Customer Relationship Management (CRM) is a technology that manages the customer interactions and enhances stronger relationships. CRM is a tool which acts as a central repository that brings together the sales, marketing, customer service activities and streamlines the business processes in an effective fashion.
What is a CRM module?
The Modules in CRM platform are elements that work seamlessly together that are responsible for superior work flow pertinent to the organizational goals. A good CRM system possesses some of the basic modules needed for the effective functioning and to serve the purpose of CRM as a whole. Some of the important modules of CRM are given below:
Marketing:
The marketing module helps in streamlining the overall marketing activities of the firm. The basic purpose of marketing is to promote the company’s offerings to its competitors. In order to do so effectively, companies carry out campaigns, create a marketing list, send newsletters etc. CRM helps you to organize the campaigns, segregate the marketing list and provides deeper insights on the performance of the campaigns. You can effectively plan your marketing efforts and dollars based on the insights gathered from the CRM system. This module helps you to efficiently plan your marketing activities that will yield the maximum benefits for the firm.
Sales:
Sales module is an essential part of any CRM system. With the sales module, you can have an understanding of your leads and opportunities. The business can analyze the performance of each sales using performance dashboards and can take necessary action whenever there is a drop in the performance. With the sales data in your system, you will be able to track your revenues and you can easily manage the entire sales process by evaluating the sales pipeline and sales stages. The entire sales cycle can be efficiently handled with the help of the sales module in your CRM system.
Leads:
The business should keep track of the leads that enter through the marketing channels. Identifying the leads, nurturing them and converting them into customers are vital for the growth of the business. Whenever leads pour in, the CRM system captures the complete information of the leads. It also provides you with different views on the status of the leads. The firm can analyze how the leads are progressing and can strategize ways on how to move them to the next stage in the funnel. You can reap the maximum benefits in converting the leads using this module.
Reports:
The reports in the CRM system present you with reports of varied categories in one centralized place. The employees from different departments can view the reports and make decisions based on them. The interesting thing about the report module is that you can create customized reports favorable to your understanding. The reports section helps you to analyze the data being presented and evaluate them with your benchmark.
Support:
The support module in CRM is a very useful module, as every business should focus on its customer service which is a key to customer retention. The module tracks the complaints or issues in the form of tickets and logs it in your system. These tickets are further assigned to the respective departments to resolve the issue. The issues may be related to any technicality, billing, payments or any kind of refunds. After the issues are resolved, the tickets will be closed successfully by the system.
Activities:
The activities module is a vital tool for day to day business operations. The business can keep track of the conversations made with the customers, the tasks being assigned, the reminders, the important appointments, scheduled meetings.,etc. The activity related to the customer reflects in your main dashboard, so that you can never miss out on an appointment or a schedule.
Workflow:
The workflow module automates the entire process inside your CRM system. If a new opportunity flows in, you can set an automated workflow wherein the opportunity will be assigned to the particular sales head to pursue the needs and cater to the interest of the opportunity. You can set up triggers in your workflow automation and can also set if/else conditions based on how you want the flow to be generated.
Apps marketplace:
The apps marketplace in CRM helps you to connect with different applications needed for your business. You can connect with facebook, Justdial, sulekha and many more applications through your CRM system that integrates with connectors. This way, you can collect leads from all these sources to your CRM system. You will have all the leads in one centralized location. You can effectively engage in interesting leads and convert them into customers.
Third party integration:
CRM has many third party integrations which feeds the needs of the businesses. Each business will have its own set of requirements and these integrations help in leveraging the workflow in a smooth and efficient fashion. Most of the CRM has almost 50+ third party integrations which acts as an add ons for effective functioning of the business processes.
Documentation:
Documentation module helps in reducing the tedious gruesome act of documenting and transferring those documents from one place to another. CRM is a central repository of documents and all the content that you need. CRM puts all the documents and images in one single place allowing for easy access by the employees from anywhere, anytime.
Analytics:
The analytics module plays a major role in the CRM system. CRM acts as a central place for data analytics which helps in smooth transformation of information from one department to another. With effective data analysis in one place, you can effectively make decisions, plan your sales campaigns and strategize the workflow in a prodigious fashion.
Conclusion:
These modules market CRM. The modules work in accordance with the CRM system which acts as a wholesome software for the businesses. The business can effectively streamline their business processes with the help of the CRM modules. Before investing in a CRM system, you need to make sure that you have all the essential modules needed for the performance of your company. CRM is an indispensable tool with all these modules working together in order to excel your business operations.
