What is CRM process?

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How can CRM improve your business processes?

It is safe to say that the majority of businesses are familiar with CRM. Its overwhelming popularity is backed by the benefits it presents to companies of any scale. Advanced CRM software is capable of enhancing key business processes and improving the productivity of your marketing, sales and customer support teams. Take advantage of industry best practices, as automated business processes in CRM system will help you meet and beat sales quotas while increasing customer loyalty and simplifying administrative routines.

Your marketers will benefit from business process automation, as they will be able to make the most of their communications and run sophisticated marketing campaigns to generate as many high-quality leads as possible with minimal efforts. Business process automation enables your marketing team to automatically qualify the sales-readiness of leads and track the most effective lead generation sources. Moreover, you can get the maximum response to your mass mail campaigns and track responses. You can also segment audiences, run email split testing and schedule bulk emails with a few clicks of a mouse.

Sales representatives spend only 30% of their valuable time actively selling. The rest of their time is lost to time-consuming administrative tasks. Business process automation liberates your sales professionals from these responsibilities and gives them the opportunity to do what they do best – communicating with customers and closing deals. A mobile CRM app is another benefit that improves the productivity of your sales team. They will be able to access critical information on your customers from any device. Sales reps can work with their accounts without having to be glued to the office.

Since customer satisfaction has become one of the most important metrics that define your business’ success, the need to deliver excellent customer support at every stage of the customer journey has never been more transparent. Your customer support agents will appreciate contact management tools that will give them a bird’s-eye view of all their customers and automated processes in CRM will help your customer supports agents to better organize case resolution processes. You will be able to increase customer satisfaction levels, as your agents will be able to deliver excellent customer service in a timely manner regardless of the communication channels your customers choose.

Business processes in bpm’online CRM software give your company a competitive edge!

CRM processes in marketing

Manage omnichannel communications and get a better understanding of your customers by employing out-of-the-box best practice processes for efficient marketing automation - from demand generation to lead nurturing and successful hand-off to sales. CRM tools improve the productivity of marketing department with the following features:

  • Customer database segmentation
  • Marketing campaign automation
  • Lead generation and distribution
  • Email marketing tools
  • Event management
  • Collaboration tools
  • Knowledge management
  • Integration capabilities

CRM processes in sales

Make the most of your sales pipeline and minimize errors while continuously boosting results by implementing automated business processes that guide you through the most effective actions to close more deals faster. The best CRM systems are equipped with the following features:

  • Customer database management
  • Social media integration
  • Lead management
  • Sales forecasting tools
  • Opportunity management
  • Field force automation
  • Document management
  • Mobile sales capabilities
  • Complex data analytics

CRM processes in service

Flawless customer service is the basis of a winning customer experience. Employ business processes that are designed in compliance with ITIL best practices and recommendations. Follow built-in business processes to manage customer requests, service catalogues and SLAs. If you want to deliver superior customer experience, your CRM system should provide:

  • 360° view of customer database
  • Omnichannel communication tools
  • Business process management
  • Contact center automation
  • Case and incident management
  • Service catalog management
  • Service level management
  • Knowledge management

Bpm’online has been widely recognized by key industry analysts and has received multiple prestigious awards

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™: Lead-To-Revenue Management Platform Vendors, 2016; The Forrester Wave™: Sales Force Automation Solutions, 2017 and The Forrester Wave™: Customer Service Solutions For Midsize Teams, 2017.

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 2016 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 the Sales Force Automation and Midmarket CRM categories of the 2016 CRM Market Awards. This is the second year in a row that bpm'online made it onto the leaderboard in both categories, 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.

CRM Magazine, the leading publication of the industry, named bpm’online the Leader in the Midmarket CRM and Sales Force Automation categories of the 2015 CRM Market Awards. The company is the only vendor in the Midmarket CRM category to receive a 4.0 or better for every criterion.

Bpm'online’s customer, Quint Wellington Redwood Group, has become a winner of 2017 ROI Award for the 1,566% ROI after implementing bpm'online CRM

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.

Bpm'online CRM has won the 2015 CRM Excellence Award, presented by CUSTOMER magazine. The 16th annual award has recognized bpm'online for being a true CRM partner to its customers and clients.

bpm’online was voted a ‘Customer Service Rising Star’ by CRM Magazine. The award is designed to recognize cutting-edge vendors whose products are “Meeting—and exceeding—customer needs.

In 2011 bpm'online was titled the CRM Idol 2011 in EMEA region. The judges of the contest evaluated bpm'online CRM as one of the most elegant process-based CRM applications.

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