What is CRM?

CRM stands for Customer Relationship Management. It is a software solution that assists business owners in nurturing their connections with their customers.

CRM systems handle all of your company's contacts with customers and future customers. It is an ongoing process in which a company or other organization manages its relationships with consumers, often by analyzing huge quantities of data.

What does a CRM System Do?

A CRM system, in essence, provides a centralized location for organizations to store customer and prospect data, track customer interactions, and communicate this information with colleagues.

This information enables companies to manage client connections, allowing the company to grow.

Developer and client shaking hands showing CRM system.

How do CRM Systems Work?

A CRM system tracks a potential customer's behavior across multiple channels such as social media, email, and internet channels as a company creates qualified leads.

Benefits of CRM Software

A CRM system can help your organization by centralizing, optimizing, and streamlining customer communications. The following are some advantages of utilizing a CRM software:

Better knowledge of customers
Better customer segmentation
Better customer retention
Better anticipation of customer needs
Better and speedier communication

Why CRM Is Important for Your Business

A CRM system improves everyone's ability to manage the external contacts and connections that drive success, whether in sales, customer service, business development, recruitment, marketing, or any other area of business.

It is simpler to cooperate and boost productivity when data is visible and easily accessible.

Consumers behavior tracked by CRM system.

Everyone in your organization can see how consumers were communicated with, what they purchased, when they last purchased, how much they spent, and much more. CRM can assist businesses of all sizes in driving company growth, and it can be especially useful to a small firm, where teams must often discover methods to be more efficient.

Using Social CRM to Improve Customer Service

The integration of social media channels into Customer Relationship Management (CRM) platforms is known as social CRM or social customer relationship management.

Data input methods for CRM systems have traditionally been the duty of sales and marketing departments, as well as contact center employees.

Contact centers collect data and edit customer history records through service calls and technical support engagements, while sales and marketing teams generate leads and update the system with information throughout the customer lifecycle.

With the introduction of social media and the proliferation of mobile devices, CRM providers have been forced to modify their services to incorporate new capabilities that appeal to consumers that utilize these technologies.

Cambria developers building a custom CRM software.

Businesses utilize different technologies to analyze social discussions, from specific mentions of a brand to the frequency of keywords used, to define their target demographic and which channels they will use to offer value to consumer interactions on social media. Other technologies are intended to assess social media comments and respond to client questions and concerns.

Building customer communities, where consumers can write product evaluations and communicate with other customers in real time to solve difficulties or study goods, is another way that social CRM adds value for organizations and customers.

Customer Relationship Management Examples

automate customer support
boost customer engagement
enable business analytics
strengthen brand image
organize multiple communication channels

manage customer feedback
continuous marketing engagement
understand customer activity
improve conversion rates
increase customer satisfaction

Cambria - A CRM Development Company

Cambria has completed successful CRM deployments in a wide range of industries, including small and medium-sized businesses, government organizations, and financial services. Our programmers have created custom CRM software by utilizing both desktop and web programming languages like .NET, PHP, and Microsoft Access.

We can create custom solutions that seamlessly connect with current systems, provide a wide range of features and functions, and have translated for our customers into better customer service, higher productivity, and improved collaboration.

Our CRM System Development Process

Research and Discovery

We work with you to ensure that your CRM System is the best in the world. We do user persona research to fully immerse ourselves in your business.

Working with a clear and proven set of needs will result in more productivity and success. At the end of this phase, we should have a prioritized list of project tasks that will be worked on throughout the project's lifetime. Putting some time on this foundation will lead to greater productivity and efficiency.

UX Mapping and UI Design

Then, for us to have a sense of the overall approach, we need to understand what would happen if your CRM System was interacted with.

Mapping your CRM System is a visual representation of your CRM's structure. It allows us to focus on the functionality and user experience of various parts of your software. CRM apps are linked together by primary navigation systems such as the top nav, footer, and other functional buttons.

The goal at this stage is to create a clear conceptual representation of your user journey map as well as a layout of your CRM System. This is a chance for us to confirm that our strategy is in line with your vision.

Prototyping

The final product will look and function exactly the same as the final CRM System, but it will have restricted functionality.

Coding and Development

Backend and frontend development can be done concurrently or independently, depending on the complexity of your project. We'll begin building code and establishing the business logic for your CRM System.

Frontend development enables us to ensure that your CRM System is responsive and usable on a wide range of devices.

We will program the backend functionality of your CRM System, which includes setting up the database server, finishing the actual business logic, and interfacing with APIs.

Quality Assurance and Testing

Test cases are used to perform testing operations, record testing results for CRM software quality evaluation, and track fixes for retesting. Familiarity with the functional requirements and objectives of your CRM System will assist in the construction of realistic test scenarios. QA testing ensures that your program is dependable, usable, and secure.

This includes functional testing, performance testing, security testing, and device and platform testing.

CRM System Launch

When your CRM application is live, we will collect your feedback and make improvements based on it. We will resolve issues, make adjustments depending on user input, and enhance your CRM System's performance.

Your new CRM software is now ready to be launched with our support team available to help you get the most out of it.