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Why is a CRM System Needed: Concept, Advantages, and Varieties

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Have you noticed how some establishments offer your favorite coffee or dessert? Or how do telecommunications operators diligently remind customers about the upcoming tariff deduction?


It might seem almost impossible to remember information about each customer among millions of consumers, but that was the case until the advent of CRM systems.


CRM is software for automating and managing customer interactions. Here, all data about the history of orders and sales, about each customer and his preferences, as well as about previous interactions of the brand with the consumer, are stored electronically. This development helps to increase the profit of the company and at the same time satisfy the needs of the client. In today's material, we will tell you what CRM is and why it is needed, what types of systems exist, as well as the advantages of this solution.


Five reasons to implement CRM systems in industries

Retail, IT, pharmaceuticals or the restaurant business — no matter what field you work in, CRM will be relevant for everyone, and here's why:

  1. Centralization
    Why do you need a CRM system? Primarily, to store important marketing data in one place. Information, including customer details, order history, and products the customer has shown interest in, is collected from various channels (social media, website, messenger, etc.), simplifying the data collection process. CRM also allows for the automation of business processes, such as quickly setting up SMS campaigns for specific contacts, generating brand performance reports, and creating sales funnels.
  2. Customer experience
    The goal of business is to satisfy the customer, and that's why CRM systems were created. By systematizing consumer data and quickly finding the necessary information, you can personalize offers for the customer, provide what truly interests them, motivate purchases with birthday discounts, and more. Proper use of information organized in CRM is a powerful marketing tool.
  3. Data analysis
    The goal of business is to satisfy the customer, which is why CRMs were created. By systematizing customer data and quickly finding the information you need, you can personalize offers for the customer, offer what they are interested in, motivate them to buy with birthday discounts, and more. Correct use of information systematized in CRM is a powerful marketing tool.
  4. Improvement of operations
    Analyzing and automating company operations are often reasons why CRM systems are used beyond customer data management. Some programs enable the creation of employee profiles, tracking the start and end of the workday, setting and monitoring task completion, and establishing deadlines for each task. A productive team is one where each employee knows what, when, and how they need to do something, and CRM helps with that.
  5. Integration with APIs
    CRM systems integrate via APIs with other services, such as messengers, inventory management and control systems, transport companies, and more. This connection allows for quickly placing an order without leaving the CRM program, timely contacting the customer, and swiftly creating an invoice for mailing.

Comparing ready-made cloud solutions and custom solutions: types of CRM systems

Now that we've covered the advantages of the technology, the next step is to review the types of CRM systems. If we consider the basic classification, there are two types:

  • Ready-made cloud solutions
  • Custom individual systems

Cloud services are more widespread: they can be acquired, installed, configured, and used immediately. There are dozens of solutions available in the market, making it challenging to evaluate the advantages of each one simultaneously. The main advantage is the time saved for the client at the start of using CRM.


Individual CRMs are systems created by specialists exclusively for a client from scratch. The advantages of such developments are much greater:

  • Complete customization: the client receives a product tailored to their needs with a unique design, structure, and features.
  • Cost savings: while development itself may be more expensive, the savings come from the absence of monthly or annual subscriptions. Therefore, a custom CRM can quickly 'pay off' compared to a cloud-based client.
  • Additional features: experienced developers can implement any solutions not available in ready-made CRMs, greatly simplifying the system's operation.
  • No unnecessary details: with your own CRM system, you can forget about confusing menu sections, advertisements, dozens of unnecessary pages, and other extraneous options. The software will contain only what you specifically need.
  • Independence: if the developer of a cloud CRM raises subscription costs, introduces an unsuccessful update, or falls victim to an attack resulting in a data breach, you won't have to worry about these issues with your system. The nature of your CRM depends solely on your needs and the skills of the developers.

If we compare, individual solutions will undoubtedly be much better for clients. However, if the opportunity to create a custom CRM is not currently available, we suggest considering one of the ready-made systems. For your convenience, we've compiled a list of popular cloud CRMs.


CRM systems: benefits and Costs

Pipedrive

CRM for the sales department. Its advantage lies in easy setup. Just follow three steps:

  1. Set up the sales pipeline, either independently or using a template. Automatic import of deals from CRM or spreadsheets is provided.
  2. Track progress with the help of automatic notifications. Managers can manage deals with reminders, and sales forecasts are updated with each progression.
  3. Scale the business with the assistance of AI technologies and analytics integrated into the program. Automation of routine tasks opens up more opportunities for new solutions in company activities and attracting new clients.

The CRM offers numerous useful features, which can be explored on the official website. Pipedrive's pricing plans range from €12.50 to €74.90 per month.


Zoho

The system is designed for the efficient operation of small and medium-sized businesses. It is recommended to use CRM to quickly address tasks without resorting to technical specifications and developer intervention. The platform's advantages include:

  1. Lead management, especially in terms of converting leads into clients and matching them.
  2. Conducting competitive product analysis within the system.
  3. Displaying details of agreements, along with associated contacts, products, and expenses.
  4. Integration capability with over 800 applications and a marketplace of ready-made solutions.
  5. Built-in AI solutions for forecasting based on available data.
  6. Almost complete customization, particularly using the Canvas Builder.
  7. Ability to write custom automation functions.

The pricing structure ranges from €14 to €52 per user, depending on the selected plan. The cost increases with the number of users.


ClickUp

The presented platform is designed for project and task management but also incorporates CRM capabilities. ClickUp's advantages in relationship management include data visualization and automation of marketing and communications. Regardless of the industry, ClickUp allows clients to customize functions and tools to meet specific goals and tasks. The system caters to marketing professionals, support service engineers, and finance sector employees. The benefits of using ClickUp include:

  1. Increased sales
  2. Company process management
  3. Improved team understanding
  4. Coordinated customer service

ClickUp has received accolades and is used by prominent companies such as IBM, Netflix, and Logitech. The cost of using ClickUp ranges from $7 to $12 per user per month, and there is also a free version available.


Salesforce

Salesforce is a system designed for companies providing financial services, engaged in retail, healthcare, manufacturing, and other industries. Among the advantages of CRM, we highlight:

  • Customization: the system allows for individual configuration to meet specific needs.
  • Reporting: salesforce provides robust reporting capabilities.
  • Integration with 1000+ platforms: Seamless integration with a wide range of third-party applications.
  • Intuitive interface: the system features an easy-to-understand interface.
  • Client lead management capabilities: Tools for effective management of client leads.

To evaluate Salesforce, a 30-day trial version is available. The pricing grid includes free, basic, standard, professional, and corporate plans.


HubSpot

CRM HubSpot provides all the necessary tools for sales, customer service, marketing, and other business operations. The platform's advantages include:

  • Intuitive interface: the system is suitable for beginners as it is easy to understand.
  • Built-in integration: information is synchronized with business applications like Gmail, Slack, and Salesforce, simplifying customer interactions.
  • Scalability: enhanced plans cater to a broader range of business tasks. The pricing grid includes plans for small, medium, and large businesses.
  • Accessibility: customer support and documentation facilitate ease of use with HubSpot.

The platform enables easy management of interactions and data in collaboration with clients. For pricing details, users can refer to the official company website, as costs depend on the user's needs.


Microsoft Dynamics

Microsoft Dynamics is a suite of business applications that cover various aspects of company operations, from financial transactions to sales and marketing. The system helps organizations manage internal operations and serve customers. Microsoft Dynamics performs:

  • Customer data tracking
  • Sales automation
  • Customer interaction management based on information from previous orders

With Microsoft Dynamics CRM, the team understands what customers need and want, finds effective solutions, and retains customers who may be on the verge of discontinuing collaboration. Prices for Microsoft Dynamics CRM may vary depending on the product version, number of users, selected modules, and subscription terms.


Summary

CRM, relatively recently introduced to the world of software, automates and customizes processes related to customer interaction. Viewing customer data, segmenting audiences, setting up campaigns and funnels, team management, and task assignment – these and other functionalities are available in CRM systems.


The market offers dozens of cloud solutions, but creating a customized CRM is often the optimal choice. Asabix is engaged in the development of CRM systems of various complexity for all types of business: among our capabilities are the integration of APIs, the creation of a suitable design, the addition of any necessary functions and much more. Our team consists of professionals with 5+ years of experience, so we will help you create the perfect custom system that will eventually bring fruit to your business!

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