Every small business thrives for its growth. As they grow they also face a lot of challenges. One of the main challenges is to handle the customer service. This happens when the number of customers is growing day by day and you do not have proper infrastructure to meet expectations of your customers.
A Customer Relationship Management (CRM) tool can help businesses to collect, analyze and retrieve the information associated with their customers. It helps every business to treat their customer in a more personalised way, no matter how many customers the business actually has.
But not all CRM tools are made equal and you need to consider the following features before going ahead and using it for your business.
- Contact Management
The most important aspect of any CRM is to manage all your contacts. A good CRM will help you with a single page management feature. Information such as contact info, communication history, social media profiles and lead scores should be managed from a single page.
- Appointment Scheduling
A good CRM will help you eliminate old-school sales scheduling with the help of an online appointment scheduler. It should notify you about your open and booked appointments automatically. It should also help you sync your events with various other calendars like Google calendar.
A good CRM should have Telephony integration for calling from contact pages, inbound and outbound calls, call scripts, recording, voicemail automation and notes.
The CRM you consider should be innovative enough to help you manage your tasks easily. It should provide innovative features such as drag-and-drop option to move your tasks between different sections.
- Social Suite
Your CRM should have a social suite for Twitter monitoring, scheduling Tweets and interacting on Facebook, Google Plus and other social media sites.
- Marketing Automation
Your CRM should have Marketing Automation features to help you build smart marketing campaigns in minutes with web popup, personalization, segmentation and auto responders.
- Data Analytics
Your CRM should provide you with actionable insights about customer activity on your site or app. It should help in analyzing customer interests and web engagement patterns with activity reports, timelines and real-time alerts.
- Cloud-based Access
You should be able to access your CRM from where ever you are, or what computer system you are using. It should be a cloud based CRM. You should be able to get your job done in a way that will keep your customers happy.
One of the most common complaints about CRM is that they are too complicated. But there are many simple CRM tools like Agile CRM, Zoho CRM and many others which help small businesses a lot.
The choice of your CRM can decide the way on how your business should grow. Do not let your business sink by opting for a wrong CRM. Carefully consider all the above mentioned features before deciding on the choice of your CRM.
Authors Bio: Sandeep Das is a passionate blogger who writes primarily on SEO, Social Media, CRM, Marketing Automation and covers the entire gamut of Marketing. When he is not writing he is found reading articles and blogs written by others. He has more than 5 years of experience in blogging.