In the competitive business world, every customer can be decisive for the success of small businesses. However, many entrepreneurs still manage customer relationships through manual methods or outdated spreadsheets.This not only compromises efficiency, but also limits the potential for growth. According to the report CX Accelerator, Zendesk, 64% of companies consider that customer service has a direct impact on the business.
The implementation of a Customer Relationship Management (CRM) or customer relationship management popularIZED in recent months, represents a real solution to centralize operations, optimize processes and boost sales. Companies that adopt these tools record significant increases in efficiency, sales and quality in customer service, making them literally decisive for success.
The impact of CRM on small business growth
- Increased Sales: companies using a CRM report growth of up to 29% in sales, directly reflecting higher revenue and business expansion.
- Improvement in Customer Service: for 74% companies, the adoption of a CRM significantly improves customer relations, increasing loyalty and satisfaction levels.
- Operational Efficiency: with a CRM, 73% of companies see greater efficiency, freeing up time for strategic growth-oriented activities.
This data from Finance Online reveals that adopting a CRM is not only a competitive advantage, but a necessity for small businesses looking to thrive in an ever-changing business environment.
Integration with the service: a strategic differential
Lately, with recent innovations, CRM has surpassed traditional benefits.In Brazil, WhatsApp is one of the main communication channels for small and medium-sized companies, being used by more than 70% of them, according to Sebrae, for interactions with customers, making the integration of the system with the social network generate competitive advantages. These include quick access to customer history, which enables faster and more customized responses & increases the chances of conversion.
In addition, this strategy is able to boost sales.This is because, applying agility in service via WhatsApp and combining with centralized information in CRM, the customer experience is optimized, causing the closing of business to be favored.
The risks of not using a CRM
CRM has become so relevant that the lack of adoption is able to generate risks to small companies. Among them, the loss of sales and potential customers, in addition to efficiency and rework generated by performing duplicate tasks, which limit efficiency. It can also result in reducing the quality of service and customization decisive factors in the current market -, which, consequently, leads to dissatisfied customers and higher churn rate.
Transformation tool
The implementation of a suitable CRM allows small businesses to centralize information and automate processes. With a 360-degree view of the customer, the business can offer a consistent and personalized service through different channels to strengthen relationships and increase loyalty.
Stopping investing in the resource means giving up growth. The future of business depends on the ability to effectively manage customer relationships, and companies that recognize this need will be better positioned to excel in the corporate landscape
