"I'm not seeing results." This is a very common phrase in the market spoken by clients who are taking their first steps into the world of digital marketing, but without the initial preparation that serves as a foundation to perfectly demonstrate the delivery of results from the professionals in this field, it becomes difficult to prepare reports.
Achieving these effective results in itself is not something complex, the problem, in fact, lies in collecting data to present numbers that can support the perception of the work, which is not something simple and requires investment in a tool that will be the key piece for these objectives: CRM (Client Relationship Management).
Although still strongly associated with achieving goals, many forget or do not understand that marketing can have multiple objectives, such as being commonly used by small and medium-sized businesses solely for lead generation. However, when this process is conducted directly on certain platforms without the support of robust tools that manage lead arrival and guide them through a journey aligned with their profile, there is a significant risk of losing data related to the reason for exit, as well as a lack of control over the sales team's performance.
By avoiding these losses through the use of tools provided by the customer management system, known as CRM, companies have the opportunity to work with conversational marketing, aiming to adopt real-time conversations as a central strategy to engage their leads and guide them through each stage of the buying journey. Thus, the company and its team can create genuine and engaging experiences, with an empathetic and close touch, strengthening connections with their consumers.
This need has been recognized in the market since the 20th century, when CRMs were first implemented manually through the Rolodex, a paper contact list. However, in 1987, the first software similar to the CRMs available today was introduced to the market, named "ACT!". The point to be highlighted here is the observed need for such an artifice within the digital realm since the last century.
Today, according to a study conducted by Nucleus Research, which aims to provide research related to ROI (Return on Investment), it was found that for every dollar invested in a CRM, eight are returned to the company. We are talking about an 800% return – that is, the money invested in hiring one of these apps pays for itself and additionally brings profits to the company.
However, even in the face of this indisputable fact and so many international enterprises that already incorporate CRM into their routines, many companies are still reluctant to invest in a tool that has been on the market for almost four decades and, as a result, in addition to losing potential customers, they will also lose data related to the treatment of these customers.leads, as well as their reasons for withdrawal.
A satisfied customer is not only likely to become loyal to the brand but also to recommend it organically to many other people. And if your company does not want to lose ground to the competition and understand exactly the journey of your consumers to turn them into a memorable experience, turning to CRM will no longer be a technological cost but rather a long-term investment that will be essential to constantly boost your sales, profitability, and prominence in the sector.
