These companies are typically relying on legacy tools, such as Outlook, to keep track of their contacts and correspondences. But these older tools are not capable of providing manufacturers with customers’ needs and expectations, nor can they improve the experience customers have with them.
In order to help manufacturing companies understand the importance of this, we have compiled a list of reasons why manufacturers should adopt a CRM.
What is a CRM System?
A CRM (customer relationship management) system is a very sophisticated software solution. It’s a software tool that was developed to meet the company’s customer relationship management and strategy goals.
The main benefits of this software come from its built-in analytic and reporting features. CRM for manufacturing systems not only collects and stores customer information, and their previous history and interactions with a business, but it also analyzes this data and provides actionable insights. The CRM software reports are often used to tailor customer service and further streamline CRM operations.
This is beneficial for several of an organization’s crucial departments. It enables the sales teams to increase the number of closed deals while reducing the time spent. The marketing department can use the data to personalize campaigns and get insight into lead generation. The production department can analyze order history to predict future inventory needs. And last but not least, the customer support department can use it to reduce the time needed for resolving customer issues.
Reason 1: Optimized Demand Generation and Forecasting Processes
There are only a handful of manufacturers who pay attention and devote their time and resources to addressing the demand generation trends and forecasting processes. These companies tend to be at the forefront of the industry, because they take the money saved on production costs and invest in the growth of their business.
A CRM system enables manufacturers to gather the data from sales processes to identify purchase patterns and predict market behavior. This helps manufacturers to save money on production that isn’t going to generate revenue in the foreseeable future, and better organize manufacturing.
By learning about current market demands, manufacturers will be able to focus their efforts on producing items that are going to be sold faster and with much less marketing effort.
Reason 2: Improved Customer Service
Here’s one hard fact about customers – no matter how well you make a product, there will always be questions about it. The problem in the manufacturing industry is that customer service departments are struggling to provide answers to some of the most basic questions related to products. They lose precious time trying to find the answers while the customers get even more frustrated.
The post-sale phase is the critical for both product success and the company’s future, and customer service and support departments play an important role during this phase. A CRM tool is quite helpful here, as it keeps sales teams and customer support departments on the same page.
CRM not only stores the information about customers, but can also contain information about the product and any special customer demands or questions connected to it. This has a positive impact on both customer service and follow-up sales.
Reason 3: Increased Sales
Customer experience is one of the leading factors of successful sales. If you are interested in leveraging software in order to make more sales, a CRM system is the solution you are looking for.
This is achieved in a simple, yet effective manner – a CRM system collects information about your customers, leads, and prospects. Without it, your team is going in blind when engaging with a new sales opportunity. But with CRM, they’ll have all the info they need to capture a new sale.
CRM will help you learn everything there is to know about customer requirements. And because a CRM is a centralized and cloud-based solution, you’ll have access to this data wherever you are and from whatever device.
CRM software also enables communication between departments and people on different team positions. If a customer with a special demand enters your office or website, people engaged with them can easily communicate with their superiors and offer a custom solution for that customer.
A CRM will help you to capture your customers’, prospects’, and leads’ desires, needs, and satisfaction (or lack thereof) – everything a manufacturing business needs to increase sales and make customers happy.
Reason 4: Enabled Business Growth
In order to stabilize your income, the management of sales and marketing efforts needs to be efficient, controlled, and driven by hard facts. Stabilized income is one of the most important prerequisites of expanding to new markets, as well as designing and launching new products.
But what role does a CRM system play here? A CRM system packs powerful communication features that can be used for targeting prospects. Furthermore, this software enables communication with them and stores transcripts that can be analyzed so that the approach can be improved and customized.
It also stores information about interactions with customers, including valuable feedback about the products they’ve already purchased. This is vital when designing new products or adding features to items already in production.
Before expanding, manufacturing businesses must have a tool that also measures the success of their new sales teams. In CRM software, you can set the specific goal for each team and measure the success of their efforts.
Reason 5: Easy Integrations
All modern CRM software solutions are developed to be easily integrated with other systems. For instance, if your manufacturing business uses ERP software, you can integrate it with a CRM. Having insight into the demand, supply chain, and customers’ needs and requirements will enable your organization to deliver a delightful customer experience in each phase of the customer journey.
CRM for manufacturing is a powerful software solution. It provides manufacturing companies with actionable insights into customers’ needs and behavior. This improves the experience customers have with the products and the brand and prepares the company for entering new markets.
Any manufacturing business should look towards adopting a good CRM solution. Better customer service, better sales, easier growth - these are all important business aspirations and, as you can see, a CRM is a crucial ingredient in this mixture.