CRM software consolidates customer information into a single CRM database so business owners can more easily access and manage it. A CRM for the SMB market automates customer engagement giving business owners the ability to automate marketing and track performance.
Key features of a CRM system include:
- Customer Information: The CRM system captures all details of a customers engagement with the business in a single place, so a business owner can create lists and sort through groups of customers, and engage with any individual customer with all of the data pertaining to the specific customer available at their fingertips.
- Marketing automation: A CRM tool with marketing automation capabilities can automate repetitive tasks to enhance marketing efforts to customers at different points in the lifecycle. For example, a new first-time customer, needs to become a repeat visitor before becoming a loyal customer, the system might automatically send them marketing offers, typically via SMS text, email or social media, with the goal of turning a lead into a full-fledged fan of the business.