Does your company have a customer relationship management (CRM) platform but no idea how to use it for company or project tasks?
If so, you’re in the right place! Many small businesses understand the fact that CRM systems are beneficial but don’t know how to make them work for their team.
Hi, my name is AJ! I recently sold my business for multiple seven figures to help growing entrepreneurs like YOU!
I won’t sugar-coat it; building a successful business took a lot of work! But one thing that helped my marketing and sales teams was CRM software!
Are you interested in learning the various tasks CRM can help your business complete? Then keep reading!
Key Takeaways
- The primary purpose of CRM systems is to build customer relationships by collecting data.
- CRM can automate various aspects of task management, making teams more efficient.
- Some benefits of CRM include better efficiency, data organization, and higher sales revenue.
- Organizing customer information leads to higher satisfaction rates and lower churn.
Related Reading: Best Small Business CRM
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What are CRM Activities?
Customer relationship management (CRM) activities refer to the tasks and actions carried out with the help of a CRM system.
The goal of any CRM tool is to manage and improve business relationships.
Some examples of CRM activities include the following tasks:
- Tracking customer data
- Managing sales pipelines
- Task management (automating recurring tasks, sending reminders for outstanding tasks, etc.)
- Project management
- Generating reports
- Marketing automation efforts
The ultimate goal of a CRM platform is to enhance the customer experience, streamline the sales process, and increase profitability.
In essence, CRM activities serve as a roadmap to help businesses understand their customer’s journey and improve customer relationships!
Common CRM Tasks & Activities
Below, I’ve listed the most popular CRM tasks and activities to ensure you understand how beneficial this software can be!
Will your company need every single one of the features I mention? Probably not.
Still, knowing how CRM improves various aspects of a company is critical!
Maintain and Organize Customer Information
One task CRM helps companies with is organizing customer lifecycle information.
CRM software maintains and organizes customer information by storing all interactions, purchases, and preferences in a singular database.
Also, these systems categorize this data systematically for easy retrieval, enabling businesses to do the following things:
- Personalize interactions
- Predict future consumer behavior efficiently
Organized data helps every department, from sales to customer support!
Monitor and Follow Up on Business Deals
Following up is a crucial piece of every task management agenda.
Fortunately, CRM tools facilitate monitoring and follow-up on business deals by doing the following things:
- Providing real-time updates on deal progression
- Sending an email reminder to reps for a follow-up
- Organizing and displaying communication history
Staying on top of business deals helps teams stay focused, ensuring no opportunity slips through the cracks!
Engage in Direct Communication with Potential and Existing Clients
Regular communication is one task small businesses can’t afford to skip!
CRM systems enable teams to communicate effectively with potential and existing clients by hosting integrated communication tools for:
- Emails
- Calls
- Messages
Further, these systems offer personalized communication based on client history and preferences and track these interactions.
As a result, future communications are more efficient and targeted.
Lastly, most CRM tools provide automated communication tools as prospects move through the sales cycle.
For instance, if a lead clicks on a website link, CRMs can send automated emails later to entice the individual to purchase something.
Handle and Reply to Customer Issues
CRM platforms expedite handling and responding to customer issues by centralizing customer data and history.
When the company account record is organized, it ensures quick access to contextual information.
Also, with integrated support channels and automated responses, businesses can swiftly address issues, improving consumer satisfaction and loyalty!
Handling customer complaints and issues as soon as possible is critical for the following reasons:
- It ensures customers can trust your business
- It helps your company look more credible
- It improves word-of-mouth recommendations
- It encourages customers to buy your products or services again
So, while dealing with customer complaints may not be your favorite thing in the world, it’s critical for long-term success!
Utilize Customized Structures
Customized CRM structures allow a company to tailor its platform to specific needs and workflows, increasing efficiency.
These tailored structures lead to the following things:
- Enhanced data organization
- Streamlined customer interactions
- Optimized task automation
CRM customization improves client satisfaction and boosts sales performance.
Also, a customized interface can help employees learn how to use CRM technology because it is tailored to their daily tasks!
Automate repetitive tasks
Repetitive tasks are usually the most frustrating pieces of task management.
However, automating repetitive tasks with CRM software does the following things:
- Significantly enhances efficiency
- Reduces human error
- Frees up team members to focus on more strategic, revenue-generating tasks
Also, task automation improves consistency in customer interactions and accelerates processes, leading to better customer satisfaction and increased profitability!
Construct Attractive Landing Pages
CRM platforms create attractive landing pages by offering intuitive tools and templates that teams can customize to fit the company’s brand and objectives.
Also, many systems include the following landing page capabilities:
- Track visitor data for analysis
- Continuous optimization
- Ways to improve customer engagement
- Tactics to boost conversion rates
Develop an Informative Knowledge Base
CRM systems aid in developing an informative knowledge base by collating and organizing data from various sources.
This centralized warehouse grants companies instant access to customer interactions, preferences, and history.
As a result of all this data, users can make informed decisions and personalize customer engagement, enhancing the overall experience for customers.
Incorporate Other Software Tools
Incorporating other software tools into a CRM system amplifies its effectiveness by providing a more comprehensive platform for managing customer relationships.
Further, these integrations enable businesses to leverage seamless integrations with tools such as:
- Email marketing platforms
- Social media management tools
- Project management systems
- Task management tools
Also, incorporating several tools into a CRM tool results in a centralized hub for all customer interactions.
As a result, teams can foster better data management and improve customer experiences through automated workflows and targeted marketing strategies!
Report, Predict, and Scrutinize Data
CRMs provide powerful reporting features.
These reporting features allow businesses to generate real-time reports on the following things:
- Sales
- Customer engagement
- Marketing effectiveness.
- Team productivity
Also, CRMs offer predictive analytics, forecasting future sales and customer behavior based on historical data.
Lastly, many CRM systems facilitate data analysis, offering insights that drive strategic decision-making and improve buyer relationships!
Example of Daily CRM Tasks
An example of daily CRM tasks for a retail store that sells camping gear might look something like this:
In the morning, the store manager logs into the CRM system to check the sales pipeline.
During this time, the manager sees several leads identified from the store’s online inquiry form and assigns these to the appropriate sales team members for follow-up.
Next, the manager reviews communications with existing customers.
The CRM system has automatically logged all customer interactions, including the following:
- Emails
- Phone calls
- Social media messages
Spotting a negative review posted on a social media platform last night, the manager quickly addressed the issue by contacting the customer and offering a resolution.
Contacting the customer immediately boosts customer satisfaction!
Throughout the day, the CRM software triggers automated email campaigns based on customer behaviors.
For instance, customers who purchased tents in the last six months receive an email about a new range of sleeping bags.
In the afternoon, the manager uses the CRM to analyze data and generate a report on sales figures for the past week, identifying top-selling items and any patterns in purchasing behavior.
Before closing, the manager schedules a reminder for a team meeting to discuss the CRM data insights.
Customer data will inform the team’s strategy for the coming week, including:
- Potential sales promotions
- Customer engagement efforts
In sum, daily CRM activities contribute to facilitating smooth business operations, informed decision-making, and enhanced customer relationships!
Final Thoughts on CRM Activities
As you can see, CRM software is extremely beneficial!
With CRM technology, a business can save time, close deals efficiently, and ensure each team member is on the same page.
Other tools may have one or two CRM features. However, the all-around benefit of CRM technology makes it a must-have!
What tasks will you utilize CRM technology for? Let us know in the comments section below!