With the course of time, VoIP phone systems have had several additions which in turn are increasing the credibility and reliability of the VoIP. As more and more companies are switching to it, VoIP systems are also broadening their horizons to attain the customer satisfaction level. Different VoIP companies have integrated and collaborated with different Customer Relationship Management software and devices. They work seamlessly with the VoIP systems and bring out the collective benefits.
CRM – acronym for Customer Relationship Management – is an approach combining all strategies and technologies that enable the company to manage interactions with its existing and potential customers.
Goals of Customer Relationship Management
Following are the goals or objectives of this approach.
- To retain existing customers
- To entertain new customers
- To boost up sales ratio
Communication Channels for CRM
The CRMs obtain and gather information from different channels or sources which help in a better lead generation.
- Company’s Website
- Telephonic conversation
- Live Chat
- Social media etc
Types of CRMs
- Strategic CRM
- Operational CRM
- Analytical CRM
- Collaborative CRM
Strategic CRM
It works on a customer-centric approach with the target of winning new customers and retaining the existing ones.
Operational CRM
It ensures seamless everyday business such as transactions or front office operations which can ultimately affect the customer processes such as selling, marketing and customer support.
Analytical CRM
It involves the efficient probing of customer data for strategic purposes and includes back-office processes such as accounting, finance, human resources and data warehouses.
Collaborative CRM
It is the practical application of technological ideas to the business premises to manage the interactions and customizing organizational streams.
Advantages of Customer Relationship Management Tools
Recognition of the Potential Customer
Every day thousands of people visit your website, and a few hundreds of them subscribe to your Email as well. However, not all of them are your potential customers, or you can not extend your services to all of them. CRM tools identify the customers by bringing in wide-ranging information and help you stay in touch with them by sending coupons, reminders, product ranges etc. It increases customer satisfaction as well as the reputation of the company.
Improvement in Customer Service
The CRMs allow understanding the specific needs of customers and handling each customer individually by focusing his queries mainly. It leads to increased responsiveness and customer satisfaction which is the key to retaining potential customers.
It is an effective way of arranging the follow-up with customers on the items of their interest.
Winning New Customers
Generating new sales is not an easy task, especially in the time of competition as this. However, CRMs help to identify and keep track of the profiles of the people who can give sales in the future. Hence, it also helps to streamline things for a longer run.
Increases Customer Loyalty
The loyal customers are the real asset to any business since the feedback and testimonials from such customers often lead to convincing challenging clients as well.
Quick Boost to the Sales Ratio
The sales team gets a huge benefit out of the CRM because of the reasons as mentioned earlier. All of them go perfectly well with both the customer and the company. Therefore, the sales representatives close the deals faster and in an efficient way.
Examples of Customers Relationship Management Tools
The CRMs that have collaborated with the VoIP phone systems include many renowned names. Their compatibility with VoIP has proved to be a promising step in evolving modern businesses.
Microsoft Dynamics CRM
Microsoft initially developed it. The main focus of Microsoft Dynamics CRM is on sales and marketing, as well as customer services.
Salesforce
The CRM headquartered in California also offers a consolidated plan of applications focusing on customer management, marketing and analytical backgrounds. Due to its exceptional services, it has been ranked on the sixth place by Fortune magazine in the list of Top 100 CRM Companies of 2020.
Oracle Corporation
Oracle Corporation has been the second-largest software company by revenue in the year 2019. It deals with cloud-based software systems. It offers different services such as Software as a Service (SaaS), Platform as a Service (PaaS), Infrastructure as a Service (IaaS) and others.
SugarCRM
SugarCRM software is more commonly known as Sugar. It offers its services in three editions namely Sugar Professional, Sugar Enterprise and Sugar Ultimate. The central sphere of expertise of SugarCRM revolves around sales, marketing, reporting, and customer support services.
Pipedrive
It is a sales software company which has developed the Website application and the mobile app, known as Pipedrive, which is a capable cloud-based software. Pipedrive has its office in different places in America, UK and Czech Republic.
Most of the Top-notch VoIP companies have integrated with the Customer Relationship Management tools to provide a user-friendly VoIP experience.
April 7, 2023
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