What Is CRM System? and How to Develop Best CRM Software

Customer Relationship Management (CRM) is the business process of establishing long-term relationships with leads and customers. It helps to stay connected to customers thereby leading to personalized interactions, higher customer satisfaction, and increased profitability.

CRM software applications are instrumental in collating different blocks of information about leads, customers, and markets so that you can market and sell your products and services. They support the entire customer relationship lifecycle management solution and manage marketing, sales, and customer support and service.

Marketing

CRM software development has brought in innovations and new aspects to the field of marketing. They can significantly improve the marketing activities of an organization -

Email marketing

With more and more people online for a longer time, marketing via web channels makes the most sense. CRM tools support your marketing campaigns by integrating email marketing. Some of the features are -

Online Marketing

CRM tools help you to reach out to a wider audience with social media campaigns -

• Availability of prepackaged and customizable email templates.
• Functionality to send targeted emails with interactive elements based on customer profiles.
• Automation of lead management workflow so that leads can be classified and further action can be taken based on prospects of success.
• Generation of metrics and analytics to track the results of email campaigns. Recipients’ actions like opening emails, click-throughs, bounce rate, email forwarding rate, etc. let you decide on how to take your marketing actions forward.
• Production of different types of content such as newsletters, Instagram posts, Facebook content, blogs, tweets, videos, and podcasts.
• Management of social media campaigns and engagement with online audiences across various platforms.
• Tracking and monitoring online marketing campaigns to identify potential customers and brand advocates and engage with them. Tweak marketing activities to get better results.

Offline Marketing

CRM software development can be used by marketing teams to automate offline marketing campaigns and measure return on investment (ROI) on their activities and campaigns.

Sales

Sales teams can use CRM tools to engage with customers better and manage the sales pipeline effectively.

• The sales team can store prospect information, customer information, contacts, sales opportunities, etc. in a central database. They can access it anytime from multiple locations in a secure manner.
• CRM can automate sales workflows. The entire sales cycle of contacting leads, scheduling appointments, preparation of quotes, order processing, deal closure, follow-up can be streamlined with a CRM tool. Salespeople can stay on top of their tasks and focus on increasing sales revenue.

Customer Service

Customer service teams can use CRM tools to increase customer satisfaction and improve customer retention rates. CRM applications provide the following features -

• Creation and management of a self-service portal that the company’s customers can use for support and troubleshooting.
• Set up automated workflows for responses to customer concerns or sharing information on products and services.
• Ticketing module that allows registering customer complaints, queries and issues. Authorized users can access the tickets, manage the priority of tickets, schedule their tasks, take actions to resolve tickets and update their status. Managers can track the progress of tickets, monitor the resolution process and view other reports and take action if required.

We partner with clients to develop bespoke technology for customer relationship management. Our CRM software development team develops solutions with features such as -

Ease of Use

User-friendliness is a key feature of our CRM solution. It is easy to deploy and update; simple to use and applies existing UI standards and design conventions. We aim is to ensure that your employees have a short learning curve.

Automated Workflows

Our solution has modules for setting up intelligent automated workflows for teams involved in sales, marketing, and customer support.

Mobile Support

We can deliver a full-fledged CRM experience on your mobile devices. Mobile integration is important in today’s world where business is 24x7. Sales agents travel for their work. Employees need to access work information when they are not at their desks. The ability to access the CRM application on-the-go will allow your team members to dial into meetings from anywhere, access contact data when needed, view dashboards and monitor performance.

Reporting

We provide default reports on leads, marketing tasks, contacts, client accounts and customer service tickets. Reports can be scheduled for generation and distribution. Some of the reports that we provide are -

• Marketing reports based on timelines
• Overall SEO Report
• Social Media performance report
• Sales performance reports on various parameters like location, customer, etc.
• Lead Conversion Rate report
• Reports on status of customer service tickets
• Average response time and handling time for tickets
• Customer Satisfaction rating report

Our reports are visual with aesthetically pleasing charts and graphs. We provide dashboards and views that have features of drill-down and drill-up.

We provide key insights into your business with analytics data. For example, our revenue analytics report gives you vital information on revenue generation across products, employees, channels, and locations. Trendline reports and forecasts on deals, sales, and effectiveness of marketing campaigns are available.

Our complete CRM solution will empower your teams to optimize their efforts and focus on building great relationships with your clients.