Today the concept of using digital technology to optimize performance, centralize teamwork and automate tasks that are repetitive, are part of the main characteristics that are needed to achieve the objectives of a company in less time taking care of each process, one of these tools that have contributed greatly is CRM.
A CRM (Customers Relationship Management) is a customer relationship management platform, which allows us to improve the processes in the work of a company or business, since its system offers us the possibility of unifying the sales, marketing and service team. to a business customer.
The CRM simplifies the processes by adding a series of functionalities, it also facilitates the relationship with potential clients, allows to achieve many sales and helps to retain the regular client, all this affirming the advantages that it offers us when uniting a crm and sales, this duo if that will give us many results if we use it correctly.
We can see that thanks to the advancement of technology, companies use digital strategies which are the way in which we apply the use of digital technologies to business models to form new capabilities that make this business stand out and succeed, the use of the crm tool is one of the strategies used.
Important aspects in which a CRM can help you in your company
A CRM has a number of functionalities that will allow us to reinforce the following aspects, which are important to be successful in the application of your digital strategies, these aspects are:
- Digital identity
- Customer segmentation
- Commercial prospecting
- Email marketing
- Omnichannel
- Internal communication.
- Measurement and analysis
- Customer loyalty
CRM in digital strategies
When we talk about marketing and sales we are talking about a set of strategies on how to offer, promote and sell products, in this case when we talk about selling products through digital strategies such as: Social networks, blog, emails, websites, SEO, video marketing among others, the use of CRM allows us to manage the processes.
Here we leave you the most used digital strategies, in which we can integrate a CRM
- Content marketing
- Email marketing
- Web positioning or SEO
- Social media marketing
- Ecommerce
- Podcast
- Video marketing
- Bots
Advantages of a CRM that help us in digital strategies
There are many advantages that a crm tool can offer us, this relationship manager allows us to manage processes, data and people, improving the quality of work and results, this excellent tool provides us with several advantages that help us to work applying the main strategies digital used in marketing, sales, customer service among others.
That is why we have selected some advantages that a CRM provides and that help in your digital strategies:
Customer segmentation
Using a CRM can optimize the segmentation process of our digital strategy, which helps us establish a path where to focus our efforts, another function offered by the CRM is that it allows you to create your Buyer persona in which we can get to know the buyer very well. ideal client, that is, these two options mentioned above allow us to improve our digital strategy.
With the use of a CRM we can obtain very useful information such as:
- What kind of people visit your website.
- How many people interact with your website or social media profile
- What media do these people interact with?
- What channel do people use to interact?
- Age, gender, location
Personalized customer service
We all know that the customer wants to receive a fast and efficient service, the more options of service channels we provide, their satisfaction will be guaranteed, we need to understand that with a CRM we have the possibility of solving their problems, since their opinion and comments will be very important. to attract others.
The use of a CRM provides omnichannel, which allows us to respond via WhatsApp, email, chatbot or a call in a centralized and automated way, providing first-class service in the channel chosen by the client.
Lead Management
It is impossible to talk about leads without talking about a CRM, this manager allows us to work during the prospecting, generation, nutrition and other processes that a lead experiences until it becomes a loyal customer, that is, in a digital strategy a CRM allows monitoring in the sales funnel and allows directing to know where the lead is and what strategy to use. This advantage allows you to verify the information of your leads in a profile and see a timeline of each interaction between your company and your customers, such as when they open their emails, content downloads, visits to the website, interactions in social networks between other functions, always thinking about potential customers.
Email Marketing Campaigns
Email marketing is a very important strategy for a company, be it SMEs or a mega-company, email marketing is a very powerful communication strategy, which added to the power of a CRM can be programmed to send emails at specific times and days, with quality content you can hit the target and win many customers.
a CRM allows you to create contact lists to send first-class information according to their characteristics, tastes, needs, in this way we would be segmenting and sending quality content, in an attractive way without sending SPAM, in addition to the fact that the CRM allows us to measure the opening rate , click rate, response rate among other measurable variables.
Optimize social media marketing
The promotion of the products and services of a company on social networks such as facebook and instagram are currently a trend, which is why for marketing a CRM optimizes the brand of a business since the web traffic of ecommerce comes from the post made in social networks.
A CRM system has the ability to analyze the number of likes, followers and unfollows, sending coverage and interaction reports in real time, for example if a customer likes a certain product on our website or social network, a CRM It allows us to offer more content to nurture that lead or to retain a customer that is detected in our publications.
Measurement and Analysis of Results
A CRM allows you to carry out an analysis of the results of each process that you need, that is, you can measure, analyze and receive a report of the results of each applied strategy detailing each process, it can also be obtained by departments and in real time, or by periods of time depending on settings.
In this way, the company’s teams will be able to visualize the progress of the designated tasks and goals, including the stages of the sales funnel, to know what progress there is and how faults can be corrected and processes improved.
Customer satisfaction
Achieving customer loyalty is one of the main objectives of a company or business, since if there is satisfaction the customer comes back for more, that is why the use of your CRM integrated into your digital strategy allows you to provide quality service , a true human warmth and customer follow-up so that they know that they are not alone, and that we continue to advise them on their purchases, maintaining post-sale optimization and future new product launches.
