If you're in the sales world, you've probably heard of CRM software. But do you really know what a CRM is and what it's used for? This tool is generally linked to marketing processes to attract leads and convert them into customers.
However, there are new developments that link the full potential of CRM to optimize the tasks of the sales department. Online CRM is here to stay! And in this post we will explain exactly what it is, what it is used for, and what are the functions of Zendesk CRM that can change the way you do business.
How important is it to use an online CRM, you ask? First, some data from Zendesk’s latest sales trends report :
According to the study, organizations dedicated to sales are turning to digital tools that facilitate remote work as well as facing the challenges of a market that is becoming increasingly technological.
Over the past year, customers have raised their standards and expectations for salespeople’s ability to understand their problems. In fact, 32% of sales reps say their customers want them to understand the full context of their business and the problems they’re trying to solve .
At the same time, 50% say customers are more informed : they know what they want as a result of their purchases and expect salespeople to be willing to negotiate with them.
And what's more, 26% of sales reps say customers expect close collaboration between sales and the rest of the teams .
The result?
Companies are slowly migrating to the digital environment to respond to customer demands. How?
25% of teams have changed their internal processes;
27% have added new communication channels.
Meanwhile, 40% of sales leaders feel the need to respond to changing prospect and customer needs as a result of the pandemic .
What can you do? Read on to learn why an online CRM is the answer to your customers' needs and the key to your salespeople's success.
What is a CRM and what is it used for?
A CRM ( Customer Relationship Management ) is a software that is responsible for managing customer relationships . How does it do this? By gathering all the data generated during interactions with prospects and customers.
This helps the sales process, as each salesperson has access to a complete overview of each user's journey - from when they are just a lead to when they become a customer.
What do we mean when we talk about online CRM? Some CRM solutions, such as the one offered by Zendesk, are hosted on online servers hosted as a service, known as SaaS.
Let us explain it better… SaaS ( Software as a Service ) is an online service model that does not require installation. For it to work, you only need an internet connection, since data access and storage is done through the cloud. Online CRM is an example of SaaS , as well as other solutions and tools, such as chatbots , cloud-hosted email and storage solutions, such as Google Drive, or streaming services , such as Netflix.
Want to know more? Read our exclusive guide on the topic .
allows you to better understand the profile and habits of your customers;
helps to better exploit business opportunities;
helps to increase the number of conversions;
allows you to personalize indian number for whatsapp interactions with customers and prospects;
enables sales collaboration with other key departments, such as marketing and customer service;
Online CRM automates repetitive tasks and provides room to sell more and better;
increases sales team productivity;
helps make data-driven decisions.
Now that you know what an online CRM is and what it's used for, we'll show you all the features and benefits of Zendesk's sales CRM.
Shall we continue?
How does an online CRM like Zendesk work?
Zendesk's online CRM helps improve customer relationships and increase conversions . How ? The software provides the overall context of a customer's account in one central location. This keeps teams informed and better able to capitalize on opportunities to close a sale.
Check out the key features and benefits of Zendesk's online CRM: