Choosing a CRM system can be tough. There are many off-the-shelf options available, but these might not fit your needs exactly. If you need to scale up or down as your business changes, an off-the-shelf CRM solution may not be for you.
A bespoke CRM system will be tailored to your exacting requirements, fitting seamlessly into the way that you do business and helping you get ahead of problems before they happen. This is because it’s specifically designed with your unique processes in mind, which means there are no wasted features or parts of the process not covered.
Bespoke systems, however, may not suit every business so in this article, we’ll explain the benefits of both so you can determine whether investing in a custom CRM tool will be of benefit to your company.
What is a CRM System?
CRM stands for Customer Relationship Management. It is a piece of software that is used to manage a company’s interactions and transactions with customers. It can be used to track the history of customer contact, manage sales leads, provide up-to-date business information for customer service reps, and more.
CRMs have progressed a lot over the years, becoming easier to learn, use and pay for, and making them a sought-after software for businesses of all sizes.
Why Your Business Needs a CRM
Building customer relationships
CRMs are designed to specifically improve customer relationships. You can use this software to identify high-value customers, provide customer support that is tailored for individual needs and build better relationships with these people.
This is essential in developing customer loyalty and a strong reputation for customer care. Once you can take care of your customers, you’ll be able to retain their business. This is the first building block in creating long-term growth for your organization.
Improve Sales Management Systems
CRMs are also an essential tool in sales management that can help you to gain a competitive edge over rival businesses.
CRMs can provide your company with the tools and systems necessary to document and plot repeatable sales processes, lower sales costs, manage data and improve employee productivity.
Keep a track of your data
It can also help you to better track data and shared information. When employees answer phone calls or partake in important discussions, key information can easily slip through the cracks.
CRMs seek to rectify this loss of data by storing customer and company conversations and meetings in an easy-to-access database system.
Plan ahead, prioritize, and boost productivity
Great CRM software can even help your team plan ahead and become more productive. Your sales team will be able to take control of their daily schedule and prioritize their activities to ensure customers and key prospects are contacted promptly and their relationships nurtured.
This way your team is able to maximize lead conversions and build strong bonds with your existing customers while also managing their time more efficiently.
What CRM Software Does
Essentially, a customer relationship management system is a place where businesses of any size can store customer data, track knowledge and interactions and share this with colleagues. It helps businesses grow by improving relationships with customers.
As well as the storage of customer information a good customer relationship management system can track company calls and emails and any in-house meetings or presentations.
CRMs can also be used to record notes, lead follow-ups, and schedule future goals. This makes it easier for you to see what has been received and acted upon allowing you to win new customers and grow existing accounts.
CRM’s can also be used by managers or directors to send memos, view deadlines, and share event schedules with their team members. It is the central hub for all company data storage needs so that any member of staff can access it from any location at any time on a computer or mobile device.
Bespoke or Off-the-Shelf?
The benefits of a bespoke CRM software
The big difference between bespoke software and off-the-shelf software-based alternatives is that a bespoke system will allow you to customize it so it’s most suited to your business needs. Here are some of the ways your business can benefit from bespoke CRM solutions:
Targeted marketing campaigns
To put it simply, targeted marketing is about putting the right message in front of the right people at the right time. When designing a custom CRM software, it’s important to take these factors into account.
A customized CRM software can easily store customer data such as a phone number or email address enabling future targeted marketing campaigns.
Good support
Chatbots and messenger apps can be integrated into your bespoke CRM system to allow customers and clients to receive updates, send messages or ask questions about their account availability at a time and place that suits them.
Chatbots can also be designed with a personality specific to your company, which provides your customers with an extra level of support and familiarity with your brand.
Simple and flexible
Do you have a small team of staff? Do all the members work in different locations? A custom CRM can be designed to suit your business’s needs. You don’t need an expensive on-premise solution, or software that requires installation and training.
Owning your software is a huge advantage There is minimal time to make changes to your own software, working closely with the development team to schedule a reliable target date for any changes.
Improves customer support
When running a business the consistency of communication throughout the company can be difficult to upkeep. Using a multi-channel custom CRM is easy to integrate with your existing customer service systems.
This means that all the information about each of your customers is now in one place, and there can be a seamless collaboration between departments to provide any required support.
Custom CRM solutions also record when contact was made with every single person through the database – which helps you identify who needs to follow up on what.
Allows for Data-driven Decisions
Having a bespoke CRM enables you to make data-driven decisions based on your customers’ profiles, behavior patterns, and purchasing history rather than relying solely on instinct or gut feelings.
This way you know that what you are doing is having an impact on your targeted market and you are making the most of their data.
The benefits of an off-the-shelf system
Training
An off-the-shelf CRM can be more difficult to use. However, they are often much easier to train new employees on through video tutorials, online training, and guides that can be accessed at any time.
Quick installation
Many systems come with an installation wizard that takes you through the process of installing and configuring your system. Depending on your needs and which CRM you choose, installation can also be very fast. A ready-made software means you could be up and running within days.
Free trials
Companies often offer free trials of their CRMs so that you can see what it offers for your business before purchasing. Offering free trials allows developers to advance their off-the-shelf software.
They receive valuable feedback from those who aren’t happy with the software which allows them to adapt to suit the needs of a wider audience.
Conclusion
Bespoke CRM systems are a great option for businesses of all sizes. Bespoke software will save you time and money in the long term and will be tailored to your needs. An off-the-shelf system can be expensive and less effective than a bespoke one.
There are a number of bespoke software companies in the UK that create custom-built customer relationship management systems for businesses of all sizes that are specifically designed and tailored to fit seamlessly into your companies day to day operations, enhancing current practices and spearheading efficiency for your business.
