► Sales and lead management: CRM basically enables salespeople to track and analyse leads in once place. It gives a clear window into each step of the sales process: which leads you have and who’s responsible for them, which sales opportunities should be prioritised... A CRM also informs you about sales performance and basically tells you who’s doing what for each lead for maximum transparency.
► Analytics: CRM can provide you with profound insights into who your customers are, their needs, what your biggest source of leads is, how much they’re buying from you... Depending on which other functions your CRM has (such as time tracking, project management - see the bullets below), it can also tell you how your team’s performing, how much revenue you’re making, how much time you’re spending, and much more. This level of granularity helps you make informed, strategic decisions to improve and grow your business based on up-to-date information.
► Customer support: a CRM system can also offer a support inbox that links all customer interactions (for example, complaints or questions via email or telephone) with the corresponding customer profile. This gives you an overview of the entire conversation history and all interactions.
► Project management: by connecting the sales management aspect of CRM with project management, this type of CRM skips time on sales administration and can move from having a project offer accepted straight to managing a project. What’s more, it allows you to easily keep customers up-to-date on project status and monitor the lifecycle of your project. For projects budgeted on time and material, time tracking functions can be an added bonus.
► Invoicing and workflow capabilities: a large number of CRM systems let businesses optimise their day-to-day processes by automating repetitive tasks such as creating and sending quotations or invoices.