Customer Relationship Management system is a tool in business that helps in managing clients, contacts, customer data, customer interactions, etc. The most common use of CRM software is managing business-customer relationships. After business owners discover this, there are many that wonder: What is salesforce CRM?
Before CRM systems came into existence, companies relied on multiple channels to record and receive information. The entry of CRM systems has enabled businesses to organize all this data in one central location and facilitated the sharing of information among various departments. There are many CRM systems that firms can choose from. Salesforce CRM is one of the leading ones.
What Is Salesforce CRM?
Salesforce CRM is a secure cloud-based system that automates and streamlines business processes. It helps in:
- Managing contacts;
- Finding new leads;
- Turning prospects into customers.
Since it utilizes the power of App cloud, you can access all its applications on any device. It is suitable for large enterprises and small businesses, too. The system contains features that streamline the entire sales process and reduce the time taken to close sales. Let’s look at some of those features.
9 System Features of the Salesforce CRM
When comparing CRM systems, you should look out for features that are likely to make the most impact in your business and not necessarily those that are only good on paper. But what is salesforce CRM offering to customers with regards to features?
1. Contact Management
The contact management system in Salesforce is robust. The software keeps addresses, phone numbers and other contact information. However, it also stores other vital data that tells you everything you need to know about your customer. This includes their past communications, history, deals and their position in the sales funnel.
It also gives you access to their social media accounts and enables you to respond to any concerns or questions that they raise regarding your business.
2. Lead Generation
Apart from allowing you to make wise marketing decisions, the lead generation system gives you access to all the tools you require to convert prospects into actual sales. First, it provides you with a holistic overview of every lead. Moreover, it can go back as far as identifying the particular marketing channels and campaigns that brought them into the business.
This information will help you to know which marketing efforts are yielding fruit and which are not. The system then automatically assigns the leads to appropriate sales representatives for follow.
3. Opportunity Management
The system has in-built deal assessment and quoting tools that enable you to manage opportunities and close sales quickly and efficiently.
It also makes it easier for reps to send valuable information such as payment terms, pricing and quantities to the customer. This is possible by consolidating all that information in one detailed PDF. One can be able to see the value of every single deal and its current stage.
The system enables real time sales forecasting management. Sales representatives can come up with sales forecasts containing essential details. Some of them are monthly attainments, contract values, categories, and customers.
You can then review the predictions and suggest favorable adjustments as you deem fit.
Generating and analyzing reports is made easier. The system contains drag-and-drop tools such as graphs and charts. It also enables you to focus on specific categories and the tiniest of details.
These reports are also available on the dashboard and can be accessed easily when one logs in.
The system encourages cooperation among members of staff and sales representatives. It contains social tools that allow them to exchange files, sources, data, insights, leads and much more. Features such as social news facilitate open discussions.
7. Automated Workflow
Automation guides sales representatives through every step of each deal without requiring your presence. Various activities such as assigning tasks, responding to approval requests and making recommendations can be made automatically thus helping to speed up the process.
8. Mobile Access
You don’t have to be near your computer to access your dashboard, lead generation tools, contacts and many other features. The Salesforce Mobile App will give you access to your CRM on the go. The app also contains collaboration features to keep you in touch with your team regardless of where you are.
9. Customer Service
Some people may find it hard to use the CRM system without assistance. A good CRM system should therefore invest in customer support. So, what is Salesforce CRM customer service like? The system offers support through three important features.
- A toll-free customer service number;
- A live-chat feature;
- A community forum.
PROs and CONS of the Salesforce CRM System
What Is Salesforce CRM Doing Right?
- It is easy to use. It offers an interface that is simple and very intuitive. You don’t need to learn how to code.
- It has excellent functionality. The system allows for smooth flow of data across various departments and encourages collaboration. It also has comprehensive data security and protection.
- It is flexible and allows for customization. This flexibility enables it to integrate with different business models.
- It has excellent user resources. It provides educational material and resources to empower its users.
What Is Salesforce CRM Doing Wrong?
- It can overwhelm micro-businesses that may not necessarily require a comprehensive software.
- It is a bit pricey for some businesses especially when it comes to customization and third party additions.
- Some of its features are too complicated for the average user. For example, the customization tools kits can be too technical.
- Automation makes the users lose the personal touch.
- The system runs on a cloud server. Therefore, it has a maintenance schedule and may be inaccessible at times.
Operations in the company continue to become more complicated. Therefore, the need for a system that streamlines communication and encourages cooperation between various key players becomes more apparent. Choosing the best CRM system for your business needs is a process that you shouldn’t rush. You need to ask yourself hard questions. What is Salesforce CRM offering that other systems are not, for example?
A Customer Relationship Management system can go a long way in redefining the customer-business relationship. Salesforce CRM is a comprehensive system that contains many features, each uniquely designed to make business operations easier. The software is suitable for small and big enterprises alike. However, it may not be the right one for small businesses that don’t require dedicated sales teams and which may already have solutions that seem to work for them.