Why You Need a CRM in 2022

CRM usage has increased from 56% to 74% in 2020 alone - and this percentage is set to rise even more in 2021.

A Customer Relationship Manager (CRM) is a software or system used to store and manage all your current and potential customers data. It uses data analysis about a customers’ history with a company to improve business relationships, promote organisation and help with workflow, which leads to an increase in customer satisfaction and customer retention.

To compete and stay ahead in the modern world, you need a CRM. Here’s why.

1) GDPR

GDPR came into force in 2018, and since then has helped individuals take control of their personal data. While GDPR is a blessing for consumers, for many businesses it can be a challenging job to ensure data is being handled and processed correctly.

A CRM system is a vital tool for maintaining GDPR compliance. For example, when someone subscribes or provides you with personal data, you will need to implement an opt-in process and gain certain permissions for different forms of communication. A CRM system will store all this information, showing you who you are able to send which emails to. You can then easily export and use this data as necessary.

2) Reminders

A CRM is the ultimate reminder. It tells you what needs to be done on a working day and, if you’re not there to take a phone call and somebody else takes it, they can easily put the information into the system and remind you to phone the customer back.

Date sensitive and location-based reminders can also be made so that nothing is missed.

3) Customer Service

A CRM system promotes good communication within your business. For example, if you have a conversation or email with a customer, you can put the information into the system and it’s there for everyone else in your team to be aware of. This way, the customers’ needs are at the forefront of people’s minds.

4) Unique Data

Having vital information about your customer stored in a secure place, which is easily accessible, give you a unique insight which you can use to your advantage.

Well, this is exactly what a CRM does. It stores information like names, addresses, and dates for you to access in just a few clicks. So, when it comes to things like email marketing you can be much more personal in your approach. For example, you could offer things they have already showed interested in or purchased before. You can also send out relevant promotions and even offer a free personal gift on their birthday.

5) Customer Lifecycle

Instead of writing down notes, forgetting about that phone call you had yesterday or not remembering to pass that message on because you were too busy, you can just quickly type it into your CRM to remind the relevant person to get back in touch with the customer 

With a CRM, you can track client activity from initial enquiry and beyond, which enables you and others to see what stage the customer is at.

6) Accessible

With a cloud-based CRM, you can access them anywhere on the go at any time, on devices with an internet connection. This is beneficial for consultants, salespeople and people who are always on the move.

7) Scalable

Cloud-based CRM systems also allow businesses to start small and scale easily, which means you don’t have to worry about business growth and purchasing another system – the system will grow with you.

8) Integration 

To make the most out of your CRM system, you can combine it with the other tools you use in your day-to-day business life. This includes things like email, calendar, and marketing platforms. Being able to access everything from one platform, you’ll save time and be much more efficient in your processes.