The Most Commonly Implemented CRM Features

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I have been involved in implementing CRM systems for a long time.  However, it struck me that I hadn’t written a blog post on what the most common features every organisation will ask for.  Our clients are a combination of Government, Private and Not -For -Profit organisations. They range from areas such as construction, sales consulting, chamber of commerce, insurance, higher education, health , art and culture, etc.

Having such a diverse range of clients, has given us the opportunity to implement a diverse range of features .  As I have said before, there is no ‘one size fits all’ CRM solution.  However, these are the most common features we have implemented (in no particular order):

1. Contact segmentation

Segmenting contacts using tags or custom fields to categorise them.  For example one of our clients categorised their contacts into: clients, vendors, VIP clients, staff etc

2. Website integration

This involves having the CRM ‘talk’ to the client’s website.  An example is when an Event is created in the CRM, it automatically appears on the website. Another example is embedding a contact form on the site which feeds the information into the CRM by creating a new Lead record.

3. Payment gateway

This refers to allowing purchases to be made from the client’s website and the information being stored in the CRM.  For example, when someone registers and pays for an Event, the payment gateway (eg Paypal) processes the payment and the details are recorded in the CRM against the relevant Contact.

4. Donations Management

Managing supporter donations in the CRM and being able to generate reports.

5. Event Management

Managing events (registration, participation, payments etc) in the CRM and being able to generate reports.

6. Member Management

Managing memberships (registration, renewals, payments etc) in the CRM and being able to generate reports.

7. Mailchimp Integration

Automatically syncing contacts in Mailchimp with contacts in the CRM so there is no double entry

8. Ecommerce Integration

Allowing the CRM and your online shop to ‘talk’ to one another.  Contacts are automatically created in the CRM when someone makes a purchase from your online store.

9. Campaign Management

Managing marketing campaigns.

10. Survey Management

Creating surveys in the CRM for your contacts and reporting.

11. Case Management

Managing client cases that have more complex workflows that need to go through many processes.

12. Volunteer Management

Managing volunteer sign ups, participation, reporting.

The results below show the percentage of each implemented feature.

 

common_implemented_CRM_features

As you can see, the most commonly implemented feature is contact segmentation (no suprises there), followed by Website integration, payment gateway and member management.  This indicates that since most organisation’s first point of contact is their website, it makes sense that it should be integrated with a CRM so that interactions with potential clients and existing clients can be tracked.

Event management is another commonly used feature, since a lot of organisations are now running workshops and seminars for the public and existing clients.  Having it part of a CRM makes perfect sense so that all information is kept in a central location.

In subsequent blog posts, I  will explain each of these features in more detail and also explain how you can implement these features for your own business.

Let me know in the comments, which features you would like to hear more about.

Vish Ramakonar

Sankhya Consultants are experts in Customer Relationship Management (CRM), Data Mining and Predictive Analytics. We have over 20 years experience in the IT industry and have completed CRM implementations in various industries. We also have extensive knowledge in Data Mining , Business Intelligence and Predictive Analytics. In a nutshell we work with your business and help you: - Understand your CRM business objectives and advise you on how to build fantastic relationships with your clients to get more sales and repeat business. - Streamline and automate your pre-sales, sales and post-sales processes to help save you time so you can work ON your business not IN your business. - Select the right CRM tool for your needs - Configure the tool specifically for your business - Train your people to use the tool effectively in line with your business objectives If you already have an existing CRM system, but not sure if you are using it to it’s fullest potential, we can help you out there too. So please contact us to see how we can help you save more time and build long lasting relationships with your clients.

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“Thank you Vish for the advice and support. Implementing the CRM made an immediate impact on the way we manage our customers” --Jacqui Warnock, Fremantle Chamber of Commerce