CRM, what is it, what questions should I be asking and will it help my marketing and customer management.

CRM

CRM, what is it, what questions should I be asking and will it help my marketing and customer management.

CRM (Customer Relationship Management) tools are common now, and not just a business tool for large corporates. Many organisations now have systems in place but those that don’t are still using spreadsheets and email contact lists. There are many potential problems with this approach;

  • Data corruption and multiple records
  • No record of contacts with customer
  • Missed opportunities for new business
  • GDPR?

Gone are the days where businesses need to invest huge amounts to buy a licence for a CRM system and now, good systems are accessible to all businesses, no matter what the size.

As a marketing professional, I have been involved in deploying CRM systems since they were first being developed in the early 1990’s, my experience has been from global publishing businesses to small charities turning over less than £500k. Initially, these systems came under the “marketing banner”, however we now see them as central to the business and typically, will be administered by IT teams with a significant input from many departments, including marketing.

What is key, is that for a business to maximise the return from a CRM system, it should cover all aspects of the business from sales and marketing, finance, production and operations. By building a single customer record, any person managing the customer can quickly and easily see all their activity and ensure the customer is well managed and the revenue potential from every customer is maximised.

For any business looking for their first CRM system, or who are looking to update their existing system, there are three key areas to consider when starting the process:

  • Firstly, have a CRM strategy. This will ensure that you have a clear understanding of what the business wants to achieve from the CRM and what the expectations are.
  • Data, before you implement a system, you must make sure that all data that will be imported into the system is up to date, de-duped and clean. Always remember the adage, bad data in bad data out.
  • People, to get the most from a CRM system all of your team have to be engaged and able to use the system effectively. Typically, when planning your project, a third of the resource allocation will need to go to a team engagement programme.

Whilst there are numerous other areas that need considering, in my opinion, these are the three major points and the areas that often get put down the list of priorities, only to have a massive impact on the project later on.

CRM systems, when up and running, are invaluable to marketing teams and enable campaigns to be built and launched to very focused group. They will allow you to cross sell and up sell more easily, increasing your overall turnover and reducing your cost per acquisition.

If you want to know more about maximising the returns from your CRM system get in touch or email me at owen@ewo.uk.com

60 responses to “CRM, what is it, what questions should I be asking and will it help my marketing and customer management.”

  1. certainly like your website but you need to take a look at the spelling on quite a few of your posts. Many of them are rife with spelling problems and I find it very troublesome to inform the reality nevertheless I will definitely come back again.

  2. Simply wish to say your article is as amazing. The clearness in your post is just nice and i could assume you’re an expert on this subject. Well with your permission let me to grab your feed to keep updated with forthcoming post. Thanks a million and please carry on the gratifying work.

  3. It’s like you read my mind! You appear to know so much about this, like you wrote the book on it or something. I think that you can do with a few pics to drive the message home a little bit, but instead of that, this is an excellent blog. A fantastic read. I’ll certainly be back.

  4. I do trust all the ideas you’ve presented in your post. They are really convincing and will definitely work. Nonetheless, the posts are too short for newbies. May just you please lengthen them a bit from next time? Thank you for the post.

  5. Hi, Neat post. There is a problem along with your website in internet explorer, would test this텶E still is the market chief and a good section of other folks will pass over your magnificent writing due to this problem.

  6. I loved as much as you’ll receive carried out right here. The sketch is tasteful, your authored material stylish. nonetheless, you command get bought an nervousness over that you wish be delivering the following. unwell unquestionably come more formerly again since exactly the same nearly a lot often inside case you shield this hike.

  7. I do agree with all the ideas you have introduced on your post. They are very convincing and will definitely work. Still, the posts are very short for newbies. May just you please prolong them a little from subsequent time? Thank you for the post.

  8. Just wish to say your article is as surprising. The clearness in your post is just cool and i could assume you’re an expert on this subject. Fine with your permission allow me to grab your RSS feed to keep updated with forthcoming post. Thanks a million and please keep up the enjoyable work.

  9. Strah is the epitome of fearless metal greatness! Joining this global community of passionate metalheads has been a game-changer for me. The connections, exploration, and celebration of our shared fearlessness are beyond compare. Let’s keep this metal journey alive – who’s in? #Strah #fearnomusic

  10. I loved as much as you’ll receive carried out right here. The sketch is attractive, your authored material stylish. nonetheless, you command get bought an nervousness over that you wish be delivering the following. unwell unquestionably come more formerly again as exactly the same nearly a lot often inside case you shield this hike.

  11. I do trust all the ideas youve presented in your post They are really convincing and will definitely work Nonetheless the posts are too short for newbies May just you please lengthen them a bit from next time Thank you for the post

  12. I was recommended this website by my cousin. I am not sure whether this post is written by him as nobody else know such detailed about my trouble. You are amazing! Thanks!

  13. Just wish to say your article is as surprising. The clearness in your post is just cool and i could assume you’re an expert on this subject. Fine with your permission allow me to grab your RSS feed to keep updated with forthcoming post. Thanks a million and please keep up the enjoyable work.

  14. Usually I do not read article on blogs, however I would like to say that this write-up very compelled me to take a look at and do it! Your writing style has been amazed me. Thank you, very nice article.

  15. I do agree with all the ideas you have introduced on your post. They are very convincing and will definitely work. Still, the posts are very short for newbies. May just you please prolong them a little from subsequent time? Thank you for the post.

  16. Wonderful web site. Lots of useful info here. I’m sending it to a few friends ans additionally sharing in delicious. And obviously, thanks to your effort!

  17. I do not even know how I ended up here but I thought this post was great I do not know who you are but certainly youre going to a famous blogger if you are not already Cheers

  18. Usually I do not read article on blogs however I would like to say that this writeup very compelled me to take a look at and do it Your writing style has been amazed me Thank you very nice article

  19. Thank you, I have just been searching for information approximately this topic for a while and yours is the best I have found out so far. However, what in regards to the bottom line? Are you certain concerning the supply?

  20. certainly like your website but you need to take a look at the spelling on quite a few of your posts. Many of them are rife with spelling problems and I find it very troublesome to inform the reality nevertheless I will definitely come back again.

  21. Thanks, I have just been looking for information about this subject for a long time and yours is the best I’ve discovered till now. However, what in regards to the bottom line? Are you certain in regards to the supply?

  22. I just could not depart your web site prior to suggesting that I really loved the usual info an individual supply in your visitors? Is gonna be back regularly to check up on new posts.

  23. Somebody essentially lend a hand to make significantly articles I’d state. That is the very first time I frequented your website page and up to now? I surprised with the research you made to make this actual submit amazing. Wonderful task!

  24. you are truly a just right webmaster. The site loading speed is incredible. It kind of feels that you’re doing any distinctive trick. In addition, The contents are masterwork. you have done a great activity in this matter!

  25. I have been browsing online more than three hours today, yet I never found any interesting article like yours. It is pretty worth enough for me. In my view, if all website owners and bloggers made good content as you did, the internet will be a lot more useful than ever before.

  26. Its like you read my mind You appear to know a lot about this like you wrote the book in it or something I think that you could do with some pics to drive the message home a little bit but instead of that this is fantastic blog An excellent read I will certainly be back

  27. Excellent blog here! Also your website loads up very fast! What web host are you using? Can I get your affiliate link to your host? I wish my web site loaded up as quickly as yours lol

  28. I do trust all the ideas youve presented in your post They are really convincing and will definitely work Nonetheless the posts are too short for newbies May just you please lengthen them a bit from next time Thank you for the post

  29. Attractive section of content I just stumbled upon your blog and in accession capital to assert that I get actually enjoyed account your blog posts Anyway I will be subscribing to your augment and even I achievement you access consistently fast

  30. I thought you did a great job here. The language is excellent and the picture is tasteful, but you come across as nervous about what you might say next. If you preserve this walk, I have no doubt that I will return more often.

  31. of course like your website but you have to check the spelling on several of your posts. A number of them are rife with spelling issues and I in finding it very troublesome to inform the reality on the other hand I will certainly come back again.

  32. I enjoy your website, obviously, but you should check the spelling on a number of your posts. A number of them have numerous spelling errors, which makes it difficult for me to tell the truth, but I will definitely return.

  33. Every time I read one of your posts, I come away with something new and interesting to think about. Thanks for consistently putting out such great content!

  34. What i do not understood is in truth how you are not actually a lot more smartlyliked than you may be now You are very intelligent You realize therefore significantly in the case of this topic produced me individually imagine it from numerous numerous angles Its like men and women dont seem to be fascinated until it is one thing to do with Woman gaga Your own stuffs nice All the time care for it up

  35. Hi my loved one! I wish to say that this post is amazing, nice written and include approximately all vital infos. I’d like to peer more posts like this.

Leave a Reply

Your email address will not be published. Required fields are marked *