Many of today’s most popular CRM solutions are delivered as cloud-based solutions. Because they have Web-based interfaces, these tools allow sales teams to access customer and lead information from any device in any location at any time of day. These software as a service (SaaS) solutions tend to be more user-friendly than older CRM applications, and some include artificial intelligence or machine learning features that can help organizations make better business decisions and provide enhanced support and service to their customers
The data captured by CRM solutions helps companies target the right prospects with the right products, offer better customer service, cross-sell and up-sell more effectively, close deals, retain current customers and better understand exactly who their customers are..
Information tracked in a CRM system might include contacts, sales leads, clients, demographic or firmographic data, sales history, technical support and service requests, and more. CRM systems can also automate many marketing, sales and support processes, helping companies provide a consistent experience to customers and prospects, while also lowering their costs.
Some CRM solutions also offer advanced analytics that offer suggested next steps for staff when dealing with a particular customer or contact. Business leaders can also use these analytics to measure the effectiveness of their current marketing, sales and support efforts and to optimize their various business processes.
Storing all the data from all departments (e.g., sales, marketing, customer service and HR) in a central location gives management and employees immediate access to the most recent data when they need it. Departments can collaborate with ease, and CRM systems help organization to develop efficient automated processes to improve business processes.
Other benefits include a 360-degree view of all customer information, knowledge of what customers and the general market want, and integration with your existing applications to consolidate all business information.