Customer Relationship Management (CRM) for Medium and Small Enterprises
How to Find the Right Solution for Effectively Connecting with Your Customers
Antonio Specchia
- 206 pages
- English
- ePUB (mobile friendly)
- Available on iOS & Android
Customer Relationship Management (CRM) for Medium and Small Enterprises
How to Find the Right Solution for Effectively Connecting with Your Customers
Antonio Specchia
About This Book
Customer Relationship Management (CRM) systems are a growing topic among small- and medium-sized enterprises, entrepreneurs, and solopreneurs, and it is completely clear that CRM is a tool that businesses should have in place to manage sales processes. Teams of salespeople must have a system to run their daily activities, and small businesses and solopreneurs must track their marketing effort, a functioning structure for maintaining their contacts with prospects and clients to improve the effectiveness of their sales effort. CRM, once only available to large corporations, is now powerful technology for small and medium businesses. Small and medium businesses are now able to implement CRM solutions under a more cost-effective balance as an alternative to traditional tools like Salesforce, Dynamics, or Oracle. The reason for the success is mainly the simplicity of the new tools and solutions that have been developed for the management of sales processes.
This book discusses how to implement a CRM from the perspective of the businesspersonānot the more typical IT consultant or the technical staff. It benefits business development, sales management, and sales process control. Small business owners must understand why and how implementing a CRM will create value for their businessāhow it will focus on business development, sales management, and how sales leads develop into happy customers. Small business owners must first understand what a CRM system is, how it works, what its main functions are, and how it serves to manage workflows in the company's sales department.
Generally, entrepreneurs struggle to find the time to read and study complex and fully comprehensive books. This book provides direct operational guidelines to those who need easy-to-read information about how to use CRM effectively. Business professionals must be able to set up CRM systems and avoid mistakes and wasting time. This book provides an overview of what can be done with CRM and how it happens to empower businesspeople to find new customers and win business opportunities.
This book discusses the logic of CRM in sales, giving tips and explanations on why and what happens when CRM is implemented in a specific way. Essentially, this book gives the entrepreneur the know-how behind CRM in sales in general terms, supporting enhanced customer relationships.
Frequently asked questions
Chapter 1 Understanding CRM
- Introduction to the book
- About CRM
- Why so many people are not fully aware of what CRM is
- Introducing the concept of CRM
- The āReason Whyā of CRM
- Why CRMs tools are not all the same
- Our Idea of CRM
- How CRM became popular: a bit of storytelling
- The tool for Relationship Management
- Summary
Introduction to the Book
About CRM (tool)
What Makes CRM (tool) Useful
Why So Many People Are Not Fully Aware of What CRM Is
āCRM ... refers to software that helps companies track interactions with their future and current customers.āA Beginnerās Guide to CRM
āCRM is a way to identify, acquire, and retain customers, a businessā greatest asset. Research has shown that companies that create satisfied, loyal customers have more repeat business, lower customer-acquisition costs, and stronger brand value, all of which translates into better financial performance.āSiebel Systems
āCRM is the process of managing interactions with existing as well as past and potential customers.āInsights Success
āCRM is the business strategy that aims to understand, anticipate, manage and personalize the needs of an organisationās current and potential customersāPWC Consulting
āCRM is a strategy that companies use to manage interactions with customers and potential customers. CRM helps organisations streamline processes, build customer relationships, increase sales, improve customer service, and increase profitability.When people talk about CRM, they are usually referring to a CRM system, a tool that is used for contact management, sales management, productivity, and more. The goal of a CRM system is simple: Improve business relationships.āSalesforce
āCRM means a combination of business strategies, software and processes that help build long-lasting relationships between companies and their customersāCreatio
āCRM (is) an enterprisewide business strategy designed to optimize profitability, revenue and customer satisfaction by organising the enterprise around customer segments, fostering customer-satisfying behaviors and linking processes from customers through suppliers.āGartner Group
āCRM is all about understanding customers within the marketplace in order to meet and exceed their expectations, which will help achieve organisational objectives.ā** Bulton, R., Creating and Managing a CRM Platform for Your Organisation, Routledge, 2019. Richard Bulton
Introducing the Concept of CRM
āThe aspect of long-term relationships with customers and other stakeholder groups has been neglected in mainstream marketing management literature, as pointed out by several scholars (Christopher et al., 1991; Dwyer et al., 1987; Ford, 1990; Grƶnroos, 1994b; Gummesson, 199...