customer relationship

Importance of Relationship


Relationship is one of the main factors for success. Companies that pay attention to this important and strategic aspect tend to get ahead of their competitors.

You might even have an excellent product or service to offer. However, for your business results to be, in fact, satisfactory, it is necessary that the strategies focus on the customer’s experience and success.

Bonus: make your team achieve high sales performance with our CRM platform

Agendor is a CRM and business management platform that works as a control panel and personal assistant for B2B sales teams.

And this comes from a good Customer Relationship Management, or Customer Relationship Management, or simply CRM.

With an efficient CRM tool, it is possible to implement strategies capable of positively influencing the perception of value that your audience has about your brand, placing them at the center of the entire sales process.

Are you curious? Want to know more?

So, read on to better understand what an online CRM tool is and the main benefits it can bring to your business.

Also check out in the next lines of this content the features of a CRM tool and how to use it in your company.

The importance of the relationship

Increasingly, companies are realizing the importance of getting closer to their audience and adopting strategies that put customer experience and success first.

For this, it is necessary to know in depth the profile of each client, as well as their current needs, pains and expectations. Thus, it is possible to develop a closer and trusting relationship, which will make all the difference when deciding between your solution and your competitor’s.

Relationship management is fundamental to satisfying and retaining customers. And, fortunately, nowadays you can count on a good CRM tool to help you in this role.

What is a CRM tool and what is it for?

CRM stands for Customer Relationship Management. Therefore, a CRM tool refers to software that aims to promote a more efficient management of customer relationships. This type of tool allows the company to collect and store relevant data and information about each of its prospects and customers. The intention is to allow the company to have full knowledge of who had contact with the brand or who expressed interest in the product or service offered.

CRM tools generally operate online, which means there is no need to install; you just need to be connected to the internet to have access to a platform that basically works like a database, but actually is much more than that.

CRM software is a platform that makes it possible to monitor the entire purchase journey, allowing the seller to have greater control over their customer base.

This detailed database favors the understanding of the specifics of each customer and the adoption of a more personalized sales approach, which is essential for conversions and loyalty.

Advantages of CRM for Business

A CRM tool can bring numerous benefits to your business. As mentioned above, one of these advantages refers to greater control over the sales process. The salesperson is able to follow the maturity of the leads and adopt strategies that are in accordance with the moment in which the lead is.

Another benefit worth mentioning is the automation of manual tasks, which tend to take up a lot of time for employees in marketing and sales teams. Thus, the professional is able to focus more on acting as a product or service consultant and add value in their interactions with customers.

Among the main advantages of an online CRM tool, the following also stand out:

  1. agility in the sales cycle;
  2. greater assertiveness when making proposals;
  3. constant improvement of the sales pitch;
  4. reduction of failures and reworks;
  5. alignment between marketing and sales departments;
  6. resource optimization;
  7. decrease in operating costs;
  8. easier to scale sales;
  9. Increased productivity.

In other words, CRM can be a great ally of your commercial strength.

But how to use CRM in practice? What features does it offer?

TOP 14 features of an online CRM tool

Now that you know what a CRM tool is and the benefits it can bring to your business, see the main features of a Customer Relationship Management platform and how to use it in your company.

1. Prospecting for customers

A sales CRM tool has great function for prospecting new business. By being able to record interactions and store contact data with potential customers, CRM makes it easy to identify business opportunities.

See some tips for prospecting customers with Eduardo Muller:

2. Sales Funnel Management

Another way to use CRM is in managing the Sales Funnel. This type of tool allows tracking of the lead at each step of the Funnel.

Thus, the approach and strategies adopted are consistent with the moment in which the customer is on his journey.

With CRM, you avoid using an argumentative line that is not consistent with the degree of maturity of the lead.

In Agendor, the sales funnel can be customized with the steps that best fit your sales process. Plus, you quickly see information such as business value, company name, how long you’ve been in the sales funnel, and more.

Check out more details in this video:

3. Segmentation of offers

The information available in the Sales CRM tool can help with segmenting offers.

This means, for example, offering solutions that are more in line with previous acquisitions or with each customer’s profile.

For this, you can use the filters of the Agent and find exactly the customers within the profile you are looking for.

Here’s how to do this:

4. Calendar of Opportunities

It is not always easy to organize yourself to know all the commitments that the seller has with customers.

Having a to-do list written down can be confusing.

For this reason, the Scheduler has a calendar of activities, in which the salesperson sees their tasks in this much more intuitive format. And the information is sent there automatically, as the sales professional defines his follow-up:

5. Development of solutions

The information that the CRM tool provides also serves to guide the company about what solutions it can develop for its customers.

Remember that CRM focuses on customer experience and success? Because, based on the information you’ve collected about them in your CRM platform, you can identify unmet needs and create bespoke solutions.

6 – Segment customer portfolios

You can also use your CRM tool to create customer portfolios divided by salespeople. Thus, it is possible to define the ideal customers by salesperson and customer profile.

See more about it in this free webinar:

7 – Integration with other tools

With a good CRM tool, you can integrate with other management software that you already use in the company’s day-to-day activities.

In this way, it is possible to import information from other programs and optimize the use of the platform.

8 – Interaction history

Given that CRM works as a super database about your customers, it is evident that it will also store all the history of interactions between them and your company.

Thus, for example, the salesperson can better prepare for a negotiation, avoiding repeating matters that have already been dealt with at another time and moving forward in the sales process.

The Agent has a powerful tool for you to keep a detailed history of all the contacts you made with the customer:

Thus, the seller has several advantages, such as:

  • Know all the details of what was handled with the customer, avoiding giving wrong information;
  • Safely proceed with a negotiation or customer service, simply by reading the latest history information;
  • Analyze histories of similar customers, to know what worked and what to avoid in this negotiation;
  • Automatically publish exchanged emails. See how this functionality works:

9 – Smart Activity Flow

A quality CRM system gives you access to an intelligent flow of activities, capable of optimizing the work routine of sales professionals.

That is, the software suggests which tasks the salesperson should perform next, based on the ones he has already completed. This ensures greater flexibility in the process and prevents certain important actions from being neglected, such as follow-up.

Check out how this works in Scheduler:

10 – Creation of visitation routes

In the case of external sales, the CRM tool can also be used to create visitation routes.

This means that the platform will show the seller where customers are geographically located and allow them to plan the best route so they can visit all of them.

Thus, with a tour guide in the palm of your hand, the seller optimizes his time.

For this to work properly, it is essential that the CRM has a mobile version.

11 – Offline access

A good online CRM tool should also be accessible even when there is no internet connection.

If the salesperson works with external sales, for example, and needs to access the CRM platform from a location with a low connection, this should not be a problem; he just needs to access in offline mode and, as soon as he manages to restore the internet signal, the changes will be saved automatically.

12 – Cloud computing

Cloud computing is another feature worth noting. All data stored on the CRM platform is securely hosted in the cloud, and can be accessed from anywhere and anytime.

13 – Complete reports

You can also use the CRM tool to have access to complete and updated reports in real time.

This allows for more accurate tracking of each lead or customer. In addition to the performance of the business as a whole and of the sellers as well.

The Agenda provides the most varied types of reports that you can view with the help of graphics that make their interpretation much easier, check out:

14 – Analysis of performance indicators

The CRM tool also gives you access to the main performance indicators so that you can monitor the performance of your employees and promote the necessary improvements in the commercial sector.

See some of the indicators that you can follow with the Scheduler:

Conclusion: technology is a great ally in customer relationships

Developing a solid, long-term relationship with your customers is not an easy task. It takes a lot of work, dedication and a very well trained and engaged sales team.

However, investing in a good CRM tool can make things a little easier.

Look for a platform that is simple, intuitive and easy to adhere to and put the customer at the center of sales strategies.