What is CRM used for?
CRM systems are used for a wide range of tasks. Here are some of the most common use cases to consider and keep in mind:
Customer data management: One of the most important functions of a CRM system is to store and organize your customer data. This data can include everything from contact information to purchase history. Having all this data in one place makes it easy for you to access and use when you need it.
Track sales and marketing interactions: Another common use of CRM systems is to track sales and marketing interactions. This can be useful in understanding which marketing campaigns are working and which are not. In addition, it can help you track the progress of your sales team and see where you could improve.
Customer service automation: CRM systems can also help you automate various customer service-related tasks. For example, you can use a CRM system to create and track support tickets. In addition, you can use a CRM system to automate tasks such as sending customer satisfaction surveys or following up with customers after they have made a purchase.
Generating reports: CRM systems also have reporting features that allow you to generate reports on your customer data. This can be useful for identifying trends or understanding which aspects of your business are performing well and which might support reorganization.
Now that we've discussed what a CRM is, as well as some of the most common use cases for CRM systems, it's time to get into the nitty-gritty and discuss what features you should look for in a CRM system.
There are many different CRM software features, but not all of them are essential for every business. In this section, we'll look at the top 12 CRM features your company needs right now:
1. contact management
The first and most important feature you should look for in a CRM system is contact management. This may seem obvious, but it is essential for any business that wants to manage its customer data effectively.
Why your business needs it
A good contact management system will allow you to store all your customer data in one place. It should also give you the ability to segment your contacts so you can easily find the information you are looking for.
2. Lead management
Lead management features will help you recognize and track your leads throughout the sales process. You will be able to score your leads and, if necessary, filter them to a different member of your staff to convert individual leads into paying customers using lead management. According to a Salesforce Sales Status Report, it is increasingly important for sales teams to approach potential buyers with a wealth of available insights that can only be accumulated through reporting, analytics and careful lead management.
Since dead leads can sit in a CRM for weeks or months, a skilled sales manager can monitor leads and redistribute silent or seemingly useless leads to various members of your staff to re-engage them, all thanks to these tools.
Why your business needs it
Lead management is another must-have tool for companies that are in the business of generating leads. A good lead management system will help you track and manage your leads so you can close more business and grow your business.
3. Sales flow management
Another crucial CRM function is sales pipeline management, which is particularly useful for companies with a sales team. A good sales pipeline management system will allow you to track the progress of your sales staff. It will also give you information on which deals are most likely to close and which are not.
Why your business needs it
If you have a sales team, you will find a CRM invaluable in helping you with organization and overall efficiency. By understanding which sales are further along in the process, you can spend more time focusing on the deals that are about to close and less time on those that may not generate revenue.
4. Opportunity management
Opportunity management is another CRM feature that can be useful for companies with a sales team. This feature can help you track progress and performance on a variety of metrics. To be specific, opportunity management describes a system that:
If you want to increase your sales, opportunity management is a CRM feature you should definitely consider. By tracking opportunities, you can quickly identify which ones are worth pursuing and which ones are not. In addition, you can use opportunity management to train your sales team and help you close more deals.
5. Account management
Your company is also likely to benefit from account management, which describes a system that stores all customer data in one place. It usually also provides:
If you want to improve your customer relationships, account management is a CRM feature you should look for. By storing all your customer data in one place, you can quickly access the information you need. In addition, you can use account management to segment your customers and provide them with personalized service.
6. Reporting and analysis
Sales and marketing reports combine all of your sales and marketing information, which is included with every CRM we've analyzed. The more types of reports you can access, the better. Some common types of reports include leads generated during a given time, sales that occurred during a given time, calls made, emails clicked, etc.
Analytics, on the other hand, provide valuable information about your customers and prospects. This information is essential as it can help you make better selections about the items, services, marketing and general communications you provide to your consumers. Key attributes to look for here include profit and loss data, ROI, web analytics and customer segmentation.
The importance of reporting and analytics is demonstrated by adoption rates. According to a study by soft clouds, 82% of companies surveyed actively use CRM for sales reporting, specifically.
Why your business needs it
Reporting and analytics are necessary for any business that wants to make data-driven decisions. By having access to reports, you can track your progress and performance over time. In addition, you can use reports and analytics to identify areas of improvement for your business.
7. Mobile CRM
Mobile CRM is another feature that can be useful for businesses of all sizes. A good mobile CRM system will allow you to access your customer data from your mobile device. It will also give you the ability to manage your sales team and track their performance while on the go.
In fact, according to Algoworks, 81% of respondents indicated that they now use CRM software on multiple devices, not just desktop computers.
Why your business needs it
Mobile compatibility is key to being an effective manager and/or overall supervisor of projects and teams. Being available to answer vital questions while on the go is imperative at times. However, this level of accessibility can also be useful for team members, and a CRM with a mobile app means everyone will be in sync, no matter where they are.
8. Social media integration
It will save your marketing team time if you have a social media monitoring system integrated into your CRM, as they won't need to move platforms around to perform the fundamental function of monitoring your company's social media. Good social integration often includes social listening, social analytics regarding likes, comments, mentions, shares, shares shared, etc., and customer identification. You will also likely find social media scheduling tools included.
Why your business needs it
Social media integration is a must for businesses that want to improve their customer relationships. By connecting your CRM with your social media accounts, you can quickly respond to customers and resolve any issues they may have. In addition, you can use social media integration to track interactions and monitor sentiment.
9. Customer Service
Sales CRM software can help you win and keep customers by providing excellent customer service. This feature gives you a complete view of customers, from the first point of contact to the last sale, with everything there is to know about them. You can also automatically track all touch points, including lead acquisition and closed sales, as well as sales histories, incidents, website visits, purchase histories and other activities for future reference.
Why your business needs it
If you want to improve your customer relationships, then customer service is a CRM feature you should look for. By streamlining your support process, you can quickly resolve any issues your customers may have. In addition, you can use customer service to manage customer interactions and track customer satisfaction levels.
10. Third-party integrations
Often where CRMs really shine is through the number of third-party integrations they provide. These integrations can range from project management software to marketing automation platforms. In addition, they can provide your business with a number of benefits, such as increased productivity and efficiency.
Why your business needs it
If you want to be able to connect your CRM with other business applications, then you need a CRM system with good integration features. It opens your business to a wider range of automations that can save you time, money and effort.
11. Customization
Often, CRM software will also provide customization options so that you can effectively label it to match your company's branding. This can include everything from custom logo inserts to complete color scheme changes.
Why your business needs it
Customization options are important for businesses that want to use their CRM system as a marketing tool. By being able to customize your CRM, you can make it an extension of your marketing efforts. In addition, customization can make it easier for your employees to use your CRM system because it will be familiar to them.
12. Time tracking
Another CRM feature that can be beneficial to organizations of all sizes is time tracking. A good time tracking system will allow you to track the progress of your sales team and discover areas that can be optimized or made more efficient through automation or streamlined workflows.
Why your business needs it
Time tracking tools help businesses in a variety of ways, including:
CRM software is essential for businesses of all sizes. Be sure to consider the features your business needs so you can make an informed decision about which software to select.
And if you already use a CRM, review the features you have set up and are currently using. Are there areas where you can further optimize processes? Can you improve workflows and help your team with additional automation? Or is it time to switch to a different CRM that offers a wider range of functions?
CRM systems are used for a wide range of tasks. Here are some of the most common use cases to consider and keep in mind:
Customer data management: One of the most important functions of a CRM system is to store and organize your customer data. This data can include everything from contact information to purchase history. Having all this data in one place makes it easy for you to access and use when you need it.
Track sales and marketing interactions: Another common use of CRM systems is to track sales and marketing interactions. This can be useful in understanding which marketing campaigns are working and which are not. In addition, it can help you track the progress of your sales team and see where you could improve.
Customer service automation: CRM systems can also help you automate various customer service-related tasks. For example, you can use a CRM system to create and track support tickets. In addition, you can use a CRM system to automate tasks such as sending customer satisfaction surveys or following up with customers after they have made a purchase.
Generating reports: CRM systems also have reporting features that allow you to generate reports on your customer data. This can be useful for identifying trends or understanding which aspects of your business are performing well and which might support reorganization.
Now that we've discussed what a CRM is, as well as some of the most common use cases for CRM systems, it's time to get into the nitty-gritty and discuss what features you should look for in a CRM system.
There are many different CRM software features, but not all of them are essential for every business. In this section, we'll look at the top 12 CRM features your company needs right now:
1. contact management
The first and most important feature you should look for in a CRM system is contact management. This may seem obvious, but it is essential for any business that wants to manage its customer data effectively.
Why your business needs it
A good contact management system will allow you to store all your customer data in one place. It should also give you the ability to segment your contacts so you can easily find the information you are looking for.
2. Lead management
Lead management features will help you recognize and track your leads throughout the sales process. You will be able to score your leads and, if necessary, filter them to a different member of your staff to convert individual leads into paying customers using lead management. According to a Salesforce Sales Status Report, it is increasingly important for sales teams to approach potential buyers with a wealth of available insights that can only be accumulated through reporting, analytics and careful lead management.
Since dead leads can sit in a CRM for weeks or months, a skilled sales manager can monitor leads and redistribute silent or seemingly useless leads to various members of your staff to re-engage them, all thanks to these tools.
Why your business needs it
Lead management is another must-have tool for companies that are in the business of generating leads. A good lead management system will help you track and manage your leads so you can close more business and grow your business.
3. Sales flow management
Another crucial CRM function is sales pipeline management, which is particularly useful for companies with a sales team. A good sales pipeline management system will allow you to track the progress of your sales staff. It will also give you information on which deals are most likely to close and which are not.
Why your business needs it
If you have a sales team, you will find a CRM invaluable in helping you with organization and overall efficiency. By understanding which sales are further along in the process, you can spend more time focusing on the deals that are about to close and less time on those that may not generate revenue.
4. Opportunity management
Opportunity management is another CRM feature that can be useful for companies with a sales team. This feature can help you track progress and performance on a variety of metrics. To be specific, opportunity management describes a system that:
- Allows the user to track all opportunities in one place.
- Provides a clear overview of each opportunity.
- Indicates the probability of each opportunity being successful.
- Gives users the ability to add notes and comments to each opportunity.
If you want to increase your sales, opportunity management is a CRM feature you should definitely consider. By tracking opportunities, you can quickly identify which ones are worth pursuing and which ones are not. In addition, you can use opportunity management to train your sales team and help you close more deals.
5. Account management
Your company is also likely to benefit from account management, which describes a system that stores all customer data in one place. It usually also provides:
- The ability to segment customers by account type.
- The ability to view a customer's purchase history.
- The ability to add notes and comments to each account.
If you want to improve your customer relationships, account management is a CRM feature you should look for. By storing all your customer data in one place, you can quickly access the information you need. In addition, you can use account management to segment your customers and provide them with personalized service.
6. Reporting and analysis
Sales and marketing reports combine all of your sales and marketing information, which is included with every CRM we've analyzed. The more types of reports you can access, the better. Some common types of reports include leads generated during a given time, sales that occurred during a given time, calls made, emails clicked, etc.
Analytics, on the other hand, provide valuable information about your customers and prospects. This information is essential as it can help you make better selections about the items, services, marketing and general communications you provide to your consumers. Key attributes to look for here include profit and loss data, ROI, web analytics and customer segmentation.
The importance of reporting and analytics is demonstrated by adoption rates. According to a study by soft clouds, 82% of companies surveyed actively use CRM for sales reporting, specifically.
Why your business needs it
Reporting and analytics are necessary for any business that wants to make data-driven decisions. By having access to reports, you can track your progress and performance over time. In addition, you can use reports and analytics to identify areas of improvement for your business.
7. Mobile CRM
Mobile CRM is another feature that can be useful for businesses of all sizes. A good mobile CRM system will allow you to access your customer data from your mobile device. It will also give you the ability to manage your sales team and track their performance while on the go.
In fact, according to Algoworks, 81% of respondents indicated that they now use CRM software on multiple devices, not just desktop computers.
Why your business needs it
Mobile compatibility is key to being an effective manager and/or overall supervisor of projects and teams. Being available to answer vital questions while on the go is imperative at times. However, this level of accessibility can also be useful for team members, and a CRM with a mobile app means everyone will be in sync, no matter where they are.
8. Social media integration
It will save your marketing team time if you have a social media monitoring system integrated into your CRM, as they won't need to move platforms around to perform the fundamental function of monitoring your company's social media. Good social integration often includes social listening, social analytics regarding likes, comments, mentions, shares, shares shared, etc., and customer identification. You will also likely find social media scheduling tools included.
Why your business needs it
Social media integration is a must for businesses that want to improve their customer relationships. By connecting your CRM with your social media accounts, you can quickly respond to customers and resolve any issues they may have. In addition, you can use social media integration to track interactions and monitor sentiment.
9. Customer Service
Sales CRM software can help you win and keep customers by providing excellent customer service. This feature gives you a complete view of customers, from the first point of contact to the last sale, with everything there is to know about them. You can also automatically track all touch points, including lead acquisition and closed sales, as well as sales histories, incidents, website visits, purchase histories and other activities for future reference.
Why your business needs it
If you want to improve your customer relationships, then customer service is a CRM feature you should look for. By streamlining your support process, you can quickly resolve any issues your customers may have. In addition, you can use customer service to manage customer interactions and track customer satisfaction levels.
10. Third-party integrations
Often where CRMs really shine is through the number of third-party integrations they provide. These integrations can range from project management software to marketing automation platforms. In addition, they can provide your business with a number of benefits, such as increased productivity and efficiency.
Why your business needs it
If you want to be able to connect your CRM with other business applications, then you need a CRM system with good integration features. It opens your business to a wider range of automations that can save you time, money and effort.
11. Customization
Often, CRM software will also provide customization options so that you can effectively label it to match your company's branding. This can include everything from custom logo inserts to complete color scheme changes.
Why your business needs it
Customization options are important for businesses that want to use their CRM system as a marketing tool. By being able to customize your CRM, you can make it an extension of your marketing efforts. In addition, customization can make it easier for your employees to use your CRM system because it will be familiar to them.
12. Time tracking
Another CRM feature that can be beneficial to organizations of all sizes is time tracking. A good time tracking system will allow you to track the progress of your sales team and discover areas that can be optimized or made more efficient through automation or streamlined workflows.
Why your business needs it
Time tracking tools help businesses in a variety of ways, including:
- Allowing managers to see which employees are slacking off or working too slowly.
- Helping companies optimize their processes
- Allowing companies to find areas where they can improve their sales productivity
CRM software is essential for businesses of all sizes. Be sure to consider the features your business needs so you can make an informed decision about which software to select.
And if you already use a CRM, review the features you have set up and are currently using. Are there areas where you can further optimize processes? Can you improve workflows and help your team with additional automation? Or is it time to switch to a different CRM that offers a wider range of functions?