Role of CRM in Digital Transformation

CRM systems have transformed the way businesses gather, compile, and interpret customer data. Companies that are consumer-based or businesses-based rely on data that can be assembled and decoded so they can understand what their business’s customers are looking for now and what they might need in the future. With digital transformation, the CRM system in place will only additional improve your processes related to customer relationships.

With CRM systems in place, a company can discover trends in its customer’s habits, or they can collect suggestions from their customers to see if their needs are being met and how they can improve. It can also be used to discover if any new services should be provided.

As Digital Transformation flips traditional business practices on their heads, at the same time, it also has revolutionized internet-based businesses, by providing a streamlined process that can be accessed anywhere.

CRM system and the Cloud

When it comes to digital transformation, one of the most significant improvements to the CRM system is the integration of cloud technology. Because of the Cloud, businesses can gather data from their warehouses and stores around the country and the world instead of needing a central server.

And customer data, sales, and inventory updates in real-time. Because of these integrative tools that are compatible with CRM systems, small to large scale businesses can see their data in real-time.

The data can also be compartmentalized so data analysts can compound it quicker and provide the company’s marketing department up to the minute information about their sales and their customer base. It can also improve teamwork across all of the departments with streamlined details.

In this modern world, where there are so many businesses competing against each other in a market that shrinks smaller and smaller every year, companies need to make the satisfaction of their customers their top priority.

CRM software

The software that runs CRM systems comes in many different forms because the needs of each industry are vastly different and will require very different operations and setups.

Digital transformation has created new CRM system software. By allowing for outside digital tools that can add extra features to the system, it can be tailored to each department, even though it’s the same system. The distribution department will need different information than marketing, and supply chain management will need data that is different from the data that accounting receives.

If you are looking for a software recommendation, the best CRM system for medium- and enterprise-sized businesses is Creatio. Its best features are that it is very customizable and can be tailored to see only the information the user wants to see.

It also specializes in streamlining workflow processes. It can provide a space for teams to work on the system, as it can save notes from an entire organization.

This software can make your customers a priority and give you and your sales team the tools and information they need to land larger clients with deeper pockets.

And if your employees have to be on the go, the Creatio CRM does come with a mobile software option. In the mobile software, users can view all of the real-time data, team notes, supplies, and all of the other features you can use on the main software.

This software is ideal for businesses that deal with demanding clients and who are not located in a central area.

CRM strategy and how it can modernize businesses

Not only can CRM systems be updated in real-time with internal data, but only with new outside data and is organized into preset categories.

For example, systems can keep track of:

  1. Orders
  2. Quantity in orders
  3. Time
  4. Day of ordering

Once all of this information is logged, the marketing team can understand the habit of their customer and why they do the things they do. It may seem like a lot of work is happening, but if there were no CRM here to integrate into a business office, the amount of data that would have to be scrapped would be all of it.

There’s no way that any single department, even if it was staffed with humans, could keep up with how much information will be coming in real-time. And if someone needs data from another branch of the building, someone would have to search for the data in the middle of all of the other.

It is not only getting new clients and customers that grow a business, but retaining customers by meeting their needs, and getting your customers to purchase more from your company. In this way, you can increase your revenue without spending money on new customers.

The digital transformation has forever changed the methods we not only collect data but also how much data we can collect and how fast we can collect it. And now it can be accessed from all across the world at any time of the day. Twenty years ago, technology like this wasn’t possible, and it’s incredible to think what the next wave of digital transformation will bring by the year 2040.

In conclusion

The role of the CRM system has transformed how businesses understand their clients. And when you have a CRM system that has the right integrative tools, any department in your business can use the system to check on their clients, their accounts, and the data that has been compiled to make informed decisions on their next business quarter.

The Digital Transformation has brought ease of access to business’s centralized data, so when it needs to be used, it can be utilized through the entire company no matter where an employee is.

Speed, efficiency, and collecting the right type of data can change the way businesses interact with customers and anticipate their needs. As the company who can do this the fastest and the best will be the best company in their industry.

Dragan Sutevski

Posted by Dragan Sutevski

Dragan Sutevski is a founder and CEO of Sutevski Consulting, creating business excellence through innovative thinking. Get more from Dragan on Twitter. Contact Dragan