The reason why all companies should use CRM

It’s not uncommon to hear that only big, well established businesses should be concerned to use CRM and, let me tell you, that’s a big myth that end up repressing smaller companies that feel that they shouldn’t upgrade their technologies and up their games just because of their sizes.

The benefit from using CRM is clear for larger companies: they bring in a lot of positive inputs by integrating the company’s customer relationship management and their sales process. That benefit may not be as clear for smaller companies, but that doesn’t mean it’s not there – all you have to do is look for it in the right places.

Why use CRM – the benefits:

As I just said, the benefits are clearer for larger companies but, what makes it clearer to see the benefits is identifying the problems the use of CRM solves and, truth be told, all companies – from all sizes – face many of the same problems.

One of the most common problems is not knowing what your customer want – how can you be successful in your market, sell more and thrive against your competition if you can’t even communicate with your customers and get insight on their opinion? Here’s where you can use CRM to get real insights on customer data and stop making assumptions.

Customer data collection:

CRM allows you to collect and analyze data on who your customer is, what they do, why they buy your product, and many other priceless information than can be used to guide your marketing strategies.

When you use CRM, no matter how small your business is, you can collect more than just your customer’s name, e-mail and phone number – you can identify their buying patterns, their behaviors, you can dig a lot deeper and only stop when you find your precious gem!

Customer quality perception:

CRM is not all about guiding your marketing efforts, though, it’ll also allow you to focus on offering a better user experience – they’ll give you a clear vision not only of how smooth the experience was for the customer, but also how much effort it’d take to make it perfect. Think of it like a direct relation: a smooth, stress-free experience makes happy buyers and happy buyers are inclined to buy again – isn’t that what every company wants?

Companies that use CRM solutions can access detailed customer information when interacting with a customer, either on a sales call or solving a support ticked via in app support chat for example, to provide the best solutions available for this specific customer, being as personal and customized as possible, making the service feel unique.

This universal access to the customer’s data allows for a seamless customer experience – and that’s something businesses of all sizes can offer. Calling a company’s support service and finding out they have record of previous relevant calls and know how to use that information is a detail that may be priceless on the customer’s perception on your product’s quality.

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Pipefy’s Customer Helpdesk Template is designed to make support ticket and customer requisition management a lot easier, focusing on delivering the best customer service.

Managing your customer contacts with this process template will make your life a lot easier: tickets and requisitions can be easily opened with all the information you deem necessary for their appropriate treatment.

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Written by Isabelle Salemme, Product content manager at Pipefy. She uses her extensive Pipefy knowledge to write informative pieces teaching users to make the best of Pipefy. Besides being responsible for all product-related content, she's an avid reader, a coffee lover and a professional photographer.