It is undeniable that during the COVID-19 pandemic, a lot of SMEs, and small, medium and large businesses have been wrecked financially by its impact. Many large businesses and entities had to amend their employment capacity by laying off more people, or finding new ways to save or cut costs for survival. However, after this global predicament starts to fade, the new era comes for the post-COVID business operations. The CRM system will be an even more essential tool which will improve the efficiency of the business.    

What is CRM?

CRM, an acronym for Customer Relationship Management, is a system which helps business owners and staff better manage their relationships with their clients. In most cases, the CRM system is used by those who are closest to, or interact directly with clients, such as the sales department. The CRM system facilitates information related to the consumer behaviors, your clients’ preferences, clients’ contacts, competitors’ insights and more, and provides a basis for further analysis and planning to improve your sales and identify the business direction.

How can CRM help ‘boost up’ businesses after COVID-19? 

1. Better understand what your clients need

We are all aware of the stark changes in the aggregate consumers’ behavior after the pandemic. Nowadays, online shops being omnipresent isn’t enough, as consumers always compare among their choices to find the best deals. They are also spending and communicating with sellers in a lot of channels. If you plan well on integrating the CRM system into your business, it will close the big gap between you and your clients, hence opening up more potential for growth.  

2. Improve your sales 

One of the advantages of using the CRM system post-COVID time is it can help you reach and manage more clients effectively in all channels. Apart from your offline sales, you can increase your online sales and reduce costs imposed by the middle-person with CRM. The final buyers will get the good deals, potentially re-purchase from you, and that would improve your sales. 

3. Better manage the business’ backend operations 

The backend system and operations are vital for the business’ survival. They also determine and create the value your clients will receive and perceive from your business.  Therefore, a well-executed back-of-the-house system will facilitate the tasks and workload of everyone in the sales process, for example, in documentation, stock-taking, billing and more. The more effective your backend system is, the better clients’ satisfaction could be expected. 

4. Have better information for future planning 

Finally, using CRM in the post-COVID world is not just a temporary fix or fad. You can always gather important client-related information and rely on it to plan out for your sales, future opportunities, and successes. For example, you can use information from CRM to identify new product ideas, increase product value, and update the sales channels to be more cost-efficient. 

This is something about the CRM system that every business should know and consider integrating it into their post-COVID operations and management. The better-executed and intelligent systems do not only imply better chances for business survival, but also indicate the potential for future successes down the road. 

Is your business looking to integrate an effective CRM system that will help boost up your revenue and increase customer satisfaction? You can consult our business operations and CRM experts at Actio.

Learn more about our business consultancy services: Business & Development Consultancy