The demand for CRM systems in Russia continues to grow. Moreover, such solutions are of interest to any company – from small businesses to large holdings. The market potential is large, which is confirmed by various studies.
For example, a survey of about 1.6 thousand companies conducted by the Institute of Entrepreneurship Problems (IEP) and J’son & Partners Consulting showed that more than half of the organizations have not even heard of customer relationship systems. J&P notes that the CRM penetration rate in Russia at the end of 2019 is about 17%, while in Europe this figure reaches 35-40%, and in the USA – more than 90%.
Today we will analyze the the different forms of digital marketing basic questions about the operation of CRM systems. But basic does not mean trivial. The simplest questions can baffle even an experienced user, let alone an outsider. If you doubt whether to use CRM or not, then this article is for you. If you installed CRM, but do not understand why, then this article is for you.
The first thing to note is that all CRM systems
On the one hand, can be advanced techniques & trends called the same, but at the same time they have differences between themselves. They have a similar set of functions, which are implemented differently. In some CRMs, everything is tied to sales (like in amoCRM), while others have a set of functions not only for trade, but also for the service sector, working with employees, and even automating non-profit organizations (Bitrix24). Therefore, sometimes the answers may seem superficial and inaccurate to you, but this is only because they do not take into account the intricacies of a particular CRM system.
Let’s get started. Only questions/answers and no lyrics.
1. About CRM systems.
In human terms, CRM is a sault data program with many functions aimed at helping with sales. On top of this definition, you can add assistance in operational management, collecting and analyzing statistics, storing information, planning, marketing communications and many other tools that migrate from one CRM to another.Why do you need a CRM
? Every manager has his own answer. Someone chooses a CRM to automate business processes, another – to get rid of routine tasks, a third believes that a CRM system without a warehouse is a useless program. But if you need a comprehensive answer, then CRM helps to connect many departments of the company into a single system and automate its activities.
In an example, it looks like this: in one window and from your workplace, you receive a call from a client, check the balances in the warehouse, agree on a commercial offer and send a letter to the caller confirming the deal. You do not need to go anywhere, the document template was created independently already with the client’s details and itself “went” for approval – you only need to confirm receipt and send it to the client.
What you have just read is called a business process. CRM automates business processes and relieves employees of routine operations.
Are 1C and CRM the same thing?
Yes and no.
No , because 1C was conceived as a business automation system designed for accounting, payroll calculation and accrual, warehouse accounting, etc. A CRM system is aimed at working with clients and has its own special tools.
Yes , because there are systems (BIT CRM and 1C CRM) that are based on 1C and include CRM system functions.
So do I need 1C if I already have CRM?
Yes, I do, because these are different programs. But for convenience, all major CRM systems have long ago come up with integration with 1C. For such CRMs that have already been created on the basis of 1C. A integration will be faster and will require fewer resources. For others, you can easily set up data exchange, but full integration is a delicate and complex matter. That is why it is important to choose an experienced contractor.