In the competitive world of business, each customer can be crucial to 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 However, many entrepreneurs still manage customer relationships through manual methods or outdated spreadsheets.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 growth potential. According to the CX Accelerator report by Zendesk, 64% of companies believe that customer service has a direct impact on the business.
Implementing a Customer Relationship Management (CRM) – popularized in recent months – represents a real solution to centralize operations, optimize processes, and boost sales. Companies that adopt these tools experience significant increases in efficiency, sales, and quality of customer service, making them truly decisive for success.
The impact of CRM on the growth of small businesses
- Increase in Sales: companies using a CRM report up to 29% growth in sales, directly reflecting in higher revenue and business expansion.
- Improved Customer Service: for 74% of companies, adopting a CRM significantly enhances customer relationships, increasing levels of loyalty and satisfaction.
- Operational Efficiency: with a CRM, 73% of companies observe improved efficiency, freeing up time for strategic activities focused on growth.
These Finance Online data reveal that adopting a CRM is not just a competitive advantage, but a necessity for small businesses looking to thrive in an ever-changing business environment.
Integration with customer service: a strategic differential
Lately, with recent innovations, CRM has exceeded traditional benefits. In Brazil, WhatsApp is one of the main communication channels for small and medium-sized businesses, used by more than 70% of them, according to Sebrae, for interactions with customers, making the system integration with the social network generate competitive advantages. These include quick access to customer history, enabling faster and customized responses – increasing conversion chances.
Furthermore, this strategy can boost sales. This is because, by applying agility in WhatsApp service and combining centralized information in CRM, the customer experience is optimized, favoring business closure.
The risks of not using a CRM
CRM has become so relevant that the lack of adoption can generate risks for small businesses. Among them, loss of sales and potential customers, as well as efficiency and rework generated by duplicated tasks, limiting efficiency. It can also result in a reduction in the quality of service and personalization – decisive factors in the current market – which consequently leads to dissatisfied customers and higher churn rates.
Transformation tool
Implementing a suitable CRM allows small businesses to centralize information and automate processes. With a 360-degree view of the customer, the business can offer consistent and personalized service through different channels to strengthen relationships and increase loyalty.
Failing to invest in the resource means giving up growth. The future of businesses depends on the ability to effectively manage customer relationships, and companies that recognize this need will be better positioned to stand out in the corporate landscape
