business digitization

CRM (Customer Relationship Management)

• A CRM is the computer program used for the comprehensive management of all aspects related to clients.

• A CRM is software that allows companies and freelancers to track interactions with users, leads and clients.

• This tracking function encompasses the set of commercial practices and strategies aimed at customer relationships.

• A CRM allows any company (regardless of its size) to stay connected with its customers, improve profitability, optimize resources, increase customer satisfaction and enhance business growth.

• To do this, sales, marketing, customer service and contact points or "touchpoints" are integrated within the management system.

Functions of a CRM

• Marketing.

• Sales management.

• After-sales service.

• Customer Support.

• Lead tracking.

• Technical assistance.

CRM tasks

• Collect and organize customer data and personal information, including purchasing interests and preferences.

• Organize accounts and contacts.

• Connect to your entire team from any device.

• Simplify repetitive tasks for more effective lead tracking.

• Provide recommendations regarding customer relationships.

• Collect emails and customer interactions.

• Personalize contact with customers.

• Accelerate and simplify the sales process.

• Evolve at the same time as the company.

Types of CRM: Operational vs. Analytical vs. Collaborative

• Operational: Operational CRM is designed to simplify a company's main business processes through automation.

• Analytical: The main objective of analytical CRM is to add customer information from different channels to understand their behavior and purchasing habits.

• Collaborative: The operation of collaborative CRM is based on sharing the information obtained from interactions with the client with the rest of the company's departments.

Types of CRM: Local vs. Cloud

• Local CRM (On-Premise): It is the type of CRM that is hosted on a physical server of the company and requires maintenance by its own IT team. In this case, it is necessary to install the CRM software on the server or on a computer used as such.

• Cloud CRM: It is based on "cloud computing". We can say that it is an "online" CRM and therefore it does not install on a computer nor does it require your company to have an IT team dedicated to maintaining the software.

Local CRM (On-Premise)

• Advantages:

  • Greater control of the server by IT teams.

• Disadvantages:

  • A power outage may cause delay in using the system.

  • The initial costs derived from installation and configuration are high.

  • An IT team needs to be hired to manage the server and perform maintenance.

  • It is less flexible and upgrades can be expensive.

Cloud CRM

• Advantages:

  • Available 24/7/365.

  • Accessible from anywhere and also from mobile devices (smartphones, tablets, etc.).

  • The initial investment is minimal.

  • It does not require server maintenance and updates are automatic.

  • Safely accompany the growth of the company.

• Disadvantages:

  • It depends on the internet connection, but can sync with offline data.

Features of a CRM

• Contact and customer management. One of the main functions of a CRM is the management of information and customer relationships from the first contact until the sale is completed.

• Workflow automation and customer segmentation. This feature allows you to filter data and automate repetitive processes so that the team can focus on other more important tasks.

• Interaction tracking. The CRM automatically records the history of interactions with the different interlocutors throughout the sales funnel.

• Management of sales opportunities. A CRM helps convert prospects into customers through lead identification and scoring.

• Integration with external tools. All CRMs have integrations with other applications that the company uses regularly.

• Other usual or additional features. Document management, budgets, reporting, analytics, predictions, etc.

CRM Strategy

• 1. Objectives of your company.

• 2. Available budget.

• 3. Technological needs.

• 4. Simplicity in use.

• 5. Detailed reports.

• 6. Segmentations and filters.

• 7. Technical support.

Benefits of a CRM

• CRM helps your company eliminate obsolete processes and manual effort so your business can move forward.

• The platform organizes accounts and contacts in an accessible way, in real time, accelerating and simplifying the sales process.

• Instead of relying on reminders on sticky notes or spending all your time poring over spreadsheets, you can send leads to your sales team quickly and easily.

• That way, all team members, no matter where they are or what they are doing, will always be working with up-to-date information about customers and their interactions with the company.

• With data in view and easy access to it, it's easier to collaborate and increase productivity.

Whether you are self-employed, an SME or a large company, at U2-LAB™ we help you with everything you need, at all times, from the beginning of the project to its completion and beyond, so that you have peace of mind and can dedicate yourself to what really matters: growing your business/company and offering your clients services of the highest quality, effective and efficient.