Do Small Businesses Really Need CRM?

A few weeks ago, we shared an article that discussed some expert forecasts around the future of CRM systems. If you take a look at this article, you will see that experts suggest that the use of CRM systems will continue to grow over the next several years as they become an integral part of business operations.  If you are involved in a small to medium sized business (SMB), you may be questioning whether or not a CRM system makes sense for your organization.  Today we are going to share some research with you that will probably make you wonder how your business has functioned without a CRM system in the first place.

At the end of 2011, the Nucleus Research Firm conducted a survey that detailed the many benefits implementing a CRM system.  They found that “Customer Relationship Management (CRM) applications continue to deliver high return on investment (ROI), with an average benefit of $5.60 returned for every dollar spent.”  Another research firm, CSO Insight found that there are many key business areas that can be improved with a CRM system.  The graph below gives a great breakdown of these various areas and how they can benefit from choosing a CRM solution:

As you can see, a CRM system can really give your organization some great advantages.  One excellent CRM system to look at is NetSuite.  NetSuite is the only cloud customer relationship management (CRM) solution that delivers a real-time 360-degree view of your customer experience, from lead and opportunity through to sales order management, upsell, renewals, and service.

In addition to advanced sales force automation (SFA), customer support, and marketing automation, NetSuite CRM+ delivers capabilities well beyond those offered by traditional CRM systems, including quotes, order management, commissions, sales forecasting, and more, all in one comprehensive cloud CRM solution.

Sales Force Automation Optimize sales processes with complete opportunity management, and get powerful tools to drive performance including sales forecasting, commission management, upsell management and more.

Customer Service Management Drive service with complete case and escalation management, and accelerate service with knowledge base management, customer self-service and more.

Partner Relationship Management Improve collaboration with partners through partner relationship management (PRM) that delivers joint marketing campaigns, joint lead management, partner commissions and order processing.

Marketing Automation Grow faster with almost unlimited customer segmentation and targeting capabilities, email marketing and true marketing program ROI analysis.

Mobile Comprehensive support for mobile devices—iPhone, iPad, BlackBerry or Windows Mobile—ensures that your employees can access NetSuite when and where they need it.

CRM Analytics and Reporting Fingertip access into sales, marketing and customer service information lets you measure and optimize performance—you even get back-office metrics for total business visibility.

The key benefits of NetSuite’s CRM solution speak for themselves: 

  • Clear visibility into sales, service and marketing performance 
  • Streamlines quote-to-order processes
  • Elevates productivity with a 360-degree view of your customers
  • Improves sales performance through forecasting, upsell and commission management
  • Drives collaboration with partners
  • Increases customer service productivity and reduces case resolution times
  • Manage multinational sales and services organizations, with Global CRM.

If would like to learn more about NetSuite CRM, The Vested Group is here to help!  We have offices in Dallas, TX and Tampa, FL ready to serve your CRM needs.  Contact The Vested Group to schedule a demo today!

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