7 Main Functions of CRM You Should Know

In the article below, we will explore the 7 main functions of CRM in business.

Thanks to the CRM system, sales staff can easily identify different customer segments, collaborate with other technical departments in the company to carry out marketing, sales, and service activities that optimize profit and ensure maximum customer satisfaction. Generally, the CRM system has the following core functions:

1. CRM Function for Contact Management

All the latest customer information, from contact details to conversations and product interactions, can be easily updated and searched. This is a key function of the CRM system. CRM helps upload data from Excel, categorize customers by age, gender, region, etc., making customer data management easier. Furthermore, this data is protected with multiple layers of security.

The CRM system allows businesses to track sales activities, tasks, and goals from the moment they receive a lead to converting them into a potential customer and finally closing the deal.

2. CRM Function for Customer Service Management

With this function, businesses can easily manage customer service requests, support, complaints, call schedules, and transactions through the customer service management function of the CRM system.

CRM allows your employees to make calls, send emails, SMS, receive feedback, complaints, and conduct loyalty programs all in one tool without having to switch between platforms.

3. Sales Forecasting (Revenue, Sales)

Sales reports, conversion rates, and forecasts help sales staff better understand their performance and the effectiveness of their sales processes. Sales forecasting also helps identify the most promising customers to allocate resources effectively. Managers can use these reports to provide timely support and manage their teams.

4. Instant Interaction Between Employees and Departments

Sales employees can interact with each other via messaging and commenting features within the CRM, helping them stay updated with tasks quickly and efficiently. Managers can also monitor, check, and support employees in real-time.

5. Email Sending and Reporting Function

CRM allows users to send emails to customers based on pre-set scripts and provides statistics on open rates and clicks. From this data, businesses can evaluate the interest level and effectiveness of email campaigns. Businesses can then adjust content or find better ways to interact with customers.

CRM also allows you to automate customer care through email or social media remarketing based on pre-defined scripts.

For example, you can set up automated emails for promotions as soon as a customer adds items to their cart but leaves before checking out.

6. Focused Marketing Campaigns

CRM enables businesses to launch personalized marketing campaigns based on customer behavior and preferences. The system helps identify customer needs and offers suitable products or services, increasing the likelihood of conversion.

7. Automated Reporting

CRM systems can automatically generate reports on customer activity, sales performance, and team productivity. These reports help managers make data-driven decisions to improve overall efficiency and customer satisfaction.