Customer Relationship Management (CRM) - MCA Connect

Customer Relationship Management (CRM): An Introduction

Managing a company’s relationships and interactions with customers and potential customers is critical to the success of a business. Having a network to improve business relationships can streamline processes and increase a company’s bottom line. With today’s technology, staying connected to customers is easy and efficient with the right technology.

Customer Relationship Management (or CRM) systems enable manufacturers to stay ahead of the complexities of the manufacturing industry. Manufacturing CRM eliminates the challenges of forecasting effectively, channel management, sales productivity, and field service operations.

The single modern manufacturing CRM system supports management of up-to-date customer data, sales management, team communication, tracks phone calls, email, meetings held, and facilitates social media correspondence. It organizes information into digestible formats that revolutionizes how business is conducted.

A CRM system is a web of modules usually including sales, customer service, field service, project service automation, marketing, and human resources. CRM systems are common across several industries. Notably, however, a manufacturing CRM system combines key product features to personalize customer experiences and accelerate your sales process:

  • Centralize Customer Information: CRM systems provide businesses with the ability to view customer information from order history, to communications, to service issues.
  • Improve Demand Forecasts: Sales pipeline data builds more accurate revenue and materials/resource forecasts.
  • Coordinate RFP-Driven Sales Efforts: Team members can collaborate on responses by using centralized document management and workflows to guide sales processes and meet RFP requirements.
  • Improve Dealer Relationships: Self-service portals improve sales efficiency, reduce response times, and cut internal workload. It allows dealers, distributors, and service partners to see product availability and pricing information.
  • Communications: Instant messaging and email tracking, content sharing, and other communication functions.

How Can CRM Systems Help Your Business?

Never miss an opportunity to close deals and grow customer accounts. Manufacturing CRM systems work closely with your team to achieve your growth potential and identify solutions that accelerate your business forward. Assessing your company’s need for CRM technology or evaluating your current CRM system for functionality is key to ensuring that your investment in these systems work for your business.

A CRM system is a proven solution for helping any business succeed. It caters its functionality for your business’ specific mission. CRM systems keep customer contact details up to date, track customer transactions, and manage accounts for better business-customer relationships. Keep track of all your customer’s details and interactions with one fluid system, instead of relying on multiple forms of data collection, or simply the overextended minds of employees.

How CRM can Help

Companies That Use CRM Systems

Leading companies from around the world use CRM systems and experience great results. CRM systems serve businesses across multiple industries, including automotive, education, manufacturing, media and communications, and retail and consumer goods.

Over 23,000 organizations around the world use Microsoft Dynamics as their system of choice. This agile and multi-functional platform helps reduce costs, improve profit margins, and streamline business operations.

The best CRM systems enable discrete, automated, and lean manufacturers to drive digital transformation for increased business value, optimized operations, and actionable insight. In this manner, manufacturing CRM systems are foundational to understanding the needs and challenges associated within the industry.

Evaluating Your Current CRM System

Certain CRM systems stand apart from the rest and will put your business ahead of the competition. With optimized operations, your business will shift from reactive to proactive and anticipate all your customer’s needs while improving your supply chain.

When utilized effectively, CRM systems have the capacity to transform your business through innovative product offerings, automated processes, and by leveraging machine learning and predictive analytics. They allow you to customize your employee and customer experiences without coding or other complexities. Evaluating your current CRM system with a keen eye towards comparison with the offerings of Microsoft Dynamics 365 may allow you to improve efficiency and agility. Specifically, your business’s time and money can be tracked exactly for better analysis of where energy should be spent.