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OR SMES TO optimise
F workflows and ensure sustainable growth , it is crucial they employ strategies that can support their journey . One such strategy is customer relationship management ( CRM ) that helps businesses manage interactions and relationships with external contacts , including prospective leads and existing customers . It is a crucial strategy for SMEs , attributed as being one of the fastest ways to accelerate growth , often leading to high quality customer service and increased revenues via higher sales . But how can SMEs execute the goals included in a CRM strategy ? One of the methods to properly implement the strategy in a company is to choose the right tools , including dedicated CRM software . This will allow the company ’ s goals to be transferred from the strategic level to the tactical and operational levels . So before
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deciding on particular CRM software , it is crucial SMEs have a clear understanding of how they wish to utilise the system . Even with the high success rates accompanying CRM implementation , the software will be relatively meaningless unless used appropriately . It is therefore crucial for SMEs to outline their goals , identify customers and grasp their customers ’ journeys before developing their strategy and turning it into tangible actions through CRM platforms .
The first step is to have a consolidated understanding of the ideal customer and define their needs . This can be achieved through establishing customer profiles or creating a target market overview to ensure successful marketing campaigns . Remember that the customer is always a person and each needs an individual relation and dedicated offer . CRM , as a tool , should answer a question ‘ what is the client ’ s story and what is our relationship with them ?’
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“ ULTIMATELY , THE AIM OF A CRM STRATEGY IS TO DRIVE THE GROWTH OF BOTH SALES AND REVENUE THROUGH THE ATTRACTION OF NEW CUSTOMERS AND THE RETENTION OF EXISTING ONES .
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Intelligent SME . tech |
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