An operational CRM is a piece of software that enables your business to stay in touch with its customers. It allows you to streamline business processes and systematize information about your clients. After installing an operational CRM, you will better understand what your customers need and what you should offer them.
An operational CRM enables you to carry out the following activities:
Schedule tasks and events
Automate your communication
Track your staff's performance
Sort your leads
Enhance cross-team collaboration
Carry out data analysis
And so on
Your marketing team will decide which people need to be on your leads list and what is the best way of targeting them. After working through a list of leads in the operational CRM, your sales team will identify prospects that it will try to convert into loyal customers. Your support team will use this software to handle communications and client interactions.
A typical operational CRM features the following components.
Business reports and analytics. You will be able to analyze the position that your company and your goods occupy on the market. You will detect those products that best match the industry trends and will focus on promoting them.
Customer service. When a client is about to purchase your product, they might have questions about it. After they buy it, they might want to leave feedback. You can manage your customer service through your operational CRM.
Lead management. This piece of software will allow you to keep tracks of your leads and distribute these leads among your sales reps.
Marketing. With the help of an operational CRM, you will build an efficient marketing strategy, relying on on the analysis based on your meticulously collected customer data.
People management. You will be able to use the right people for the correct purpose at the right time.
An operational CRM will minimize the impact of the human factor. This will enable you to accelerate your workflow and avoid mistakes.
These are a few examples of goals that you will be able to achieve thanks to an operational CRM.
Improve internal communication. After you install this piece of software, all the departments of your company will get access to the same data. The CRM will enable your staff members to collect and share data conveniently. The risks of misunderstanding and misinterpretating information will be reduced to a minimum.
Enhance upselling and cross-selling. Your operational CRM will begin to gather information from your clients from the first touchpoint and retain these records through the customer's lifecycle. It will sell information about all contacts, problems and transactions. Your sales team will find more opportunities to upsell and cross-sell. Before contacting a client, they will be able to customize their sales strategies relying on the purchasing experience of that person.
Optimize marketing processes. Your customer profiles will become more accurate and comprehensive. You will be able to detect those clients who are likely to order your products and target custom-made campaigns at them. By analyzing purchasing trends and consumer preferences, you will maximize the performance of your marketing strategies.
Boost your revenue. On average, an operational CRM generates over $8 of value for every $1 that you invest in it. Your revenue will grow because you will scale up your sales department and provide it with better sales instruments.
Increase customer satisfaction. Your clients will be flattered to know that you remember all the details of your previous interactions. You will not need to ask them excessive questions. Instead, you will anticipate their wishes.
An operational CRM will save you time and effort. It will help you to automate business processes and establish better rapport with your target audience.
Bitrix24 is probably the most popular operational CRM on a global scale. It suits companies of all sizes and spheres of activity. It is available either as a cloud or on-premise solution. You can access it from a web browser, a desktop app or a mobile app for iOS and Android.
You can try Bitrix24 for free. You will be able to add unlimited users and access 5 GB of online storage. You will be allowed to store an unlimited number of records and test the basic functionality of the system. At any moment, you can upgrade to a full-fledged paid plan at a reasonable cost.
* Please note that the information may have changed since the publication. For current prices and features please visit Bitrix24 pricing page.
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For more information about Bitrix24, head over to our training courses. We also have a great YouTube channel that covers every aspect of Bitrix24, from sales and planning to document management and company internal communication tools. To download the self-hosted edition of Bitrix24 that can be installed on your own server and give you access to open source code, please visit the Bitrix24 Self-Hosted page.