CRM helps you avoid mistakes

CRM helps you avoid mistakes and earn

They always write about CRM in such an incomprehensible language, as if it were a hadron collider, but in fact it is just a business management program. True, it is very smart - so much so that it helps to increase profits by 40-50%, reduce costs and speed up the processing of applications by 2 times. But what is CRM and what exactly does it do? As the developer of my own S2 system, 'reply popular'. So, CRM systems - what is it in simple terms?

How does a CRM system work?

The definition or abbreviation CRM stands for Customer Relationship Management, that is, 'customer relationship management' . CRM, through process automation, helps to build a dialogue with the buyer more effectively, avoid mistakes in work and, as a result, sell more to him.

How does it look in CRM? Imagine an Excel spreadsheet with your customer base, but only when you click on the customer's name opens a convenient card that contains the entire history of working with him - from the first call to the purchase. Here you can listen to calls, view your purchase history, create documents using a template, write an e-mail or sms, set a task.

When a client calls you, CRM offers to open his card, and you immediately greet him by name. Even if this buyer was previously managed by another manager, you can easily answer his questions without any 'check and call back'. CRM itself will send an SMS message to the client about the status of the order and remind them of the meeting. As a result, you save time - both yours and the client's. So, you make him more loyal and ready to buy.

Everything you need to work with a client is available through one window in his card, you don’t have to switch between programs.

This is only a small part of what a CRM program means. I will list other features of CRM :

Automation comes last, but not because it's the least important. On the contrary, it is she who helps to put sales on the machine - so that everything works quickly and accurately, and 'human factor' errors are minimized. CRM takes care of the whole routine: it generates documents according to a template, sets tasks for managers at each stage of the transaction, sends SMS to clients, creates online reports on all indicators, calculates the cost of services using the built-in calculator, and also keeps track of important dates (reminds to renew the contract, set invoice for payment, offer service, etc.).

Thanks to CRM, managers make fewer mistakes, which means they sell more and more often. And it becomes easier for the manager to manage the company: he spends less time on control and receives more resources to develop the business.

What is the effect of CRM?

In short, CRM helps to earn more and easier , which means that with it you can successfully develop your business . In 2015, the consulting company Capterra polled 500 companies and found that after the implementation of CRM, their profits increased from 25 to 35%. And for one of our clients - the company 'Route TV' - after the introduction of CRM, the profit increased by as much as 1.5 times!

Thanks to CPM, other indicators are also growing. In our case studies , we detail how S2 has helped our users increase profits, improve employee productivity, and speed things up. We have collected the best customer results in one infographic. Click on the links to go to the full text of the case:

Each of these numbers hides the benefit of a real company, and together they allow the business to grow faster:

Speeding up the work of managers means that they will be able to devote more time to the actual sales, and thus increase the volume of transactions.
Sales growth and an increase in the average check result in an increase in profits.
Increasing profits allows more resources to be invested in business growth.
Business development provides even greater profits, as well as the opportunity for the manager to become the head of a large successful company.

How do I know if I need CRM?

CRM is for you if

You have a sales team and customer service is based on phone calls, letters and meetings. The communication history should be kept in one place in order to constantly attract new leads and build long-term relationships with them. For example, a CRM system with integrated telephony is ideal for online stores or wholesale companies.

CRM is not suitable if

You are the owner of a retail store, and you are not interested in building long-term relationships with customers, do not call, do not write letters, do not send SMS notifications. Or if you work on long-term contracts based on personal acquaintances. No program will help here, the profit depends solely on the experience of the manager.

A simple example: Cyril and CRM

To make it clear how CRM works in a particular company, I will give an example. Kirill runs a window installation company . Previously, there were few customers, and everything was simple: everyone needs to take an order, go for measurements, agree on a cost, receive payment, and install windows. But then there were not 3, but 33 clients. And it began ... They forgot to call one client back, they didn’t go to another for measurements, they didn’t send a cost estimate to the third, and they accepted payment from the fourth a month ago, but the windows were still not installed. Buyers began to leave for competitors, and the cost of new employees ceased to pay off. Kirill did not have time to control every step of the employees and realized that it was time to change something.

He implemented a CRM system, and now interaction with each client takes place according to a single standard:

When a buyer leaves a request on the site, a deal card appears in CRM, where the stage of the sales funnel is indicated: 'First call' . CRM sets the task for the manager: 'Call the client back within 15 minutes'. If the task is overdue, CRM will notify the manager.
The manager calls the client directly from CRM, records the results of the negotiations in the transaction card and transfers it to the 'Measurements' stage . CPM automatically creates a task for the measurer: 'Leave for measurements on deal [date, time]'.
After departure, the measurement specialist attaches a document with dimensions and technical specifications to the transaction card, transfers the transaction to the 'Agreement' stage .
The responsible manager receives the task: 'Calculate the cost and call the client within 2 hours'. He fixes the calculations in CRM and calls.
The transaction goes to the 'Payment' stage , CRM automatically generates a document according to the template, where it inserts the name, address, service name, amount, payment details. The manager needs to send the document to the client, receive payment and move the transaction to the last stage - 'Installation' .
The installer immediately receives an automatic notification that he must install the transaction windows before a certain deadline.
In the meantime, the manager monitors online reports : how many deals are closed, how many calls each manager made, what is the amount and number of deals, what is the conversion of applications, from what sources the most customers come, etc.

So what does CRM do?

The program helped Kirill systematize data about clients and transactions, employees stopped forgetting about business and missing deadlines. The conversion of applications into sales has increased, customers have become more loyal, and profits have grown. Now Kirill does not have to be present in the office for everyone to work as they should , and he can devote more time to the company's strategy.

What problems does SRM solve?

Managers forget to process applications?

Is it difficult to analyze sales?

Does employee turnover affect sales?

Does the manager leave and take the customer base?

Order a video tour of the CRM system! In 10 minutes, in a screencast format, we will show you how S2 will solve your business problems.

What should be in the SRM?

First you need to understand what you want from a CPM system. Developers are constantly expanding the functionality of the programs: adding new integrations, gamification elements, scanning business cards, and more. But often companies do not use these options, and by implementing such a CRM, you will overpay for excess functionality.

However, there is a set of functions that must be present in the CPM:

Customer accounting module, which stores the entire history of interaction with customers.
A module for managing sales with a visual sales funnel, which indicates at what stage each deal is.
Automation of business processes, which allows you not only to set tasks, but also send SMS-mailings, change data about objects, remind you of the approaching important dates - for example, the expiration date of a contract or a birthday.
Real-time analytics and reports in the form of visual graphs and charts, as well as tables in detailed data.
Task management built in such a way that the manager instantly receives messages about completed and overdue tasks by employees.
Integration with mail , website and IP-telephony, so that all incoming requests, through whatever channel they come, are immediately recorded in CRM.
API programming interface that allows you to set up integration with 1C, corporate software, mobile and other applications.