CRM Functions in Pre-sale and Post-sale

CRM (Customer Relationship Management) refers to managing relationships with customers. For both sales and marketing, one must have knowledge of all the aspects that surround the business: potential clients, questions, portfolio clients, sales, feedback, relationships, needs, etc. All that knowledge is useful to know how a CRM system works. The basic CRM workflow is: 

• Start marketing.
• Sales process.
• Planned orders and quotes.
• Provide care service.

The basis of CRM is workflow management. The “protagonists” of the workflow are the clients. At the beginning of the process, the protagonist can be anyone, since they include people who are the public target of your product but with whom they have not even spoken yet. 

How a CRM works in Presales 

The process begins with a lead: the name of someone you think you can sell something to. Once the lead data has been recorded in the CRM system, the software will guide you through the sales process. Therefore, it is the CRM system that will remind you to call someone at a pre-established time. Every time you interact with a customer, you'll record this fact in the CRM system so that when you deal with that person again (or if someone else interacts with the same customer), there's an accurate record of what was said and what was said. the actions that have been carried out. At the same time, the CRM system is a repository for documents, calls and messages. When an interaction with a customer is required, by acting on the interaction from within the CRM system itself (letting you send an email or initiate a phone call), you get instant, automated tracking of interactions. By having the documents stored within your CRM software (or by having links pointing to external items such as product data sheets or quotes you've submitted), you'll have all the information you need at the click of a button to resume a conversation with the customer. 

How does a CRM work in After Sales

Once the customer has been acquired, the function of the CRM system changes to a post-sales environment. However, the concepts remain the same, as those used in the pre-sale phase are relevant to post-sale operations. In this phase, the CRM will record, for example, the emails sent by customers and the responses we offer them. The document repository will grow, but this time with invoices and loyalty offers instead of simple budgets. The CRM system in its most basic form, therefore, is a workflow planner that can be integrated with personal information and communication mechanisms within the organization. 

Summary of CRM operation

CRM is the art of keeping track of the relationship between the employees of your company and the people to whom you sell your products and services. The more you can automate this task, the more reliable (and less susceptible to error) your customer interaction process will be. The ideal CRM system will integrate with as many elements of your company's infrastructure as possible. And you'll build on them to implement the workflow processes needed to maintain effective customer interaction. 

If you want to know more about CRM do not hesitate to contact us.