What is a CRM System: Understanding Why Businesses Need Them.

Every day, you communicate with your customers via email, phone, social media, and in-person meetings. Keeping track of all these interactions can be very stressful and difficult to track for your team and team leaders.

CRMs were invented to help with this. So, what exactly is a CRM system, and why is it so vital for KSA businesses?

A CRM system is not a luxury—it’s a requirement. It’s the tool that helps you maintain solid customer relationships, organize your team, and expand your business.

A CRM system helps you remain ahead of the competition by centralizing your customer data, automating regular operations, and giving actionable insights.

What is a CRM System?

A Customer Relationship Management (CRM) system is essentially a digital platform that allows you to track and record every type of encounter you have with your leads and customers.

CRM systems are also a powerful tool for managing and analysing client interactions throughout their entire relationship with your company.

Think of it as the foundation of your client experience. It stores all of your client data in one place, including names, contact information, communication history, and even social network accounts. But it does not end there. A CRM also enables you to monitor sales, create marketing initiatives, and provide excellent customer service.

Why Should You Care about CRM?

You may be wondering, “Why do I actually need a CRM system? “Can’t I just keep track of my client details in excel?”

Yes, you could try.

However, as your business grows, so will the complexity of tracking and monitoring customer interactions.

Here’s why a CRM system is a game changer:

1. Centralised Information:

All of your customer information will be saved in one place at your team’s fingertips – well organised and easy to access. No sifting through old emails or trying to remember who you spoke with last week. A CRM system keeps everything in one place, making your life way easier.

2. Improved Customer Relationships:

A CRM will help you get to know your clients really well. This allows you to create a more personalized experience – whether it’s through marketing or customer service interactions. A CRM system allows you to keep track of every interaction so that you can follow up at the appropriate moment with the proper message. This level of attention to detail fosters trust and loyalty, transforming one-time purchases into long-term customers.

3. Efficiency:

The daily running of any business requires a lot of boring tasks. A CRM system can automate processes like sending follow-up emails, organizing meetings, and updating client records. This allows your team to devote more time to what is most important: building relationships with your clients and selling more.

4. Increased Sales Performance:

A solid CRM system is like having a sales coach.

It allows you to track leads, manage your pipeline, and make sure that no leads are left unfollowed. Your sales team will be able to close deals more quickly and effectively. They will also have improved visibility of where each customer is in their buying cycle and can therefore follow up accordingly.

5. Smarter Marketing:

A CRM system can help you run more successful marketing campaigns. It provides insights on customer behaviour and preferences, allowing you to tailor your marketing efforts to their preferences. You can also monitor progress in real time and make adjustments as required.

6. Data Driven Decisions:

Guessing is not a valid business strategy. A good CRM system (like HubSpot) allows you to track data and provides dashboards with statistics and reports that help you make decisions about sales and marketing in two shakes of a lamb’s tail. This allows you to make speedy, well-informed decisions based on actual data.

7. Scalability:

Your CRM system will evolve with your business. It is therefore key to pick a CRM that is easy to extend, and integrate with other parts of your business. HubSpot is great at this and is definitely worth a look if you’re looking for your first CRM.

Looking for a great CRM System? Book a HubSpot Demo to understand how it can integrate with your business and improve your processes.
Book a Call with Ali here