In the competitive world of business, each 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 However, many entrepreneurs still manage customer relationships through manual methods or outdated spreadsheets.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 growth potential. According to the CX Accelerator report, from Zendesk, 64% of companies believe 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 report significant increases in efficiency, sales and quality in customer service, making them be, literally, decisive for success.
The impact of CRM on the growth of small businesses
- Increase in Salescompanies that use a CRM report growth of up to 29% in sales, reflecting directly in higher revenue and business expansion
- Improvement in Customer Servicefor 74% of companies, the adoption of a CRM significantly improves the relationship with customers, raising levels of loyalty and satisfaction
- Operational Efficiencywith a CRM, 73% of companies observe greater efficiency, freeing up time for strategic activities focused on growth
This data from Finance Online reveals that the adoption of a CRM is not just a competitive advantage, but another necessity for small businesses that want to thrive in a constantly changing business environment
Integration with customer service: a strategic differentiator
Lately, with the recent innovations, CRM has surpassed traditional benefits. In Brazil, WhatsApp is one of the main communication channels for small and medium-sized enterprises, being used by more than 70% of them, according to Sebrae, for interactions with clients, making the system's integration with the social network generate competitive advantages. Ці, include quick access to the customer history, that enables faster and customized responses – what increases the chances of conversion
Furthermore, this strategy is capable of boosting sales. Це тому що, applying agility in service via WhatsApp and combining it with centralized information in the CRM, the customer experience is optimized, making it easier for business closures to be favored.
The risks of not using a CRM
CRM has become so relevant that the lack of adoption can pose risks to small businesses. Among them, the loss of sales and potential customers, besides the efficiency and the rework generated by the execution of duplicated tasks, that limit efficiency. It may still result in a reduction in the quality of service and personalization – decisive factors in the current market -, what, as a consequence, leads to dissatisfied customers and higher churn rate.
Transformation tool
The implementation of an appropriate CRM allows small businesses to centralize information and automate processes. With a 360-degree view of the customer, the business is able to provide consistent and personalized service through different channels to strengthen relationships and increase loyalty.
Stopping investment in resources means giving up growth. The future of business depends on the ability to effectively manage customer relationships, and the companies that recognize this need will be better positioned to stand out in the corporate landscape
