Boosting ROI with Web-Based CRM Tools

A cost-effective CRM solution can be just the thing to boost your ROI. A small business CRM needs to be implemented quickly, well planned and aimed at your target customers to be effective. The CRM tools that you choose will also depend on the CRM path that you take. Well you buy a CRM software package or use a web-based CRM service? The good news is, both will boost your ROI.

A web-based CRM can:

• Cuts technology costs. Is incredibly inexpensive at about $45/month/user and offers a cost-effective CRM solution for all business budgets.
• Quick implementation. Getting started takes about 30 minutes, provides full customer support, and usually offers a free training program and unlimited support as part of your monthly fee.
• Improves efficiency. It integrates popular business software such as Word, Excel, QuickBooks, Outlook, Planit, Homegage, and other industry specific programs.
• Boosts ROI. No more lost sales or misplaced leads. Everything in one place 24 hours per day from any internet connection.

A CRM software package:

• Improves Inbound Marketing. Inbound Customer Marketing, or ICM, is an effective way of boosting ROI. This involves rewarding a customer who calls for information about the products/services of the company.
• Operational CRM. Provides support for the front office business processes, e.g. to sales, marketing and service staff. Interactions with customers are generally stored in customers’ contact histories, and staff can retrieve customer information as necessary.
• Sales Force Automation. Sales force-related activities such as tracking responses and generating reports.
• Analytical CRM. Analyzes customer data for a variety of purpose and generally makes heavy use of data mining.
• Sales Intelligence CRM. This is similar to Analytical CRM, but is intended as a more direct sales tool. Features include alerts sent to sales staff regarding cross-selling, customer drift and sales performance.
• Collaborative CRM. This covers aspects of a company’s relationship with customers that are handled by different departments, such as sales, technical support and marketing. Staff members from different departments can keep each other informed when interacting with customers.
• Customization. You will need to customize your CRM package to yield optimal benefits to your business.
• Maintenance. You will need a dedicated staff for maintaining the program. This may be only one or two people.

As you can see from the above, the two paths for a small business CRM package are quite different, even though they utilize the same type of program. A web-based CRM can be implemented quickly and easily at a low cost and still provide the ROI that you want quickly. A CRM software package will take you longer and may more cost involved. It will also take more time to see that ROI that you want so much.

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