As per Software Advice’s survey, almost 68% of the buyers have been either using non industry specific software (for instance Microsoft Office) or even other manual methods like spreadsheets and paper notes for the successful management of their client relations. The survey comprised of interactions with 5,279 CRM software buyers. Out of those who have been using currently a CRM tool, about 26% have deployed a commercial CRM tool.
The survey also threw light on some other trends as well such as –
- About 96% of clients are looking for a cloud-based CRM tool.
- Most of the potential buyers are eyeing for evaluating best solutions in comparison to an integrated suite.
- Sales force automation has emerged as the most requested CRM tool among the prospective buyers and those looking for an integrated suite.
- Just 9% of the organizations claimed that they were eyeing for using an integrated suite or various applications.
On the basis of the survey, now let us closely understand the important features that a client would be looking for before they opt for investment in a CRM tool.
- It has been found that contact management is the topmost priority as it becomes difficult for a company to maintain its impact its profitability if their leads/contacts are not managed efficiently. Keeping a track of all the clients along with a 360 degree view has been found to be helpful in increasing the cross sells and also the up sell opportunities.
- Note taking abilities are essential as it helps in keeping tab of all client details and then referring it during the configuration process is also significant.
- The reporting and analytics features has proved to be helpful for keeping the managers well informed about all the different activities carried out by the team mates apart from offering other added advantages to the clients and organizations. The dashboard offers a single view of the performed activities.
So, all those companies looking for opportunities to strengthen its performance rate, should start using a CRM tool.