“I’m not seeing results.” This is a common phrase in the market from clients looking to take their first steps in the world of digital marketing. However, without the initial preparation that serves as a foundation for perfectly demonstrating the results delivered by professionals in this field, it becomes difficult to produce 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 simple and requires investment in a tool that will be the key piece for these objectives: CRM (Client Relationship Management).
Although it’s still closely associated with achieving goals, many forget or don’t understand that marketing can have multiple objectives. For example, it’s 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 track lead arrivals and guide them on a journey tailored to their profile, there’s a significant risk of losing data regarding the reason for churn, as well as a lack of control over sales team performance.
Avoiding these pitfalls, companies can leverage the tools provided by a customer management system (CRM) to leverage conversational marketing, adopting real-time conversations as a core strategy for engaging leads and guiding them through each stage of the buying journey. This allows companies and their teams to create genuine and engaging experiences with an empathetic and personal touch, strengthening connections with their customers.
This need has been recognized in the market since the 20th century, when CRMs were first implemented manually through Rolodexes, a paper contact list. In 1987, however, the first software similar to the CRMs available today entered the market, called “ACT!”. The point to be highlighted here is the perceived need for such a tool within the digital world since the last century.
Today, according to a study conducted by Nucleus Research, which seeks 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’re talking about an 800% return—meaning the money invested in hiring one of these applications pays for itself and, additionally, generates profits for 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 will not only become loyal to the brand, but will also organically recommend it to many others. And, if your company wants to avoid losing ground to the competition and understand your customers’ journey precisely to convert them into a memorable experience, using CRM will no longer represent a technological cost, but rather a long-term investment that will be essential to constantly boost your sales, profitability, and prominence in the industry.
