What are the benefits of CRM?
Here’s how a CRM system can help your business today.
There are many benefits of using CRM software — especially when your business combines CRM with AI and data you can trust. Here are just a few of them:
1. Connect your business silos.
The ability to easily share data across your teams is a huge benefit to both your customers and your business. A CRM provides everyone at your company with a simple, customizable user interface with real-time updates they can use to serve customers.
So when a customer calls in with a question, the service agent can see their entire history, past marketing offers, and previous purchases. The CRM can even offer up suggestions for new products the customer may like, based on trends and insights uncovered by AI.
A CRM with messaging capabilities that incorporates your customer data makes it even easier to communicate across your teams, with the data you need to collaborate right at your fingertips.
2. Make improvements to your bottom line.
Introducing a CRM platform has been shown to produce real results across a business. It helps your employees save time, work more efficiently, unlock opportunities, and serve customers better. Using Salesforce CRM, global customers across all business sizes have a proven track record of success, including:
Sales revenue
+30%
Win rate
+30%
Faster deal closure
+30%
Customer lifetime value
+31%
B2B lead volume
+34%
Customer retention
+32%
Customer satisfaction
+32%
Faster case resolution
+21%
Customer retention
+32%
Customer satisfaction
+32%
Faster case resolution
+21%
Online Revenue
+28%
Faster time to execute new strategies
+29%
Digital conversion rates
+19%
Decrease in IT costs
+22%
Faster deployment
+30%
Faster automation of business processes
+30%
Source: FY2024 Salesforce Customer Success Metrics Global Highlights. Data is aggregated from 2,165 customers across 10 countries.
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3. Increase customer lifetime value.
By understanding your customers better, cross-selling and upselling opportunities become clear — giving you the chance to win new business from your existing accounts and to build lasting, more profitable relationships. With more visibility, you can keep your customers happy with better service. Happy customers become repeat customers, and repeat customers spend more.
4. Offer Better Customer Support.
Today's customers expect fast, personalized support at any time of day or night. A CRM system can help you provide the high-quality service that customers are looking for. Your agents can quickly access a customer’s record of all past interactions so they can provide quick, informed answers and service.
5. Improve Products And Services.
A good CRM system will gather information from a large variety of sources across your business and beyond. So in addition to providing information about individual customers, it can serve as a listening engine. Using AI can give you unprecedented insights into how people feel and what they are saying about your organization. This helps you improve your offerings, spot problems early, and identify gaps.
6. Accelerate work with automation.
CRM software helps employees get more done, faster. With capabilities like Salesforce Flow Orchestration, you can automate complex, multi-user processes into simple and streamlined workflows. Plus, fully integrated productivity platforms such as Slack provide a single place where employees can collaborate right in the flow of work and automate processes. And now with AI, the best CRM software can automatically generate workflows using conversational intelligence to create even better experiences.
7. Use AI to identify trends and efficiencies.
Finding, winning, and keeping customers to grow your business starts with a good Customer Relationship Management (CRM) application. Find out everything you need to know to get started with CRM by downloading Your Complete CRM Handbook.
