Rethinking CRM Software’s Place in Your Business

CRM-SoftwareWhen you think about customer relationship management (CRM) software, what comes to mind? If you’re like most people, you are probably thinking about how sales departments use the software to keep track of customer orders and product histories. While CRM software is definitely a useful tool for sales, it should not be limited to the sales department.

Modern CRM solutions have broadened their capabilities to encompass additional business functions to support multiple departments within a company. While its main focus should always be sales, CRM can help connect various departments with the information they need to do their job better. Reaching outside the traditional sales focus, today’s CRM solutions can help with marketing, customer service, HR and even project management.

Let’s take a look at how your business can use CRM software for each of these purposes:

  • Marketing
    The data contained within your company’s CRM system is invaluable to your marketing department. In order to effectively reach out to current customers and target prospective ones, they need access to the data contained in your CRM system. This will help them personalize campaigns, making their campaigns more effective and increasing your company’s chance of gaining new customers.
  • Human Resource Management (HR)
    While it may not seem the obvious choice, CRM software can be highly effective in helping human resources teams manage and track information about employees, new hires and open positions within your company. The HR department has many moving parts, and CRM can help HR managers keep track of important information and tasks. From arranging interviews to sending emails to rejected candidates to establishing salary ranges, all of these tasks can be created and managed in CRM. Companies can even create a candidates section within their CRM system to maintain a database of people, skills, and interview notes should they fit other roles that open up in the future.
  • Project Management
    While the Project Manager typically has a variety of tools at his or her disposal, the project management team is generally limited in the tools they can use to keep track of project deadlines and details. CRM software enables the team to own their work by giving them the ability to track milestones, budgets, timelines, and tasks and sync them with the team’s Outlook calendar. This strengthens project management across the board and ensures that your team is aware of all the moving parts.
  • Customer Service
    Just as the sales department needs CRM to close deals and manage customer information, the customer service department needs CRM to do its job well. By linking the customer service department to your CRM system, you are creating an instant flow of communication that they need to answer customer inquiries and schedule service requests. With access to your company’s CRM system, customer service representatives can respond to your customers’ needs instantly.

As you can see, CRM can be used for much more than just keeping track of sales data. Once you realize the full potential of CRM, you can use it to boost the effectiveness of just about any of your processes. Today’s CRM solutions can even be integrated with your ERP software to provide you with a complete business solution.

Give us a call today to discover how CRM can impact your entire business – not just your sales department.

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