Discover Salesforce CRM and find out if it is the right system for your business – WAU
Salesforce CRM is one of the main players in the market, with around 20% share worldwide. As it is a complete customer relationship management system, it can be essential to enhance the results of your strategy.
It is common in the day-to-day of the marketing and sales teams to deal with situations such as lack of time, and of arm, to put into practice all the strategies the company needs.
So, you need management systems like Salesforce CRM.
In order for you to know how this system works and how it can help you achieve the results that your company expects of you so much, we wrote this article and invite you to read it until the end. Come on?
What is a CRM?
CRM is an abbreviation for Customer Relationship Management, a customer relationship management system.
The program has several features that allow you to analyze prospects and customer behavior to optimize marketing activities and increase sales.
Thus, with CRM it is possible to store information for all contacts, such as name, email, phone, etc. and your interactions with the company.
Therefore, all visits to your website or blog and other data mentioned above can be viewed in CRM.
What is the Salesforce CRM system?
Salesforce is widely considered to be the industry standard for CRM solutions as it occupies almost 20% market share.
Thus, Salesforce is one of the first names that comes to mind when you mention customer relationship management solutions.
O large number of features, integrations and additional options make it the ideal CRM for large companies with diverse needs and in a constant growth process.
After the implementation is complete, Salesforce offers users a product that has a beautiful, fast, powerful and highly customizable design.
What are Salesforce features
Some of Salesforce’s most popular features include sales forecasting, collaboration, contact management and reporting. According to the company, the application of this system can increase revenue by 30%.
In addition, Salesforce also claims that its software increases sales productivity, earnings rate and forecast accuracy.
The use of a CRM system can track all sales activities, including past and future customers. This information provides insights for companies to act on potential customers.
In customer-focused industries, CRM systems provide information based on customer decisions. Information such as social media, emails and lead data can help companies understand customer needs and leverage potential sales.
Therefore, a CRM can be used by both large and small companies.
What are the advantages of Salesforce CRM?
We have listed here the main benefits of hiring a Salesforce CRM. Shall we meet them?
1. Better organization of information
The more you know about your customers, the better the type of experience you can provide them. Everything they do and every interaction they have with your company needs to be identified, documented and recorded.
Thanks to CRM all this becomes a possibility, as it allows you to store a vast list of customers and any other important information about them.
Accessing their file is even more convenient than before due to the cloud, so regardless of who is helping the customer in question, they will have the same actionable data available instantly.
This will result in less time wasted for customers and employees.
2. Enhanced communication
As mentioned above, CRM allows any employee to provide the same level of service, having access to the same customer data.
Especially because, even if your customers have a single point of contact, there is a good chance that, at some point, that contact will not be available and the customer will be forced to work with someone new.
When this happens, many of them face the unfortunate prospect of having to “start from scratch” with someone who doesn’t understand their own unique preferences and problems.
CRM eliminates this concern, making detailed customer information communicable to anyone who might need it.
As such, it doesn’t matter who is currently helping the customer, because they will work with the same information.
And considering that CRM is cloud-based and accessible from any device with an Internet connection, the communication benefits of mobile CRM are not limited to the office.
3. Better customer service
Your time is valuable, as well as your customers’ time. So, if some of them face a problem that needs solving, they will be dissatisfied, unless the problem is resolved quickly.
With CRM, as soon as a customer contacts your company, your representatives will be able to access all information about it that can help them find a solution.
In many cases, your most experienced representatives, with previous information and history, will be able to find a solution in the first minutes, thanks to a accessible database of possible problems.
Thus, with this system, customer service becomes a walk in the park.
4. Task automation
Selling is always a challenge because, along with the surface details of any sale, there are hundreds of smaller tasks that must be completed for everything to work properly.
Forms need to be filled out, reports need to be sent, legal issues need to be addressed – these ancillary tasks are time consuming but vital to the sales process.
The best CRM systems are designed to take the weight of many of these tasks off the shoulders of your employees, thanks to automation.
This means that your representatives will be able to focus their efforts on closing leads and in solving customer’s problem points, while the automated CRM system takes care of the details.
5. Greater efficiency for multiple teams
The automatically stored communication allows you to view emails, calendar and phone call details in one easily accessible location. Add that to the ability for multiple teams to access the same information, and you’ll increase your business’s results by an absurd amount.
Sales, marketing and customer service teams can share valuable information about customers to continue channeling them in order to achieve the desired result closing sales, knowledge of new products or excellent customer service.
Each department can now tag the team to get the right information for the right individual. With this ease, teams can work together to improve the end result.
6. Improved data and reporting
CRM systems store information in a single location, which leads to improved analysis of the data as a whole.
Easily integrated with different tools or plugins, you have the possibility to generate automatic reports to maximize your time.
Customize dashboard views to quickly find the information you need, such as customer information, sales goals and performance reports, to reach untapped opportunities.
With better reporting data, you can make ingenious and effective decisions to reap the rewards of customer loyalty and long-term profitability.
7. Scalability for companies
Salesforce CRM helps your company scale on a single, secure platform that is easy to customize and update.
Thus, you can expand your selling power, service and market with pre-integrated applications in AppExchange, one of the largest business application markets in the world.
What are the drawbacks of Salesforce CRM?
Not everything is flowers. Now let’s look at some disadvantages of Salesforce CRM.
1. Salesforce is expensive and has hidden costs
This is a common complaint: Salesforce is expensive. In addition, some customers point to hidden costs that prevent them from renewing their contracts.
In particular, Salesforce charges additional fees to activate the system’s functionality environment, in addition to developing and testing new applications.
Salesforce will charge you extra extras if a company needs additional integration through APIs. That is, if you want to make Salesforce interact with other tools of your own, get ready to open the wallet.
2. Salesforce requires customization and extra applications
Applying sophisticated custom user interfaces is a task that any company may need. That’s why it can’t do without the help of Salesforce developers, which, in turn, can be quite expensive.
Besides that, Salesforce relies heavily on AppExchange vendors that offer lead management, pricing and other applications to help companies create a complete solution.
Without a doubt, Salesforce is an extremely powerful platform. However, to feel this power, it may be necessary to build numerous complementary components.
In essence, this work is a bit like telling a story, because you can make the narrative even better according to the profile of those who read or hear it.
2. Salesforce offers limited deployment
All major Salesforce competitors offer multiple deployment options for their customers. However, Salesforce does not support public clouds, such as Amazon EC2, Microsoft Azure, Rackspace and others.
How do I know if I’m ready to hire Salesforce?
If you’re looking to see if you and your company are ready to purchase Salesforce, we’ve listed the main points here.
Salesforce only serves customer management?
In addition to customer relationship management, Salesforce also sells compatible business software products to manage advanced analytics, financial services companies, healthcare companies, and more.
Is Salesforce a SaaS CRM product?
Yes. Salesforce’s customer relationship management (CRM) solution is considered a Software as a Service (SaaS) product.
Today, most small businesses depend on SaaS products due to their affordability and low maintenance nature.
Should I hire Salesforce CRM or an ERP?
Enterprise resource planning (ERP) software is designed to manage almost every aspect of a company’s operations, from accounting and human resources to inventory and analysis, and as such, CRM features are often incorporated into ERP software.
CRM software focuses specifically on managing customer information, recording customer interactions and storing sales-related lead details.
In fact, now that you know what Salesforce CRM is and how it works, how about going deeper into the universe of other CRMs?
Find out which are the 12 best CRM tools available on the market
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