intelligent
// EDITOR ’ S QUESTION ?
SIMON JOHNSON , GENERAL MANAGER , UK AND IRELAND , FRESHWORKS
A small business CRM is a software solution designed for growing businesses to organise and maintain their customer data in a single location . Unlike bulky enterprise CRM solutions , small business software is easy to set up , simple to use and has functionalities designed to support business growth .
For SMEs to get the most out of their CRM system , they need to set clearly defined business objectives and select a CRM tool that will best help the business meet its targets . CRM software allows sales teams to focus on maximum productivity and selling by minimising data entry and automating manual processes .
Providing its customers with a speedy and hassle-free experience is key for any ambitious SME . Business owners certainly don ’ t want to miss out on converting their website visitors when they are trying to expand their company , so live chat is an indispensable sales tool on a business website . This is where an integrated
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THE RIGHT
CRM TOOL SHOULD ACT AS AN EXTENSION OF THE BUSINESS ’ S SALES TEAM .
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BUYER
CONTEXT IS ANOTHER VERY IMPORTANT ASPECT FOR SMES HOPING TO THRIVE IN THE CURRENT MARKET .
CRM system is crucial as it helps those within the business converse with website visitors directly from the CRM , without having to switch between two applications . All customer data can be captured to help build a profile within the CRM system .
Buyer context is another very important aspect for SMEs hoping to thrive in the current market . One of the main reasons for sales conversations failing is when the sales team doesn ’ t have insight into its buyer ’ s behaviour .
So , increasing knowledge of the lead ’ s interest in the business helps to enrich the customer profile and provide greater insights into their buying behaviour .
The right CRM tool should act as an extension of the business ’ s sales team , helping to build a comprehensive view of the customer and support in converting into sales leads . As a business grows , having a CRM partner is essential . �
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PROVIDING ITS CUSTOMERS WITH A SPEEDY AND HASSLE- FREE EXPERIENCE IS KEY FOR ANY AMBITIOUS SME .
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