What is CRM?
CRM is a system that manages the relationship between an organization and its customers. The abbreviation CRM stands for Customer Relationship Management. The main goal of any CRM is to ensure sales increase by optimizing business processes, improving the quality of goods and services, and effectively communicating with customers (after-sales service and technical support).
CRM captures and analyzes sales, stores information about customers, accepts complaints and offers from these customers and, based on all this information, allows you to get recommendations on the most popular products, demographic and social layers of the client base and the most frequent problems that may arise while working with clients. These recommendations should be a call for action to improve the quality of service and, as a result, increase sales.
Basic principles of CRM system
Interaction of departments can help attract new customers and not lose the old ones. This is because each employee, referring to a single unified database, has the opportunity to see a detailed and complete view of the buyer. It is possible to experience all the advantages of a CRM system if it follows the basic principles:
Interact with customers
So what are the benefits of a CRM system?
Improving the quality of the service / product
Using CRM system, it is possible to make relationships with customers the first priority for your company, which allows for paying more attention to the level of customer satisfaction.
Improving the management of the organization
With the help of CRM technology, you can easily track the effectiveness of your employees.
Increasing customer loyalty
All the necessary information about the client is collected and stored in a database, which is available to all employees. Thus, it is much easier to satisfy customer needs.
Increasing the number of customers
Having loyal customers, you can be sure that they will recommend your company to their friends or partners.
Increasing sales volume
With the involvement of new customers, the number of sales is also growing, and increasing the loyalty of existing customers leads to repeated sales.
Benefits of using bpm'online CRM system
Manage the completeness of information on your customers, their contacts and deals. The system allows you to add weight to each parameter in customer profile and visualize the data in a convenient way. Sales rep can easily identify important customers and transactions, which lack the important details, and a supervisor can promptly evaluate the completeness of customer data in the sales portfolio and make sure that database contains all relevant information. In case of information gaps the system allows to send a request to complete the missing data. Moreover, smart data scientist fills in the customer profile from all open sources.
Incidents and service requests
Bpm’online service allows to easily register all customer cases and follow up the effectiveness and quickness of their resolution. Categorize each case with no efforts into incidents, service requests and advisory services. Supervisors may assign case to an appropriate agent or a group of agents, manage communications while resolving it and control on-time case closure.
Manage your daily tasks, meetings and calls with bpm’online calendar. The system allows for easy synchronization with Google Calendar and Microsoft Exchange. Bpm’online will notify and remind you on all the important events, thus you will be able to always keep a finger on the pulse of your business. With ESN (Enterprise Social Network), you can share valuable information with your colleagues, ‘like’ and comment the posts created by others in the newsfeed and get important updates.
Bpm’online was named a Leader in The Forrester Wave™:
CRM Suites for Midsize Organizations, 2016.
In addition, bpm’online has been recognized as a Strong Performer
in The Forrester Wave™: Sales Force Automation Solutions, 2017,
The Forrester Wave™: Lead-To-Revenue Management Platform Vendors, 2016;
and The Forrester Wave™: Customer Service Solutions For Midsize Teams, 2017
as well as included into The Forrester Wave™: Dynamic Case Management, Q1 2018.
Bpm’online was recognized in Gartner’s 2017 Magic Quadrant for the CRM Customer Engagement Center, 2016 Magic Quadrant for Sales Force Automation, included in Gartner’s 2017 Magic Quadrant for CRM Lead Management.
Nucleus Research consecutively positioned bpm’online in the Leaders Quadrant of the Nucleus CRM Technology Value Matrix 1H 2017 for its unprecedented agility to modify processes on the fly.
Ovum, one of the leading global technology research and advisory firms worldwide, has Bpm’online named among the world’s top 10 CRM vendors in latest Ovum CRM Decision Matrix. Bpm’online has been recognized for its process-centric approach and intuitive platform.
CRM Magazine, the leading publication of the industry, named bpm’online the Leader in Enterprise CRM Suite and Midmarket CRM Suite categories of the CRM Market Awards 2017 by CRM Magazine. This is the third year in a row that bpm'online made it onto the leaderboard in Midmarket CRM Suite category, with impressive scores all around.
bpm’online has been honored as Gold Stevie® Award Winner for the Best Relationship Management Solution of the Year in the 11th Annual International Business Awards. Winners were selected from over 3,500 nominations.
In 2015 for the second time in a row bpm’online is selected as ISM Top 15 CRM Award winner by, ISM Inc., Customer-Centric Strategic Advisors. The company is positioned as a leader in the fast-paced CRM industry.
Bpm’online received a 2015 CRN® Enterprise App Award for its bpm’online mobile CRM application. Bpm’online’s mobile app was selected by a CRN editorial panel based on a combination of critical factors including functionality; suitability to task; ease of use; innovation; and potential value to solution providers, their customers and the market in general.
bpm’online is proud to be named the winner of the European IT & Software Excellence Awards 2013 - the pan-European awards event for IT, ISV and Telecoms channels.
Bpm’online named a CRM Watchlist 2016 winner among the top global CRM vendors.