With the health crisis of Covid-19, the CRM showed all its value. The rise of teleworking has required the implementation or reinforcement of certain practices, a good part of which has been facilitated by this tool, which is not lacking in attractiveness in times of crisis.
Maintain team cohesion
The first added value of CRM in times of crisis is keeping in touch, both within a team and with customers. Thanks to CRM, sales people remain active even if their movements are restricted. Management of reminders, integration of proposals addressed to customers and prospects, extraction of contacts and dispatch of emailing in conquest, routing of newsletters … The list of possibilities offered by CRM is long. These tools are a real plus to keep a good dynamic despite the distance.
In times of confinement, CRM is also a great way to animate the sales force. The information circulates in real time and allows a much more satisfying interaction than traditional email exchanges. Messages and photos are published instantaneously, communication is not interrupted.
Anticipate the times to come
Holding out in times of crisis also means being able to project yourself and anticipate the recovery. Considering that, CRM has many advantages. It provides companies with information about the state of their customers and enables sales staff to know which activities will be restarting quickly and what the needs of market players are. This type of software offers a precise evaluation of needs despite the context. As a tool for monitoring customer relations, CRM helps to detect companies in difficulty and sorts through the customer portfolio, which makes it possible to offer support to some, depending on the level of relationship maintained and the potential, or even to return to former customers to offer them projects.
Finally, it’s important to remember that in order to fully exploit the potential of your CRM, you will need to pay special attention to your data strategy. Indeed, without data, no CRM. Similarly, it is important to note that first party data is very important in this period where new regulations are limiting customer knowledge.
