Why CRM is Important
A customer relationship management (CRM) system in Nairobi collects, organizes, and manages all of your customer-related information so you can track the buyer’s journey for every individual you interact with, streamline communication, enhance the customer experience, and improve data management.
Let’s take a look at seven reasons why your company needs a CRM to grow better.
Importance of a CRM
1. Center business growth around your customers.
When your business enters the phase of rapid growth, it can be easy for valuable leads to fall through the cracks — after all, friction is a natural result of business growth.
But an all-in-one CRM platform like ADC-CRM can eliminate that friction because it’s built with your customers and the customer experience in mind — in fact, it centers everything you do around your customers.
The CRM aligns all of the work your sales, marketing, and service teams do with a variety of natively built tools and integrations — this makes it easy for you all to collectively center business goals and daily work around your customers.
2. Align your sales, marketing, and service teams.
Cross-team alignment is integral to the success of your business. This alignment — specifically, the alignment between sales and marketing — helps your team streamline all stages of the buyer’s journey.
In doing so, internal teams will be able to share critical data and customer information so they can work as a cohesive unit. As a result, customers will have a seamless and consistent end-to-end customer experience that makes them want to remain loyal to your brand.
3. Sync and share data with ease.
CRMs like ADC-CRM streamline time-consuming tasks like data syncing and sharing — manually updating your contact records is a thing of the past. No matter who speaks with a contact (e.g. a sales rep, and service rep, or a marketer), contact records and data are immediately synced and updated in the system for you.
By syncing all of your data and every interaction between your team and a customer, your team will have access to accurate records that can easily be shared from within the platform. This makes your CRM a single source-of-truth when it comes to your data — and as a result, your team can create personalized customer experiences with ease.
4. Automate daily tasks.
CRMs automate other day-to-day tasks, speeding up your time-consuming but necessary work. CRM automation may include data entry and contact record updates after every interaction, as mentioned above, as well as:
- Follow-up communication
- Email sequences
- Chatbot conversations
- Lead-to-rep assignment
- Lead nurturing campaign
- Campaign analytics
5. Create workflows.
We just mentioned workflows but let’s talk more about them — the Best CRM systems in Nairobi offer workflows. Workflows complete and organize sales, marketing, and service processes to save you time.
Set criteria that automatically enroll records and takes actions of your choice (e.g. related to your contact records, deals, companies, quotes, or tickets).
6. Simplify customer interactions.
Today, there are many opportunities to reach and engage leads and customers online such as live chat, email, video call, and social media.
CRM solutions in Nairobi like ADC-CRM have evolved to meet the challenges of customer-facing teams and reps — they integrate with a wide variety of other services and channels through which your leads and customers engage with your business.
7. Build custom dashboards and report on the metrics that matter to your business.
CRMs make reporting on and analyzing your processes and pipeline simple. The reporting features within a CRM can be customized — such as your dashboards — to help you analyze the metrics that matter most to you. This allows you to identify areas of opportunity and growth to create better customer experiences.