![]() CRM with business intelligence features can also generate insights to help you understand your historical sales performance.īeyond all of that (yes, there’s more!), you can use CRM data to plan your product roadmap. Throw some marketing automation into the mix and you can track visits to your website and other digital properties – and use that data to qualify and score new leads. Sales gets clear visibility into every opportunity or lead, charting a clear path from inquiries to sales. Marketers can use data to better understand what touchpoints and assets (ebooks, infographics, etc) help prospects convert. ![]() Share customer data across your entire businessīut the superpowers don’t stop there! All of those conversations, social media posts, and other customer information your CRM’s been tracking can be shared across your organization so sales and marketing can benefit from it, too. That’s a fancy way of describing how customers might start a conversation with your brand on Twitter, then move to online chat or a phone call to resolve the case.ĬRM tools that track conversations across multiple channels (and provide your service agents with complete histories of those interactions) are a boon to your customer support efforts. If your CRM integrates support for Facebook Messenger or web chat, you can even reply to customers from directly within your CRM.įollowing your customers’ social media activity and pulling it into a single, consolidated customer history view is also really helpful when it comes to offering omni-channel support. Linking to your Twitter and Facebook pages lets you monitor key data and insights from those channels via dashboards and reports – without having to leave your CRM. Logs of email, phone, and social media interactionsįrom there, you can also use CRM to keep tabs on your company’s social media activity.But today’s CRM tools get their superpowers from automation.Ī customer record entry can show you not only that customer’s basic contact info, but also an automatically updated, complete history of their relationship with your company, including: You can, of course, enter customer data into a CRM system manually. Engage with customers across channels and social platforms What is CRM? Customer relationship management (CRM) is technology for managing all of your company’s relationships and interactions with customers and potential customers.ĬRM tools can do a ton of heavy lifting for your business, enabling powerful automations – and saving you time on grunt work so you can focus on growing your business. This blog post was contributed by Salesforce Essentials.
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