No matter which industry or vertical it is, every company needs sales. Be it an enterprise or a small business, sales are the driving force. However, if you want your sales team to be successful and effective, you need to provide them with the right set of tools and a proper process such as sales CRM.
I know this is interesting. You are going to learn everything there is to learn about Sales CRM software in this article. Make sure to read it till the end because sales are important and you cannot afford to make any mistake with it.
Table of Contents:
- What is Sales CRM?
- Features of Sales CRM
- Some Helpful Sales CRM Stats
- Benefits of Sales CRM
- 10 Reasons Why Salespeople Need a CRM
- Definitive Guide to use Sales CRM
- Best Sales CRM Available in the Market
- Working of a Sales CRM
- Things to Look for While Purchasing a CRM
- Tips to Choose the Right Sales CRM
- Wrapping it Up
What is Sales CRM?
Right from prospecting to closing the deal, there is a need for a clear vision, streamlined sales process, and effective salespeople. If there is no proper system in place, it will be havoc.
But there is an escape from all of these with a Sales CRM. CRM stands for “Customer Relationship Management.” This Sales Customer Relationship Management software is quite effective and will help in becoming better at various works of an organization.
With a CRM, the salespeople will have all the information that they need to make better sales. All the customer-related information is present in one unified place making it easy for them to close the deals.
Features of Sales CRM
When you have all the prospective leads, customers in a pipeline view, you will get an overview of the entire sales funnel. You will get to see clients categorized into different segments, stages, and have color-coding that will help in better identification.
It will also help in lead management. You can just drag and drop the leads into various stages. There is sales pipeline management software that can help with all of this. However, remember that sales pipeline software doesn’t offer multiple pipelines for different locations, lead sources, and products.
An effective CRM will help in this segmentation. You can add tags for each of these pipelines and use them to identify location, device, language, lead source, retention, and much more.
With an omnichannel approach, you can provide seamless customer service. You can deliver more value to your prospective customer and reach new customer segments with this. Apart from that, the operational efficiency will also be increased as you just need to collect the respective customer data just once.
You can use CRM to schedule appointments and demos with just one click. Sales reps can easily add an appointment, send it to the respective customers, and also send reminders related to it along with updating the outcome of the appointment.
As said, everything related to a customer can be stored in one place using the appointment management feature in a CRM.
Lead Tracking and Management
So, you are conducting different marketing campaigns on different platforms. You need to know from which platform you are getting the leads and with CRM, it becomes easy to get these details. Once you have the details of a lead source, you can know which of your marketing campaigns are a success and which of them are not.
Apart from that, lead management becomes easier for you with an effective CRM in place. It will determine which of the leads are important and need a follow-up by checking the demographics and physiographic factors. The lead score will help in increasing the productivity and efficiency of your sales team as they get to focus on the right leads at the right time.
Contact management or sometimes called customer management is a very vital feature of a CRM. The users will get to segment contacts into groups according to their preset rules. This way they can run special campaigns, contact those particular customers and get all the details that are required. It will become easier for organizations to gather customer data and work on marketing strategies.
The personalized campaigns will make customers feel important and provide them with a sort of satisfaction.
Do not let your customers slip away from the cracks by having a proper follow-up process. If a prospective lead wants you to contact them later, make sure to add this into your follow-up bucket. Once you do this, you will be notified at the time when they want you to get back to them.
If you miss this follow-up, it will go overdue. This way, every lead matters to a CRM and you will get a chance to have an eye on all of the leads with just a click.
360-Degree View of Customer Profile
One of the greatest advantages for a business from CRM is that it provides a 360-degree view of your customer journey. From where that particular lead is captured to their previous orders, you can get a glance at everything related to that particular customer.
Salespeople can use all of these data to close deals quicker and also for upselling as well as cross-selling.
Task management is one of the most helpful features of a CRM. It gives you an overview of what needs to be done and also you can set the deadlines according to your requirements.
Having an integrated calendar in the CRM is nothing less than a boon for the sales team. This helps in managing the events, schedules, resources, and meetings. You can create events by linking your customer profiles, this will give a glance to the entire team and everyone will know whom that particular customer is meeting.
With CRM, you can propose multiple meeting times and this will help your customer choose the one that he is comfortable with.
Import and Export the Data
The core of any sales CRM software is the data and companies would want to download it to conduct some campaigns, etc. On the other hand, the leads for any organization would come in different ways.
Having details of all such leads in one place is another benefit for an organization and this can be done by importing the data into CRM.
A CRM should have both of these features so that companies can make the most out of it whenever they need it.
Integrate Social Media
If you aren’t active on social media or don’t have a solid social media marketing strategy in hand, it is very tough to sustain in this competition. You have to integrate your social media channels with a CRM and track a lot of things.
Apart from that, social media integration will also help in catering better customer service for an organization.
This is an add-on benefit for CRM users. If you are managing more leads at once, you need reminders or notifications if any customer hasn’t been contacted for a long time or if anyone needs a follow-up.
With sales management software, you will have that feature that will come in handy as you scale your business.
Customization and Privileges
If you have a large sales team, every one of them doesn’t need all the features that a sales CRM software provides. A sales rep doesn’t need to have access to the lead generation or marketing CRM right! However, CRM will provide you with a customization feature, and using this you can limit the access for each of your sales reps.
The reporting manager or CEO will have the privilege to customize CRM for each of the sales reps according to their requirement.
Integrate with Third-Party Sources
Do you know what makes a great CRM? Its ability to integrate and work as a mediator tool between different business processes.
You may be using various tools for different business processes, a CRM will integrate all of these and provide you with better output. Make sure to opt for a pipeline software that you can rely on and you can reap benefits out of it.
You can get a quick overview of your monthly sales results on the dashboard. This dashboard is completely customizable and you can add various metrics that you want on it using the customization feature.
Some Helpful Sales CRM Stats
- Numbers never lie and here are some important sales CRM stats that you have to know.
- According to Nucleus Research, you will get an ROI of $8.71 for every dollar that you spend.
- 48% of the companies say that they are focusing on improving their sales funnel and it is on their top priority list. (Source: Adam Enfroy)
- Salesforce studies have concluded that a sales CRM can help in increasing sales by 29% and productivity of the sales team by 34%.
- CRM forecasting has helped in improvising the sales forecast by 34%.
- 74% of the sales reps said that CRM solutions provide them with better access to the data which gives them an edge when it comes to customer satisfaction.
- With CRM mobile apps and social networking, sales reps are seeing their productivity increase by 26.4%.
- According to Capterra, 47% of the polled users said that CRM had a great impact on customer retention and customer satisfaction.
- G2 users have said that companies can expect average ROI on their CRM software within the first 13 months.
- 75% of the decision-makers are on their way to embracing technology and employing it in their business.
- CRM with mobile access helped 24% of salespeople achieve their deadlines.
Benefits of Sales CRM
If the CRM is properly deployed and used, it brings a myriad of benefits to the table. There are various technologies that come and go but CRM is something that companies can rely on without any second thoughts.
One of the secret ingredients for the success of any business is proper organization. In spite of the team size, it will become easy to create a streamlined process and follow through it with the help of a CRM.
You can now stop relying on spreadsheets, notepads, scribblings on papers that disappear magically when you need it, etc., and just work around with CRM. In CRM, you can save and access everything with just a click.
Most of the sales CRM software is offering a mobile app lately and with this, it has become even easier for salespeople to have all the details at their fingertips.
For any business, communication is the key. Be it internal communication or external, a sales CRM can be your trusted partner when it comes to communication. Let us take an example to understand this better.
There is a lead that has been handled by one of your customer executives and this particular executive wasn’t available on a day when that lead wanted to have a meeting and discuss some important things.
You have to send in another executive and that person must have to get his basics first and then delve into the matter. If he asks questions related to earlier meetings to the lead , it will leave a bitter experience for that particular lead.
However, if you have a CRM, this won’t be a hassle. Every small piece of information that there is to know about lead will be present in the CRM. With just one click, whosoever executive it is can access and check about the customer details, which stage lead is in, etc.
This enhanced communication will not just deliver great customer satisfaction but will also ease the efforts of your executives.
Improvises Customer Service
Remember that time is valuable, be it yours or customers. If any of your customers are facing some issues and need a resolution, it is on you to solve them as soon as possible and save their time.
With the right CRM system in place, when a customer contacts an organization raising any issues, executives can look at customers’ past purchases, their preferences, and other details. These will help in resolving their issues as soon as possible.
Executives with a lot of experience in hand can solve these issues even quicker. Solving customer concerns and providing better service is a cakewalk when you have an effective CRM in hand.
Automation of Recurring Tasks
Closing a business deal isn’t just limited to getting your customer to commit. There is a lot of backend work that needs to be done. Right from curating an agreement and sending an invoice to checking out all the legalities.
While all of these are important, they are recurring monotonous works that can be automated. A CRM will take care of all of this paperwork while your salespeople can work on other leads.
Right from marketing to customer service, all departments in your organization will have access to the data present in CRM. The centralized database will allow everyone to check emails, phone call details, and calendars all in one place.
This will help in skyrocketing the progress. All of the teams will have access to valuable information about the clients that will help in getting them down to the sales funnel. Apart from closing a sale, they can also upsell and cross-sell other products with a click.
Teams become more efficient with the help of a CRM.
Smart Decision Making
Miscalculated data isn’t something that any business can afford. With sales software, all of the customer-related information is available in one place. When this happens, it becomes easy for an organization to analyze the data.
By using different types of plugins, various reports can be generated according to the data available. All of these will help in making better decisions in an organization, understanding customer behavior, and many more.
Lead management means capturing the leads, tracking all of the touchpoints that your business had with every lead and keep engaging with them until they purchase your product.
These leads come into a CRM from different sources. Sales reps can categorize these leads depending upon their location, tastes, buying behavior, preferences, etc. A CRM will help in this segregation.
By using the key insights available in these leads, the sales reps can tailor their approach. This customized approach will increase the chances of closing a deal. Lead management is one of the most notable benefits of a sales CRM system.
Sales pipeline management is a process of managing all the incoming sales opportunities and tracking their different stages until confirming whether the lead’s journey is closed or lost. This is a common journey for every lead that comes into a business.
This lead journey can be long at times and without a proper CRM, it becomes tough for sales reps to track these leads and do their follow-ups.
According to CSO insights, 27% of the sales representatives consider that the longer sales cycles are, the more barriers they face in closing the business. However, with a CRM, it becomes easy to track the leads and know at which stage they are.
A sales CRM will check the potential of each lead and then segment them accordingly. The sales reps can curate effective strategies that will help in moving the leads from one stage to another.
Sales managers can also check the deals that they have closed and also get an idea about their weekly and monthly targets, where they are in the achieving process.
CRM analyzes and provides real-time data that will help in optimizing the performance of an organization. The data sets related to case times, call volumes, revenue per call, up-sell rates, etc. will help in devising effective strategies.
They can use the sales CRM to augment new clients and also retain the old ones.
Do More in Less Time
With a CRM, a lot of processes can be automated, and also with the data available, a lot of things can be handled with ease. All in all, it will help in getting a lot of work done within a shorter amount of time.
Increase in Employee Productivity
Employee productivity is improved manifold with a CRM. They have all the information related to customers and leads at their fingertips. With a lot of data automated, the team will get to reach their targets within very less time.
The reporting managers will have a real-time screen where they can track the performance of each employee.
10 Reasons Why Salespeople Need a CRM
It is a fact that there are so many salespeople who still dread using CRM. They think that CRM is just another tracking tool that reporting managers use to pressure and keep an eye on them. But, that isn’t it.
Salespeople can make the most out of a CRM if they use it in a proper and efficient way. What is the biggest challenge that salespeople face often?
1. How to follow up and qualify the leads?
2. How to prioritize their sales activities?
At least that’s what we think. What if I say, both of these challenges can be sorted out with a CRM. Yes, CRM will not just ease these tasks but will also help salespeople in performing better too.
Let us dig in to know why salespeople need this CRM.
Safe and Properly Aligned Database
CRM offers a centralized database. Salespeople can store their activities, contacts, sales opportunities, and schedule plans. The best thing about this is that they get uninterrupted access to the database from anywhere on any device they want without any hassle. All they need is a proper internet connection.
Target Customers with Ease
With CRM, salespeople can segment the data effectively and identify valuable opportunities. They can set up filters and select leads whom they want to target and approach. There won’t be any disorganized lists, cutting and pasting from different documents, etc.
Better Planning and Time Management
A CRM will help in managing time effectively. The salespeople will have a proper daily schedule that they can follow with CRM. They can plan their appointments, tasks and reach out to customers with ease.
This way no customer is ignored and all the key prospects are reached in time.
New Sale? Be There on Time
When all the communication with a customer is tracked and provided, it becomes easy for salespeople to be there on time and make a new sale. Let us take an example of a customer whose contract needs to be renewed soon, a rep can approach him and get the contract renewed.
Meanwhile, they can also make the most out of the sale by either cross-selling or upselling.
With CRM, everything can be shared among the team members. The calendars, document templates, having all the members on the same page, and making everyone stay up-to-date.
The sales manager can handle, and monitor the entire department’s performance with just a few clicks.
Streamline Sales Moves in Real-Time
CRM has the entire sales pipeline properly set and aligned. This makes it easy for the salespeople to identify lead buckets and take action accordingly. Since most of the paperwork is handled by CRM itself, reps can concentrate more on talking to customers and closing the deals.
Transparent View of Customers
All of the data related to customers is present in the CRM and can be viewed at one glance by reps. This will help in better analysis and even help in anticipating their problems. All of this will help in enhancing customer satisfaction, inculcates loyalty, and may lead to an increase in margin.
Eases the Reporting Manager Tasks
The reporting manager gets some privileges and can access everything related to a lead or a particular rep with just a click. They can work on other pressing issues rather than focusing on micromanagement.
Saves Money and Increases Sales ROI
At first, investing in an effective CRM may sound like a costly affair for businesses. However, it helps in saving money by reducing errors. You can save both time and effort using a reliable CRM. Apart from this with customer details present at a glance, it becomes easier to make sales and increase ROI.
Prepare and Share Activity Reports
Activity reports will give an idea of all things that have happened in the past week. They also provide the monthly reports which will come in handy at the end of the month. These activity reports can be shared across teams which will eventually help in keeping everyone in the loop of all the happenings related to a client.
In CRM, you will have both- a marketing and service team working together with the sales team. All of these verticals work on CRM and this makes it easy for salespeople to have a unified experience.
Cross-Sell and Upsell
By using CRM you will have an idea about your customers’ preferences and their purchases. An experienced sales rep can use this information to sell other products or services that your business offers or even better sell something that is costlier than the product that they have purchased.
Definitive Guide to Use Sales CRM
Now that you have an idea about what a sales CRM is, it is time to understand how to implement this tool and make the most out of it.
Add Your Sales Team
A sales CRM software is all about salespeople. The sooner they get habituated to the software, the better they will perform and get results.
Add the salespeople as users and ensure that they know how valuable it is. You can make them sit for demos and tutorials so that they can get a complete idea about the product. Once salespeople get a grip on it, using the CRM and making the most out of it would be like a cakewalk.
A CRM is one such tool that can be customized as you want. So, make sure that you got all the features and privileges which you can use as per your requirement.
Understand the sales process of your organization and map the tool according to it. If you don’t have an idea about the sales process, take some time to observe how your sales team is closing deals, what is the difference between a successful deal and a failure one.
This will help you in addressing those gaps properly.
Import the Data
Before you opted for a particular CRM, you must have been using another CRM or spreadsheets as a repository for all of your databases. You can upload all of the data present in your CRM or wherever you have it into this new CRM in the CSV file format.
Integrate Your Tools
In every organization, it is important for the marketing, sales, and support team to have a 360-degree view of the prospects and customers. If you are already using a different CRM for customer service, just integrate it with this new CRM using integration APIs.
Setup the Dashboard
The dashboard is a control panel for the reporting managers and team leads to have a look at what each and every sales rep is doing. You can customize this dashboard and see about the clients and at which stage they are.
This way, there are so many other options available in the dashboard and you can pick the ones you need and set them up.
CRM gives you a lot of data and you would need it to be present in the form of a report that you can have a look at. These reports will help your sales reps in understanding at what level they are performing, how can they improve, and various other options.
Best Sales CRM Available in the Market- 2022.
There are so many sales CRMs that are available in the market. It is important for you to choose the right one that will make you in making more sales and offer better customer service. So, we have curated a list of the best sales CRM that are available in the market right at this moment.
Zoho CRM will give you a 360-degree view of all your sales process and pipeline. This CRM is perfect for businesses of all sizes. With the amazing pricing that they offer, Zoho CRM stands out as one of the best products that are available in the market right now.
Office24by7 is a great CRM software that offers multiple features under one hood. It is loved by most of the sales teams. You can use it for visitor tracking and lead tracking. This CRM lends a helping hand to small and medium businesses. It is affordable and cloud-based which makes it a great option to go for.
Salesforce is an all-in-one CRM that makes it easy for businesses of any size to build and maintain a strong relationship. It provides both sales and support solutions and is quite easy to set up. Proper training and some help from the Salesforce support team are enough to set up the CRM and get going with it.
PipeDrive is one of the leading websites that offer web-based lead management systems. It is a sales pipeline management tool that helps in centralizing the entire sales process and helps team members to focus on the most important things rather than wasting their time on the monotonous process.
Freshsales is a full-fledged automation solution for the sales team. It provides every minute detail that a salesperson needs to close a deal. With various features that are present in the system, Freshsales will help in empowering the team and increase their productivity as well as efficiency.
Working of a Sales CRM
CRM brings in a lot of benefits for an organization. The important question here is how. Knowing how a CRM works will help in understanding how you can reap the benefits of it. We are going to explain this with an example.
You are running a business that offers interior services. A prospective client searched for interior services and landed on your website. They have raised a query through the form and it will fall directly into your CRM.
Your salesperson can contact that lead and get different details related to the project and upload the same into the CRM. Even if that particular salesperson isn’t available, anyone from your team can respond to them as they have every detail available*- to them already.
You can start sending automated emails with the project details, plan, timeline, etc. If that particular lead visits your website again, another set of events will be triggered. If the lead turns into a prospective customer, the customer service team can access and aid that customer whenever needed.
Conversely, if the lead suggests that he has another option, then that lead will fall out of the funnel and CRM will start downplaying it so that the sales team doesn’t have to focus on it.
Things to Look for While Purchasing a CRM
Finding the right CRM that matches perfectly with your business is not easy. However, we have curated a list of important things that you have to look for while choosing a CRM. Make sure that your CRM has all the features that are present in this checklist.
It is common on your part to expect free service after investing in CRM. If a company is charging for their after-sales support, then they are ripping you off. Also do not go for the companies that are making you chat with robots, make sure that you are talking to an actual human being via phone, email, or chat.
If any company is just sending automated messages, stay clear of them.
Sales Process Tools
The right sales management software will not only help your sales reps stay organized but also make them work even more effectively. The software that has a sales process tool will help reps know the stages of each lead and also gives managers another way to break down the pipelines according to their quality.
The reps will understand and analyze the type of leads and how they can work on each of them in an effective manner.
A sales CRM is designed for sales reps first and managers next. It is important for companies to choose the software that sales teams are comfortable with using first. Without their approval, there is no way there will be a successful implementation of this CRM.
So, choose the software that has a good UI, helps your sales reps in their quest to close the deals.
No matter what vertical you are dealing with, the money that you are spending on a product matters. It is important to go for a CRM that provides the right value for the amount you are investing in it.
There are some CRMs that offer some basic features at one price and ask you to pay more for reports, forecasting, etc. Do not go for such CRMs just because their basic price is cheap. There is no point in spending money first on the product and then paying extra for other features.
Get a CRM that goes all the way when it comes to reporting. A sales management software that offers custom reports with different filters that you want is nothing less than a boon for your organization. Invest in those types of CRMs to get a proper view and better understanding.
Real-Time Reporting and Monitoring
Post pandemic most of the companies are working from home and so are the sales team. If your sales rep is going out, taking a break, or something, that person has to send an email or inform their reporting manager. This entire process is chaotic.
If you have a CRM that offers this real-time reporting feature, the rep can mark themselves as they are on break. This will also divert leads to some other active employees.
This becomes easier for reporting managers too. They can see the number of representatives that are active and who they are, the time that reps are away from the system, etc.
Offices have different types of software that they are using already. A reliable CRM will have the integration option which will integrate with all of this software to provide better output.
Simple and Quicker Setup
More than 55% of sales reps have said that they would love to work with CRMs that are easy to use. It is an important feature and that is not something that you have to ignore. There are some CRMs that have complex setups and your team may need extensive training before they get started with it.
This is not something that you will need. Go for CRM software that can be set up easily and that you can operate with a few hours of training.
When you are using a CRM, it is important to automate tasks like entering the contacts, schedules, etc. into it. You have to go with software that has a contact syncing option. This way you can sync email accounts, calendars, smartphones, and access all the required information whenever you need it.
Sales reps can be working from your office or in the field. They don’t necessarily have to carry their laptop wherever they go just to upload reports and other data. A CRM that has a mobile app will make it easy for sales reps to report from wherever they like.
They can update the leads stages, track the leads, and have an idea about the entire sales process right from their mobile. The best part about this is that the reps don’t have to compromise on the features that they get on the web applications.
Communication across the Team
A CRM must have a proper internal communication feature. This doesn’t have to be limited to just the sales team but for other teams too. Being able to communicate with anyone present on the CRM by just tagging them is the need of the hour.
Tips to Choose the Right Sales CRM
So, you may have got an idea about everything that there is to learn about CRM right! Now, let us talk about the tips to choose the right sales CRM software for your business.
Know About Your Business Requirements
So, the first thing that you have to do is answer this question- “why does your business need a sales CRM,” the moment you find an answer to this, you will get an idea about what all features you need in your CRM.
Check your yearly business reports, address the pain points that a CRM can solve. Every business requirements are different from the others so it is important to understand whether your CRM will suit the business requirements or not.
As your business starts growing, you may need a CRM that has more features so always prefer a CRM that has flexibility and scalability.
CRM Deployment: Cloud or On-Premise
A cloud-based CRM has servers in the cloud, you just have to open the particular software and work on it from anywhere you want with just the credentials and internet. Whereas an on-premise setup requires particular hardware and this CRM can be accessed only from that office which means the person has to be available to use it.
Although all of the businesses are going for a cloud-based CRM, there are some who may need an on-premise CRM setup. If your business is one of these, then make sure that you opt for a CRM that offers the best on-premise services.
One pro tip, no matter which deployment you are opting for now, you can’t be sure that you will use it forever right! A CRM that provides this flexibility to evolve along with your business will be quite handy for you.
Discuss with your Sales Team
At the end of the day, your sales team is the ones who will be using the software. So, sit with the team and discuss whether they are fine with that particular sales management software that you are planning on purchasing.
Get their inputs and know what all features they require in a CRM. This will help in purchasing a CRM that your team would love to use.
There are various websites that publish user reviews as well as expert opinions on the software. Get onto those websites and check for the reviews and performance of the software. This will help in getting an idea about all the things that you can expect from a sales CRM.
A Demo and Free Trial can be a Deal Breaker
Every CRM would look good on paper but is that enough? You need much more than that. You should get an idea of how the product works and CRM companies will offer a free demo explaining the product.
Once this is done, you need to get a free trial which will give you hands-on experience. At Office24by7 we offer a 7-day free trial where you can check around all the features, use them and understand everything that is present in the CRM.
A demo will just give you an overview, once you dig into the CRM, you will get an in-depth idea about the product and understand whether it is useful for your business or not.
User Experience Matters
How many clicks does it take to change the status of a lead? Do you enjoy this process or does it tire you? The user experience that you get here will have an impact on your performance in the future.
So, once you get your hands on the free trial, make sure to concentrate on this user experience too.
Wrapping it Up
In the end, the only thing that matters is closing the deals. However, along with it, you should also think about building a loyal customer base. As the sales CRM automates a lot of things and gives ample time for sales reps to talk and work with the client, they can establish meaningful relationships which will last for a lifetime for your company
With various sales management software available in the market, you may get confused about various things. That is the reason why we have provided you with all the features and tips that you need to know before making your purchase.
However, if you are looking for a CRM that will tick all the required features that we have mentioned earlier, then look no more. Our enterprise sales softwareis the only thing you need. We have curated the best and most important features that businesses of every vertical need in our product.
Want to know more, give us a call on +91 7097171717, or even better drop us an email at firstname.lastname@example.org. We will make sure that your mail is addressed as soon as possible by one of our sales representatives.