According to a second Capterra study [2] , almost every second company (47%) currently uses a CRM system , which is a respectable 5th place. The only more common solutions are those for such basic topics as accounting, data security, project management and, interestingly, digital marketing (at 52%), which brings us full circle. 56% of respondents to the summer study consider CRM systems to be of fundamental importance, and a further 39% rate them as "beneficial".
This benefits everyone, as salespeople who work closely with their marketing teams via a shared CRM have proven to be particularly successful. It basically makes sense, because everyone has quick and easy access to the preferences of the customer in question, which enables offers to be tailored much more precisely. This creates satisfied customers, and satisfied customers buy.
CRM as the core of customer relationship management
"The more data and analytics are integrated into CRM, the more companies can adjust the frequency of contact, based on information about past interactions."
So: customer retention, customer retention, customer retention. It cannot be stressed enough. Right now, customer retention, a carefully tailored approach and a clear separation between existing and new customers are the way to go. That's why a CRM system is essential, one that can support this multi-faceted approach and adapt to new circumstances.
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Last but not least
Last but not least, we have put together some helpful resources and tips.
To determine current customer satisfaction, we recommend online questionnaires and similar tools. They are a huge help when it comes to ensuring customer satisfaction and making adjustments accordingly. Sellsy and team leader are examples of solid CRM solutions with calendar and callback functions, which are essential for campaign creation and satisfaction or corrective actions.
Successful personalization must begin with market segmentation. The Gabler Business Dictionary, for example, provides more information on the advantages .
You can find further information on trends in the use of CRM systems here: User study: CRM software trends 2019 in German SMEs
If you feel like your business could use a little fresh air in email marketing, then this article might be for you: The Top 12 MailChimp Alternatives for Email Marketing in Small Businesses
[1] The respondents are employed (full-time, part-time or self-employed) and work in a small to medium-sized company (1–250 employees).
[2] Study conducted by Capterra, surveying 270 people involved in senior technology purchasing positions between July and September 2018.