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Does My Small Business Need a CRM?

In the extremely competitive business environment, larger businesses may appear to have a competitive advantage in terms of financial capital and access to more resources than smaller firms. However, as a small business, your organization still holds an added advantage over larger businesses. What makes them stand out in the crowd is their ability to provide customizable, personable and unique customer service support to your current and prospective client base.

Customer Relationship Management or CRM is a type of software that allows your business to record and display customer data, information, and analytics meticulously and efficiently. So, logically, it’s an enormously popular tool. For this reason, about 91% of businesses with ten employees or more use CRM software to manage customer data and relationships. Read more

What is cross-selling and up-selling?

The most fundamental tenet of human behaviour is unending desires. This serves as the biggest strength of a business. As and when new needs emerge, new sales opportunities arise. All the right salesperson has to do is identify these evolving client desires and mould the sales strategy according to them.

The customization of sales processes takes two popular forms: cross-selling and up-selling. While cross-selling dominates the selling patterns of the most successful eCommerce giants contributing to a total of 35% of Amazon revenues, up-selling has been found to increase revenue by as much as 30%.

Cross-selling and up-selling are the methods of increasing customer value by selling them more products in connection to existing products. Cross-selling occurs when you sell the customer pieces that complement their choice items, while up-selling occurs when you convince customers to buy a newer or better version of the product they are looking for. Read more

What Does Omnichannel Mean?

With 90% of retail customers expecting to communicate with businesses consistently across channels, using a cross channel approach can help your business reach a level of convenience that customers not only crave but expect. And the technology that enables this cross-platform integration is omnichannel.

Omnichannel is a retail marketing strategy that integrates several different traditional and modern channels, including online platforms and websites, social media, mobile devices, and in-store channels. This approach can help provide a seamless customer experience by focusing on their overall journey at once, instead of focusing on each channel separately. It links all of your customer’s different commerce and retail channels so that you can provide a better experience for your customer and strengthen your client relationships. Read more

What are outbound sales?

Contrary to popular belief, outbound sales have still not turned obsolete. 75% of executives say that they are willing to make an appointment or attend an event based on a cold call or email alone. Not every prospective customer realizes the need for a product until they find out that it exists.

Outbound sales are meant to create and meet demands. With an efficient database of prospects and smart automated workflows targeted to future customers, an open-source CRM solution can help you generate more outbound leads and eventually convert them into sales opportunities. A process in which a seller initiates customer engagement from its end, outbound sales are most popularly carried out via cold calls, meets, and email marketing. Read more

What ICT Hardware and Software is Used in Hospitals?

Amongst all the other industries that are being transformed by technology, the healthcare industry is undergoing the most prominent reform. The healthcare landscape is changing in front of our eyes. Hospital records are being replaced by computer databases; doctors and surgeons are being replaced by robots. With every new day bringing a new challenge, the healthcare technological advancements seem to be all set to fend each obstacle off. Let’s have a look at the information and communication technologies involved in creating smart healthcare solutions. Read more

Why is the Customer Relationship Management (CRM) System important?

What is the most valuable asset to your organization?

If your answer is nothing but ‘customers’, then this article is for you!

Now, why just customers and not anything else? Customers undoubtedly are the soul of any organization or business irrespective of the industry. Unfortunately, due to several reasons, customers can stop being customers.

The solution?

An effective Customer Relationship Management System, i.e. CRM system is the way to go. The importance of a CRM software for business can’t be limited to a few functions, as it has endless benefits to deliver. Customer relationship management is an impeccable framework that every organization should utilize for a customer-focused approach. Read more

What is the Future of the Healthcare Industry?

When we talk about the future, we not only anticipate a huge change in the way patients are to experience healthcare but also in the way the doctors deliver care. The fact that we come across terms like telemedicine or big data in healthcare today is enough to justify the role technology would have to play in the future of the IT healthcare industry.

With the deteriorating lifestyles and the growing health concerns of human beings, it is evident that technology is the most powerful driver of change and innovation in the healthcare sector. A McKinsey report on the overview of the healthcare industry suggests the creation of more than $350 billion by 2025. Let’s find out how technology is all set to switch the healthcare landscape. Read more

How Does CRM Software Help Large Companies?

As businesses grow, a whole new set of challenges start appearing at the horizon. Workflows become more complex, teams enlarge, and business integration becomes a challenge. Brand reputation becomes a critical factor, and hence, customer satisfaction comes at a pivotal focus. The capacity to create order amidst several systems and software is essential to develop. With all these multilateral factors in hand, large companies have to embark upon the road to growth and success constantly. Read more

What are the steps to introduce CRM in your company?

Firstly, congratulate yourself for having crossed the first and the biggest barrier – choosing to opt-in for a CRM. You are about to unleash a huge business transformation. Your CRM will soon replace all your slow, manual tasks with lightning speed automation. It will allow you to get rid of the myopic view of your customers and unveil the incisive data points. Your customer relationship management software would literally amplify your customer engagement and nourish your customer relationships. But before all of that happens, you need to set it up the right way.

No lesser than 3 years ago, the CRM failure rate was anywhere between 18% and 69% on average. The figures raise the need to follow a sustainable approach to plan and implement your company CRM. Read more

What is a Customer-Focused Approach?

Digital transformation strategy is hard to get right.

“A customer-focused approach demands that your organisation orients its processes and services around what matters most to its clients. It should do so in a manner which generates the maximum medium to long-term growth for your business”

Note the absence of “short-term” in the above statement. That’s because a digital transformation strategy is an investment in your business. You can’t cheat at it and shouldn’t try. For instance, scanning a list of free CRMs is no substitute for thinking hard about your customer needs and evolvution. Nor is picking an open-source CRM off the shelf and just going to the trouble of setting it up.

Crust Technology has much experience providing services in this domain. A customer-focused approach means you must do some serious analysis of:

  1. The Market
  2. Technology and, of course,
  3. Your Customer Requirements.

Read more