What is Customer Relationship Management (CRM) ?
CRM is a term used to describe the management of all communications made between your employees and your leads, contacts, prospects and customers in order to increase sales and customer satisfaction.
How does CRM help organisations grow?
1. By increasing lead aquisition
A CRM helps businesses communicate to contacts and leads in order to grasp their interest and qualify them. The CRM system includes Email marketing campaings as well as an integration with your website’s contact form.
2. By creating more customers
The CRM software allows the pre-sales team to identify and call the leads that have shown an interest from your email marketing campaigns, in order to turn them into prospects. The sales team uses the CRM to provide the prospects with an estimate or a sales order of the product/ service of their choice.
3. By increasing customer retention
Once a customer has purchased from your business, it is important to keep him/her aware of associated products or services he/she mught be interested in. It is also important to provide each of your customers the ability to contact you, should they have questions / problems relating to their order, your product’s delivery. A happy customer is more likely to buy again from you as well as recommend your business to his/her friends.
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How is CRM used?
1. By the Marketing department:
Running Internal Activities
How will the campaign be pushed?
What needs to be done for the project?
Who will be the target audience?
How much will it cost?
How much revenue do we expect from it?
Who will be responsible of its activities?
Choosing between different medias,
Internal project management,
Costing and budgeting, RFQ analysis,
Task allocation and communications.
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2. By the Pre-Sales department:
Access to these elements
Forecast by pre-sales rep
Targets by caller
Qualifying leads by phone/ email
Items/ Service pricing
Creation of Contacts & Leads
Creation and followup of Opporuntities
Conversion rates by day/ week/ month…
3. By the sales department:
Prospection and Sales
Partner/ vendor pricing
4. By the after-sales department:
Claims, warranties and support
Online ticketing system
Case priority and escalation
How to choose the right CRM?
The right CRM for your business is the one which is easiest to use for everyone.
It must allow your marketing, pre-sales, sales and after sales departments to work better together.
The CRM you choose should be easy to learn, flexible to your needs and that of your employees.
That way, your communication manager as well as your digital campaign manager, the copywriter, graphic designer, and financial director will be able to make best use of it.
Your pre-sales and sales clerks, your sales managers and director should be able to work on the system without the need of extracting data every time they need a report.
Your after-sales and general manager should also all benefit fro the CRM without requireing a long learning period.
Why do we sell and recommend NetSuite CRM?
Here are 5 main benefits experienced by companies using NetSuite CRM:
1) It follows CRM best practices.
2) You pay lower cost of lead aquisition.
3) You pay lower cost of sales.
4) No CRM server/ security costs.
5) It’s an all-inclusive CRM system – No more spreadsheets.
We have been implementing CRMs for over 20 years, mainly across Europe and the USA. The speed of implementation and the flexibility brought by NetSuite CRM is unmatched.
Are you looking for a CRM Solution?
We are NetSuite experts that help small to medium size businesses across the world.
Our founder, Mr Dominique Staub has worked with NetSuite UK where he was awarded the NetSuite EVP award for his outstanding work and the implementation projects he helped rescue across Europe, the Midle East and the United Kingdom.
We offer one-to-one services to guide and support you and your team in the implementation of this cloud ERP.
Our customers range from startups to small multi-nationals, across industries and timezones.
Your NetSuite implementation will be in good hands with us !