Why Your Business Needs a CRM System

“Let our advance worrying become advance thinking and planning.”–Winston Churchill

When it comes to account planning and managing customer data, a customer relationship management system (CRM) is critical. If you don’t have a CRM system, you leave the advantage to your competitors. You just can’t afford to leave a mass of customer data to emails and hard copies. What happens when a clients contacts you wanting information on their last purchase? Are you going to put them on hold for close to an hour trying to get an answer for them? More importantly, a CRM system gives you the business intelligence and reports you need to for a more profitable and efficient marketing plan. In fact, studies show that companies experience a 29 percent increase in sales with a well-implemented CRM system. So, why does your business need one? Read on to learn more.

Customer management

Whether you have a large client base or your business is growing, a CRM can be the single point of access for all of your customer data. This includes everything from entering information regarding customer interaction, prospecting, managing your sales pipeline, shipping information, transactions, returns and more. Maintaining customer records manually can quickly become overwhelming. Not to mention, it can be difficult to interpret your data on your own in order to drive future sales.


If you need to make follow-up calls, contact potential clients, attend meetings and set appointments, wouldn’t it make sense to get those types of alerts all from one database? Moreover, with a centralized CRM system, multiple users can access the same data. This way, managers can get an overview of their staff’s progress. Also, departments can collaborate when it comes to reaching out and finding new ways to satisfy your current client base.

Enhance marketing

CRM 1With customer data at your fingertips, you can better optimize marketing campaigns. Imagine you are promoting a new product or service, and you plan to make phone calls, create an email marketing campaign and post on social media. You don’t have to remind yourself which clients you reached out to. You can select specific clients within a certain genre. After that, tailor a marketing plan based on their shopping history. Not only does this save time, but it also helps to increase your profit margins. So, you get the benefit of tracking and results.

Improve internal communication

You remember the telephone game? This is where one person starts a message and tells someone else. That person then tells someone else and on and on. By the time it gets to the last person, the message usually sounds nothing like the original phrasing. The same is true with inter-departmental communications. Each department has specific objectives to obtain. Sure, you could verbally share customer data with another department, but will they really get the jist of your information? Wouldn’t it be better if they could access the CRM system to see any factual updates for themselves?

Social CRM

More than likely, 100 percent of your clients use social media in one form or another. They might even follow your company blog or Twitter account. To have a well-rounded marketing plan, companies must embrace SCRM. Why? Because many clients now get their news from social media. They also learn about new brands and products through social media. Not to mention, it is one of the most cost-efficient forms of communication with your current and prospective clients. They want to be heard on social media, and you should be there to listen and share. All in a positive light, of course.

Business intelligence

Big data might send some people running for cover, but it shouldn’t. If you have a large database of customer information, that is a great start. Nonetheless, the next question is what to do with that data? With a CRM system, you can create reports that track your sales progress in real time. In addition, you can compare the sales history of two genres of clients, for example, law firms with doctor’s offices. From there, you might have the ability to figure out where to tweak your marketing. Moreover, if your clients report problems, you can track incident history through your CRM system.

If your business involves clients, you should have a CRM system. This way, you can facilitate growth at a much faster rate, as well as gaining deeper insight into your client’s habits. Doesn’t that make it all worth it?