The future of business process management is here and it’s known as CRM software. The Customer Relationship Management (CRM) system has become a necessary tool for driving business growth with efficiency and many satisfied customers. However, following the digital expansion, CRM software as we know it has expanded the scope of its capabilities by moving to the cloud.
Cloud based CRM is now the standard businesses need to comply with. In fact, the cloud market is estimated to surpass $500 billion by 2020 while this year alone we can expect 62% of all CRM software to be delivered by cloud. So what’s the catch?
What makes a cloud based CRM platform better than an integrated CRM system? Can it provide a better business strategy or is it just simpler to go online? Let’s review the cloud based CRM potential and the management features it has to offer.
Cloud Based CRM Software Features
In general, CRM technology provides a greater insight into customer service processes, sales, and even marketing. It can help to automate multiple business processes, thus optimizing interactions with customers, enhancing their retention, and shortening the sales cycle.
But what capabilities does cloud based CRM have to offer? Here are some potent features of a quality CRM in the cloud:
- Business process management for managing both structured and unstructured processes through customized solutions.
- Customer data automation for collecting and organizing vital customer information.
- Collaborative tools for enhancing communication between team members.
- Sales force automation to help automate and streamline important processes, such as sales forecast, customer contact updates, employee evaluation, and more.
- Knowledge management or a centralized knowledge base that stores guidelines and significant documentation available to the staff, including new employees.
- Marketing automation capabilities such as lead management, email marketing, and analytics for measuring the success of your campaign.
- Pre-built integration abilities with Google services, MS Outlook, etc.
- Mobile application to enable users data access on the go.
Cloud based CRM really has a lot to offer, but the most important distinction from a traditional CRM system is actually the flexibility and scalability businesses can gain. However, keep in mind that these features are not guaranteed with every CRM cloud based platform. CRM capabilities differ, so be sure to look for the one that can deliver all the features mentioned above.