Your relationship with your customers is everything. How you manage these interactions has a great impact on how successful your business will be. Because of this emphasis on customer relationships, it’s no wonder SaaS CRM solutions have become so increasingly popular.
In this article, we will shed some light on why SaaS CRM is so valuable and why your business needs one.
What is SaaS CRM?
Software as a Service (SaaS), as the name suggests, is software that runs on a cloud. There is no need to install and maintain this software as it’s all online. All you need to access this software is an internet connection.
CRM stands for Customer Relationship Management and it is a software tool that enables you to manage information about your customers. This is where you keep data about their preferences, what products they bought from you, etc.
SaaS CRM is a cloud-based customer relationship management platform. What this means is that you can access your databases anytime and anywhere using any device (desktop, mobile phone), as long as you have an internet connection.
No Installation or Maintenance Cost
One of the many advantages of using a SaaS CRM program is its cost-effectiveness. Since everything is stored in the cloud and hosted and maintained by the provider, you do not need to do anything. No hardware and software maintenance, all you pay is the subscription fee. For startups and small businesses, this is a huge advantage.
It also means it’s simple to use since all you need to do is access the program online.
With CRM, all the valuable information regarding your customers is stored in one platform. Since it enables you to have a centralized database, everyone on your team will be able to access this information as they need. They can also update it with fresh information and open files wherever and whenever they need, as long as they’re connected to the internet. This makes customer relationship management way easier.
Increases Customer Retention
To achieve customer loyalty and increase retention, a business must learn about its customers. This is exactly what CRM software allows you to do.
Why do customers buy certain products? What is their purchase history? What are their needs? CRM software allows you to gather valuable information and learn about your customers’ needs thus anticipating what their next purchase may be.
Gathering and analyzing customer information is what will help you increase retention and earn their loyalty. Loyal customers who feel valued continue to purchase your products and bring more money to your business than new customers.
One of the best parts of investing in a CRM solution is automating tasks. This will significantly increase your efficiency and save you loads of time.
Businesses waste time daily on countless tedious tasks including paperwork. This time and effort could be used for a better purpose, for example, boosting sales. With a CRM solution, you can automate sales processes and boost your conversion rate while saving time.
The time of manually keeping records has long gone, even if you’re a small business owner. If you start using a CRM platform, you will be able to log customer phone calls and email automatically, send emails and engage with your leads, automate data entry, and so much more.
Boosts Your Customer Service
If you use a chatbot for CRM, engaging with customers will be taken to the next level. Communicating with your customers is essential for the growth of your business and for building loyalty. However, customer service takes time and resources. The more potential customers you have, the more staff you need to hire to manage customer service.
This is usually not feasible for many small businesses. This is where conversational AI comes into the picture.
Newer generations of customers prefer chatting than talking on the phone and they’re unlikely to wait for an hour or longer to get assistance from your customer service representative. This automated service integrated with messenger apps can communicate with clients, solve their problems, provide instant answers to their questions, etc. There is no waiting to frustrate the customers.
If a customer has a question about your product, a chatbot will provide a quick, appropriate response. Best of all, chatbots are available 24/7. This leaves time for your support team to handle more complex problems.
Enables Remote Work
Using a CRM solution enables your team to work remotely, even if you’re scattered around the world. Since the information is stored on a single platform, each member of your team can access this database via the internet. This enables them to work from any location in the world, on the road, from a coffee shop, etc. If you’re looking for this kind of flexibility, your business should use a CRM platform.
Michael has been working in marketing for almost a decade and has worked with a huge range of clients, which has made him knowledgeable on many different subjects. He has recently rediscovered a passion for writing and hopes to make it a daily habit. You can read more of Michael’s work at Qeedle.