What Is CRM Process? 5 Stages To Build Successful CRM Processes

TAS
6 July 2022

Every business needs a way to keep track of its customers; this is where customer relationship management (CRM) comes in. Before the proliferation of computers and software, we used the term CRM to describe how businesses manually managed their client relationships. This might have included using Rolodexes, index cards, or even just paper and pencil to keep track of customer information. So what is CRM process? First, let’s explore how modern businesses manage their relationships with customers.

How Forward-Thinking Businesses Manage Customer Relationships

With the advent of computers, businesses can now use software to automate their customer relationship management and stay on top of customer-related operations. CRM software allows businesses to store customer information in a central database, which can be accessed and updated by any appointed employees in the company. All customer interactions are stored and recorded in the CRM, providing essential context for customer service teams.

CRM software typically includes numerous features to help businesses manage their customer data and relationships. This includes contact management, sales automation, marketing automation, and business analytics tools.

Businesses of all sizes can use CRM software. Even a small business can benefit from using a CRM system to automate its customer relationship management. Additionally, a CRM platform will also allow you to manage marketing campaigns and track leads and prospects. By keeping track of your leads in your CRM, your business can follow up with them at the appropriate time and hopefully turn them into paying customers.

CRM tools don’t just record and store customer data; they also provide valuable insights. Using data analysis tools, your CRM platform can analyse past successful sales and generate reports and dashboards that give you a clear overview of your business’s performance.

You can see which areas are doing well and which ones need improvement. Your business can also leverage CRM implementation to predict future trends that help you make informed decisions about your company’s direction. Above and beyond all of the above, CRM tools are useful for any business that wants to implement a “CRM Process”.

The CRM Process Explained

The customer relationship management (CRM) process is a company’s set of activities and steps to manage its customer relationships and turn them into long-term, loyal customers.

By following a CRM process, businesses can ensure that they are providing the best possible service to their customers and that they are doing everything possible to nurture and grow these relationships.

The CRM process addresses every stage of the customer lifecycle, from acquisition to retention and growth. It begins with identifying potential customers and ends with post-sales customer support. In between these two stages, you can take several steps to nurture and grow the relationship.

It’s helpful for businesses to think of the CRM process as a funnel, with each step representing a different stage in the customer journey. By using this framework, businesses can ensure that they are taking the steps needed to move their customers through the funnel, starting from awareness to purchase and beyond. Not every lead or customer may make it to the end of the funnel, but businesses can increase the chances that they will with a set CRM implementation process in place.

Who is involved and uses CRM processes?

Many businesses make the mistake of thinking that the CRM process begins and ends with the sales department. In reality, the CRM process is much broader than that. While the sales team plays a crucial role in the process, it’s helpful for other departments also to be involved.

The marketing team, for example, needs to be closely aligned with the sales team to create targeted campaigns that generate high-quality leads. The customer support team also needs to be involved in the process, as they play a key role in retaining customers and ensuring their satisfaction.

With an effective CRM tool in place, each department will have access to the same customer data, allowing them to work together more effectively and streamline business processes. This unified approach helps businesses provide a better overall experience for their customers and streamlines the implementation of the CRM processes.

The 5 Key Stages of the CRM Process

The CRM process can be divided into 5 key stages. These CRM processes loosely reflect each stage of the customer life cycle, extending from awareness to purchase and beyond.

1.   Raise Brand Awareness

Brand awareness is the first stage of the CRM process and might be the most important aspect of your business development strategy. If customers are not aware of your brand, they will not reach the stage of purchasing your products or services.

This stage is spearheaded by the marketing department, which is responsible for creating and executing campaigns that raise awareness of the brand. However, every team and department in the company has a role to play in ensuring a cohesive and consistent marketing strategy that promotes business growth.

You can generate brand awareness by following the steps below.

Research your target audience

To create effective marketing campaigns, you need to understand your target audience well. Who are they? What are their needs and wants? What are their pain points? By researching your target market, you will be able to create campaigns that speak directly to them, which is more likely to generate interest. Your CRM software can be a valuable tool for this, as it can help you segment your customers and target them with specific campaigns.

Create a strong value proposition

Your value proposition is the reason why customers should buy from you and not your competitors. It’s vital to have a strong value proposition when creating marketing campaigns. Again, your CRM software is helpful here because it tracks and analyses customer data to identify your key differentiators.

Develop an effective marketing strategy

Once you have a good understanding of both the customer and your value proposition, you can start to develop an effective marketing strategy. This may include a mix of online and offline marketing tactics, such as content marketing, search engine optimisation, pay-per-click advertising, TV advertising, and social media marketing. Your message should be tailored to your audience, and your overall marketing strategy should be aligned with your business goals.

Execute your marketing campaigns

The final step in this stage is to execute your marketing campaigns. This includes creating the campaign materials, such as website banners, video advertisements, blog posts, and social media posts and then distributing them across your chosen channels. Your CRM solution is ideal for marketing automation, and it can also monitor the performance of your campaigns and keep track of KPIs.

2.   Nurture Leads & Prospects

The second stage of the CRM process is nurturing leads and prospects. At this stage, the focus shifts from generating awareness to generating interest. The marketing team is still heavily involved, but the sales department has also started to play a more active role. Using a CRM solution, you can facilitate sales force automation to speed up this stage. The goal at this point is to turn leads into sales-ready prospects. Here are some ways to nurture leads and prospects:

Segment your leads

Segmenting your leads allows you to tailor your communications to their specific needs and wants during the sales process. This increases the likelihood of them engaging with your content and eventually converting into a customer. Segmentation is far easier with CRM software,  as you can easily segment leads based on their demographics, behaviour, and engagement before creating targeted sales strategies.

Create targeted content

Once you have segmented your leads, you can start to create targeted content that speaks directly to their needs. This content can be in the form of blog posts, eBooks, webinars, or even just simple email newsletters. You can then leverage your CRM software to monitor engagement and interest.

Use lead nurturing campaigns

Lead nurturing campaigns are a great way to keep your leads engaged with your brand. They can be in the form of email drip campaigns, which send a series of automated emails over time, or they can be more targeted campaigns triggered by certain actions, such as downloading an eBook or signing up for a webinar. The marketing automation feature in your CRM software is ideal for this stage.

Score your leads

Scoring your leads allows your sales reps to prioritise the hottest leads and focus on those most likely to convert. There are several different methods you can use to score your leads. This includes lead scoring models and leads scoring software available within many CRM solutions.

Qualify your prospects

Once you have scored your leads, you need to qualify them to determine if they are ready to be passed on to your sales reps. You can use several criteria to qualify your prospects, such as Budget, Authority, Need, and Timeline (BANT). Many CRM tools have built-in lead qualification tools that help automate this part of the CRM process.

3.   Convert Leads into Paying Customers

Once a lead has been qualified as a sales-ready prospect, it’s time to start working on converting them into new customers. This is where your sales reps need to step up and close the deal. You can use many different techniques to convert leads into customers, but the most important thing is to ensure you’re providing them with a solution to their problems. If your sales department can do that, they will be well on their way to closing the deal. Here are some tips on how to convert leads into customers.

Build relationships

One of the most important things you can do to convert leads into customers is to build relationships with them. This means getting to know them, understanding their needs, and establishing a rapport. Since CRM solutions aim to manage relationships, you should have all the information you need at your fingertips. You can also use it to monitor customer engagement and discover the most active communication channels.

Provide value

For your sales reps to convert leads into customers, they need to provide value. This can be helpful information, insightful blog posts, or even a free trial of your product or service.

Be persistent

It’s important to be persistent when trying to convert leads into customers. This doesn’t mean being pushy, but it does mean your sales reps need to follow up and keep the lines of communication open if they want them to move through the sales pipeline. You can use your CRM software to keep track of communication and ensure your sales reps follow your processes to win more customers.

Make it easy to buy

The easier you make it to complete the sales process, the easier it will be to convert leads. This means having a clear and concise sales process, providing multiple payment options, and offering discounts, among other incentives.

4.   Deliver Excellent Customer Support

It’s great when you’re able to convert a lead into a customer, but the job isn’t done yet. To keep them as a customer, you need to provide superior customer service. This means providing them with the help and guidance they need to get the most out of your product or service. It also means effectively addressing any issues or concerns they may have. Here’s how you can deliver excellent customer support.

Be responsive

One of the most important things you can do to deliver excellent customer support is to be responsive. This means being available when your customers need you and getting back to them promptly.

Be proactive

Proactive customer support is all about anticipating your customer’s needs and taking steps to address them before they even have a chance to ask. This can be by providing helpful resources, offering discounts on future purchases, or forewarning them of potential problems such as an interruption to their service. CRM solutions can help you identify the customers most in need of support and remind you to reach out to them before any issues arise.

Be personal

To build strong relationships with your customers, you need to be personal. This means using their name, addressing them by their title, and handling their issues with the right context and tone. With a CRM system in place, accessing customer data should be straightforward, enabling your customer support team to provide a personalised experience for your customers every time.

Be empathetic

Empathy is key in preserving customer loyalty and creating a good customer service experience. This means putting yourself in their shoes, understanding their situation, and making an effort to help them resolve their issues.

Follow up

Once you have addressed any customer issues, it’s important to follow up to ensure they are satisfied with the resolution. This shows that you care about their experience and you’re willing to go the extra mile to make things right. Sales process automation using a CRM solution can trigger reminders to your customer support and sales teams to follow up with customers at set intervals during and after the sales cycle.

Your business can differentiate itself from the competition by providing exceptional customer service and turning one-time customers into lifelong buyers and brand advocates. People who have a positive experience with your brand are likely to tell their friends and family about it, helping your business grow efficiently. In the same vein, if you deliver poor customer service, your customers will share this, too, to the detriment of your reputation.

5.   Drive Upsells & Customer Loyalty

The growth of your business doesn’t just depend on acquiring new customers but also on retaining the ones that you already have. This is where upsells and brand loyalty come into play.

Upsells refer to offering your customers an upgraded version of your product or service. Brand loyalty is when your customers continue to purchase from you and recommend you to others.

There are many ways to drive upsells and retain customers. Some of the most effective ones are listed below.

Offer discounts and incentives

Offering discounts and incentives is a great way to retain customers and create a better customer experience. This could be in the form of a loyalty program, where customers earn points for every purchase they make or a discount on their next purchase. CRM systems can highlight high-value customers, so your business knows where to focus upselling efforts.

Provide excellent customer service

As previously mentioned, providing excellent customer service is essential for retaining customers. You’ll build trust and loyalty by delivering on your promises and exceeding expectations. If you’re a small business, you can deliver superior support to differentiate yourself from larger competitors and encourage repeat customers.

Keep your products and services up-to-date

To keep your customers coming back, you need to ensure your products and services are up-to-date. This means regularly releasing new features and updates and ensuring your offerings are relevant to your target market.

Stay in touch

Staying in touch with your customers is a great way to keep them engaged with your brand. This could be through email, social media, or even direct mail. You’ll ensure they always have a reason to come back to you by keeping them updated on your latest products and services. A CRM system can automate your marketing and communication efforts, so you can stay in touch while building customer relations and not miss any opportunities to increase customer satisfaction.

CRM Software – A Useful Tool for the CRM Process

Considering the importance of customer relationships, these CRM processes are an important part of any large or small business that wants to maintain high customer satisfaction rates and create a superior customer experience. CRM implementation is a helpful way to manage customer interactions and improve the relationship between your business and your existing and potential customers.

CRM technology also helps you move leads through the sales funnel smoothly by providing the data and insights required at every stage to make informed decisions about your marketing and sales strategies.

While it may seem like a significant initial investment, CRM implementation will pay for itself in the long run. It’ll help you boost customer satisfaction, retain more customers, and improve overall efficiency. Moreover, many different CRM software options can be tailored to your individual business needs and budget, perfectly positioning you to leverage the technology’s numerous benefits.​

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