With cloud-based everything dominating the tech-world landscape these days, it’s reasonable to consider the pros and cons of migrating to a cloud based CRM system. However, before you start exploring the nuances of cloud-based CRM, keep in mind the most important question of all: Will cloud-based CRM systems improve your customer experience?
If you’re not familiar with cloud computing, it is basically just a metaphor, or different way of saying that a company’s data and programs are stored and accessed through the internet.
The Benefits of the cloud based CRM
Companies are enjoying the advantages that services on the cloud offer, including lower costs (typically, depending on size); improved agility; the ability to scale up or down rapidly and the flexibility to use the cloud for remote workforces.
However, not all businesses are well-suited to cloud-based CRM solutions. Some of the key things to consider include:
- Ensure that the cost advantages translate if the organization is at a certain capacity or already has invested in IT infrastructure and systems.
- Company’s that require more control over their databases, may prefer on-premise systems. In addition, companies requiring high-levels of security may need to house all data internally.
- Some company’s simply prefer to have direct control over the details of their business decisions and specifics of a program;
Supporting the customer is the key to CRM Success
A cloud based CRM assists in customer services by streamlining customer’s data, allowing customer service reps to keep track of information, and better service customers through knowledge of the customer’s history.
Cloud-based CRM systems allow companies to use the benefits of the cloud for CRM services – this is especially helpful for companies that must scale up or down quickly, have a remote workforce, and/or rely on CRM social space tools.
Perhaps the most beneficial aspect of cloud based CRM programs is that it shifts the customer relationship from being reactive to one that is proactive. Instead of simply interacting with customers at moments when they call to seek a solution or solve an issue, a well-managed CRM program puts the company in control. By having a database of a customer’s information and history, companies can instead reach out to customers early in the process (such as after the sale or service has been initiated) to monitor satisfaction, address any questions, and assist in any concerns before the customer becomes frustrated and is forced to call the company.
Don’t Put the cloud based CRM Cart before the Horse
As we mentioned in the beginning of this article, it’s clear that your company will have some questions and considerations before deciding if a cloud based CRM deployment is best for your business. Fundamentally the key question must focus on how a CRM system will improve your company’s customer experience. However, as with any new tool that you introduce to your customer service team, proper training is paramount to successful implementation and increased customer satisfaction.
How ProAptivity can help with your cloud based CRM solution.
ProAptivity are an independent CRM solutions provider. We focus on the implementation, training, and support of highly customised CRM software solutions. Our CRM software supported by our sales training provide customers with the tools needed to deliver successful sales process management.
Fundamentally, we help organisations embed CRM best practice throughout their organisation. This helps organisations become more competitive, customer focused and ultimately more profitable.
If you need help in understanding why my business needs CRM, maybe some of our video’s or eBooks could help! Alternatively visit Maximizer CRM for more information. You can contact us today on 0330 223 6362 or via email at info@proaptivity.com. Contact us today for a free CRM consultation that will assess if your business is CRM ready.
