In today’s digital age, customer relationship management (CRM) has become an essential tool for businesses looking to stay ahead of their competitors. A CRM application helps companies manage their interactions with customers and provides valuable insights into customer behaviour and preferences.

Although CRM applications have taken many forms and there is a multitude of features available on various platforms, below are the most common features that CRM platforms offer:

Contact Management to keep track of customer contact details, demographics, and interactions with the company.

Sales Management to manage sales pipeline and track leads, opportunities, deals, to monitor sales performance and to identify areas for improvement.

Marketing Automation for email campaigns, social media marketing, and lead nurturing.

Customer Service to manage customer interactions, support requests across multiple channels

Analytics and Reporting for insights into customer behaviour, sales performance, and marketing effectiveness, allowing businesses to make data-driven decisions and identify areas for improvement.

Collaboration to collaborate and share customer information across different departments leading to improved communication and coordination, ensuring that customers receive consistent and personalized service.

Mobile Access allowing salespeople and customer service teams to access customer data and respond to inquiries on-the-go.

Integrations with other business applications such as email, accounting, and project management tools.

Customisation to meet specific business needs.

Security of customer data through robust authentication, authorization, and data encryption mechanisms.

Many modern CRM platforms also offer advanced features such as AI-assisted chatbots, decision-making, and predicting customer behaviour. 

While it is good to be aware of these features, if you are trying to choose a CRM platform, you must consider which ones are the most important for your needs and how much your budget allows. There is no ‘one size fits all’ regardless of what the vendors tell you.

With our deep expertise in CRM, we are well positioned to advise you on which CRM would best fulfil your needs. Simply fill out our enquiry form or email us at info@processthreesixty.com and we will be all too happy to get in touch!