OF HAVING A CRM A CRM allows you to: • organise and keep up to date your customers’ information; • enhance collaboration and information sharing between employees; • analyse and understand your customer relations throughout the buying process • resulting in a more improved customer experience. CORE CRM FEATURES These are the core features that every CRM must have regardless which one you decide to use. • Contact and Company Information. Most basic but yet most valuable information about each and every one of your customers and their history. • Opportunities / Leads. Enables you to record your customer interactions and establish opportunities along the buying process and beyond. • Reporting – Insights To Your Business. • Marketing – Email Campaigns / Telemarketing built in / integration.

KEY CRM FEATURES • Customisation • Interaction with other Business Applications • Automation • Upgrade Path • Australian Environment • Support

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