To provide the best customer service, you need to know phone number database everything there is about the customer. You need to understand behavior patterns, product preferences, pain points, budgets, etc. And to store and access all these details, you need a good contact management system.
What is a Contact Management System
A contact management system, as the name suggests, stores customer information and helps you plan and manage your business activities based on this data. This allows businesses to meet customer needs and achieve sales targets. A contact management system stores customer information – both leads and contacts.
What is a Lead
A lead is a potential customer who may or may not be interested in doing business with you. Sometimes they show a willingness to share personal information such as a phone number, email address, or even a social media profile to get more information about your service offerings. In most cases, lead information is collected from social media, conferences, events, etc. Remember that while a lead may show interest, they may not always buy your product or service.
What is a contact
A contact or customer in CRM is an individual or organization that has purchased a product or service from you.
What does a contact management system have to do with CRM?
The customer is the core of the CRM, and the leads or contact information is stored in what you call lead or contact records. While most contact management systems act as databases of customer information, a contact management system in a CRM offers much more.
Contact management in CRM stores information useful for marketing, sales, and customer support. It provides up-to-date customer information, helps manage your communications, generates actionable insights, etc. And most importantly, many contact management systems provide a single view of the customer - a 360-degree view of all related details.
They are essential for providing excellent customer service, building relationships with your customers, and selling more products.
Why Contact Management Is Good for Business
According to research, 54% of business leaders want to focus more on growing their business in 2022. And having a good CRM seems like a desirable solution that gives you access to customer data, allowing you to personalize your service. To understand this better, let's look at the benefits of contact management in a CRM:
Centralized Data Management Systems
Contact management records in CRM store minute details about a customer, such as name, age, gender, industry, products or services purchased, etc. You can even record data such as the number of times your calls are answered, emails are opened, and even the number of visits to your website.
This comprehensive view of your customers allows your teams to work better.
A contact management system allows you to have access to centralized data for every team in your organization. When you have a clear picture of your customer, you can use this information to:
Use historical data to study behavior patterns and create engaging conversations.
Use the latest data to prepare for meetings in advance.
Understand your customers on a deeper level and strengthen your relationships with them.
Collaborate with customers to build trust.
Personalized Customer Engagement
When you have a database of each customer at your fingertips, you can make every interaction unique and personal. By looking at their level of engagement, you can prepare before you call. In addition, historical data will help customer support teams address specific customer issues.
Engaging conversations and interactions help increase customer satisfaction, thereby maintaining customer loyalty.
Multiple Communication Channels
Many contact management systems provide you with multiple channels to communicate with your customers. Effective communication is only possible when you have multiple means of communication that will help you offer better support. If you rely on only one channel, your customers may wait for a long time because many requests will come in at the same time. Chatbots take over most of your interactions by handling multiple requests at the same time.
You can also integrate various social media platforms like Facebook, Instagram, etc. into your CRM and connect to them quickly, easily, and at minimal cost. When you have different ways to communicate from one place, achieving outstanding customer service for your business will not be a big deal.
Increased Productivity
Modern CRMs integrate with many third-party applications and the information that flows between these applications and the CRM. With a single view of customer data, sales reps don’t have to switch between different applications and screens to find data. In fact, many CRMs allow you to access customer records directly from chat windows, events, meetings, etc.
This helps sales reps have relevant information at their fingertips to conduct informed meetings and support customers to resolve more issues, which increases productivity.
Additionally, by automating repetitive tasks, you can also increase productivity by directly making calls or sending SMS from the CRM, which saves a lot of time and allows the team to focus on more important tasks. You don’t have to constantly dial a number on the phone or open an email window to perform such actions.
Useful information
You can create actionable reports that give you accurate information about your customer. Metrics such as campaign analysis, product preferences, costs, performance indicators, etc. help businesses make data-driven decisions to increase revenue.
Introduction to the Contacts Module in Vtiger CRM
The Contacts module in Vtiger provides a 360-degree view of your customers using the One View feature.
This allows you to dive deep into your contact records to view related details in one place. This allows you to communicate with your customer through various communication channels and tools.
It also allows you to collaborate internally with different teams within the organization and externally with your customers. Check out this space for a detailed blog about Vtiger’s Contacts module.