Types of CRM, their capabilities and features of application

To work with customers in any industry business use CRM - it is a specially designed service, a multifunctional program. It serves as a repository of data and contacts, a means of interaction with customers of goods or services and communication of employees of different departments of the company. Let's consider the main CRM options, capabilities and features of use.

Types of CRM by purpose:

• for selling goods and services;
• for marketing;
• for the formation of a customer base, etc.

CRM have different functions:

• operational programs represent the basis for performing certain tasks: forming databases, creating customer cards, working with data, etc.;
• analytical CRMs collect and analyze information according to specified parameters;
• collaborative CRMs are equipped with functionality for customer feedback;
• combined CRM combines several functions.

All customer data in one place

A company employee creates a card for each client in the program. This includes contact information, history of correspondence, deals that were concluded, and more. Thanks to this, the manager saves time searching for information about the customer, makes notes about the customer's peculiarities, about agreements for future cooperation. This increases the quality of service.

Case Planner

CRM is a tool for organizing the work of the company's employees. The planner automatically generates a list of tasks for the day, based on the data in client cards. An employee will not forget about a meeting with a customer, a call or the fact that he/she has to send an updated product catalog to customers. CRM displays the to-do list and sends notifications.

Automation of business processes

CRM can perform many operations automatically:

• send a price list or catalog after a call or at a scheduled day and time;
• send the client a reminder of the meeting;
• send an SMS message;
• track the payment, etc.

Quickly assign tasks to employees

A plan of cooperation with a client is loaded into CRM. The program shows what stage the manager is at, reminds what the next step is. Thanks to this, the employee of the company consistently moves with the client along the sales funnel.

Automatic generation of documents

A template of a contract, invoice or other document is entered into the program. CRM adds to it data from the client card, puts the signature of the manager who works with this client, sends the document to the client.

Control of employees' work

The manager can monitor how employees work and the results of their activities:

• how many sales a department or a certain employee made for a certain period;
• the progress of the sales plan;
• at what stage of the sales funnel each client is;
• record of conversations or history of correspondence between employees and customers, etc.

Deep analytics

CRM maintains analytics, by which you can determine which sales methods are most effective. Track from which public resources come the most customers: from the company website, online store, from social networks, contextual advertising or ads. CRM analytics will show at what stage of communication with managers there are the most refusals, which will allow you to work through the problematic points of interaction.

Unified base for work

CRM unites customer data, services for correspondence and calls. Thanks to this, the manager does not need to use several programs and open many windows on the computer. He works faster and more focused.