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Top features to consider in a CRM System

Top features to consider in a CRM System

By: Ciopages Staff Writer

Updated on: Feb 25, 2023

Top features to consider in a CRM System: CRM Software has evolved in the recent years, driven by cloud, social, mobile and analytics, and perhaps most importantly a focus on user experience. CRM Systems transformation is not an easy decision and is fraught with challenges in large firms with legacy systems galore. However, assuming you’ve decided to make the leap to replace your CRM system and transform your CRM processes, what are the key features to look for? Here is a list of top features to consider in a CRM System. Obviously, not all features will be important for your enterprise, based on business and sales models, types of customers, and the nature of transactions. Feel free to add, prune or modify and use these top features to shortlist your vendors.

Top features to consider in a CRM System

  • 360-degree client profile:

    Today’s consumers expect that organizations will communicate with them appropriately regardless of the channel involved: mobile, in-store, email or web. A 360-degree client profile provides a holistic view of customer engagement.

  • Account Management

    ABM, or Account Based Marketing, is the wave of the future; providing corporations a realistic way to micro-target information to consumers based on specific needs identified in their accounts.

  • Approvals and Escalations

    Allow cross-functional teams to work together with ease by creating approval workflows. Keep customers satisfied easily with the ability to quickly escalate their requests to a sales representative who can solve their problems appropriately.

  • Client interaction history

    Client interaction history provides customer service representatives and marketers access to a quick view of emails and text messages that clients have received as well as any type of web or social engagement that has occurred with the organization.

  • Configurable workflow

    Moving through a configurable workflow allows for more complex communication tasks such as multi-step contract approvals, detailed sales analysis or deeper-dive integrations.

  • Contact Management

    Sales management and contact management converge in a true CRM solution. Track highly detailed customer profiles including purchase history, communication preferences, interest levels, engagement metrics and even in-depth personal information.

  • Customer Segmentation

    Analyze broad cross-sections of customers to determine appropriate messaging and sales techniques. Create customer personas that will allow you to customize the customer journey to the highest degree.

  • Document management

    Manage documents, revisions and history and route documents along with a workflow with the highly sophisticated document management capabilities that are available in CRM solutions today.

  • Email features

    Email is a primary method of communication in the business world today, and providing integration with major email tools makes a CRM solution that much more valuable. Kick of workflows via email or send tasks to others – or simply use email to record a solution to a specific customer record.

  • Event Tracking and Notifications

    Keep your sales team ready to jump on warm leads by creating proactive workflows that trigger when specific events are tracked via web properties or emails. Event tracking and notifications can prompt a sales representative to make a call when customers visit a specific web page or fill out forms.

  • Groups and householding

    Creating logical groups of customers based on their interests can be much simpler than tying together members of a household. However, accurate householding allows your sales team to identify comprehensive needs for the entire family.

  • Lead Management

    Nurturing leads is both a science and an art form, and solid lead management strategy allows for new lead generation, customer inquiry and capture, grading of each record and ultimately direct contact with the customer.

  • Opportunity Management

    Check your sales pipeline to quickly and easily target the activities that are resulting in the highest percentage of wins for your organization. The enhanced insight that opportunity management and sales funnels provide to your team will let them focus on the opportunities that matter the most.

  • Price catalog

    Create dynamic product pricing lists through price catalog tools. Keep pricing consistent across channels by centralizing the dissemination of pricing information.

  • Product and Service Catalog

    Product and service catalogs allow you to showcase your offerings to the world. Like the price catalog, having a centralized repository for products and services allows you to consolidate and add consistency across the organization.

  • Quote and order generation

    Create customer-facing web forms or allow your customer service representatives to fill them out to capture customer needs. Many enterprise-level CRM solutions integrate tightly with third-party applications for order fulfillment.

  • Referral management

    Referrals and word-of-mouth are some of the best marketing tools available, so providing your clients with a way to refer their friends and be rewarded can pay off in exceptional sales growth.

  • Role-based Access, Authentication, and Provisioning

    Keep customer information secure and your databases pristine by selecting a CRM solution with role-based access, authentication, and provisioning. Marketing teams are unlikely to need access to accounting modules with sensitive information; while accounting could easily become lost in a complex sales funnel. Role-based access allows teams to see only the information they need to perform relevant tasks.

  • Role-based and customizable dashboards and views

    Provide actionable metrics for each team by defining role-based and customizable dashboards and views. Allow your sales team direct access to their funnels, while customer service representatives may be greeted by details of follow-ups needed for the day.

  • Sales Campaign management

    Gain high-level insight into your sales funnels with campaign management. Define step-by-step campaigns that allow you to score leads based on their engagement levels and micro-target leads before they get off-track.

  • Sales Data Mining

    Explore nuggets of information from your sales data that could point to differentiating factors that your team has yet to identify. When your CRM solution allows you to dive deep into your sales data, surprising insights can occur.

  • Sales Forecasting

    Sales forecasting allows you to match opportunities with a time period so you can more accurately plan for coverage levels and budgets. Complex CRM solutions may allow you to shift the sales funnel during a short period of time to compress opportunities for faster revenue recognition.

  • Sales Reports – Out of the box, configurable and customized

    While out-of-the-box sales reports may be good at a high level, seldom are they enough to provide your teams with the information that they need to optimize opportunities. Configurable and customized reporting provides a variety of ways to gain the insight needed to enhance the sales cycle.

  • Task and Activity Management

    Keep sales opportunities flowing in the right direction with proactive task and activity management. From dashboards that provide buckets of work in progress to quick-view metrics, task and activity management is an important piece of any CRM solution.

  • Territory management

    Easily track sales opportunities by territory, flowing details down to the correct individual for following and closing the cycle with active territory management. Reporting KPIs by territory and salesperson is much more streamlined with a correctly configured CRM solution.

  • VOIP features

    Integrate “Call me now” features from your website or mobile app straight through to your CRM solution to allow customer service representatives instant access to critical customer details. VoIP integration provides a more personal and customizable customer journey for your CRM solution.

Licensing Options:

We keep the licensing options – clean and straightforward.

Individual License: Where we offer an individual license, you can use the deliverable for personal use. You pay only once for using the deliverable forever. You are entitled any new updates within 12 months.

Enterprise License: If you are representing a company, irrespective of size, and intend to use the deliverables as a part of your enterprise transformation, the enterprise license is applicable in your situation. You pay only once for using the deliverable forever. You are entitled any new updates within 12 months.

Consultancy License: A consulting or professional services or IT services company that intends to use the deliverables for their client work need to pay the consultancy license fee. You pay only once for using the deliverable forever. You are entitled any new updates within 12 months.

Product FAQs:

Can I see a Sample Deliverable?

We are sorry, but we cannot send or show sample deliverables. There are two reasons: A) The deliverables are our intellectual property, and we cannot share the same. B) While you may be a genuine buyer, our experience in the past has not been great with too many browsers and not many buyers. We believe the depth of the information in the product description and the snippets we provide are sufficient to understand the scope and quality of our products.

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We process each transaction manually and hence, processing a deliverable may take anywhere from a few minutes to up to a day. The reason is to ensure appropriate licensing and also validating the deliverables.

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Your best bet is to log in to the portal and download the products from the included links. The links do not expire.

Are there any restrictions on Downloads?

Yes. You can only download the products three times. We believe that is sufficient for any genuine usage situation. Of course, once you download, you can save electronic copies to your computer or a cloud drive.

Can I share or sell the deliverables with anyone?

You can share the deliverables within a company for proper use. You cannot share the deliverables outside your company. Selling or giving away free is prohibited, as well.

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Not generally. Compared to our professional services fee, the price of our products is a fraction of what we charge for custom work. Hence, our business model does not support pre-sales support.

Do you offer orientation or support to understand and use your deliverables?

Yes, for a separate fee. You can hire our consultants for remote help and in some cases for onsite assistance. Please Contact Us.

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