10 Key CRM Functions and How They Help

Customer relationship management (CRM) systems have become a must-need tool in business. Today,  CRM software aids in customer data, retention, integration, marketing, lead generation and much more. Gitanjali Maria shares an article on softwareadvice.com of 10 key CRM software functions useful for every business.

  1. Lead management – Lead management functionality ensures that you don’t lose any leads and that you score and qualify leads correctly.
  2. Contact management – Contact management involves recording customers’ details, such as name, phone number, address, and social media handle, in a searchable database.
  3. Email – Email management offers the ability to send mass emails, track email conversations with clients, plan drip email campaigns, and send automated emails to clients for events such as birthdays or anniversaries.
  4. Reporting and analytics – Reporting and analytics is required across all major business functions that CRM supports—sales, marketing, customer service, field service, ecommerce, and more.
  5. Marketing – Marketing-related inquiries mainly revolved around the ability to segment and nurture leads, prepare and launch marketing campaigns, track campaign optimization, and support social media marketing.
  6. Pipeline management – Sales pipelines help visualize the sales cycle and identify where in the sales funnel a particular deal is.
  7. Workflow automation – Workflow automation allows you to create intelligent workflows using logic or rules, such as if-then-else, to automate repetitive tasks, including following up on leads, raising invoices, and sending emails.
  8. Document management – Document management lets you create, access, edit, and share files with colleagues or clients directly from the CRM system.
  9. Quotes/proposal management – This feature helps create and send quotes and proposals directly from your CRM solution.
  10. Forecasting – Forecasting in CRM helps estimate your future sales or revenue based on present and past data trends.


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