We are living in 21st century wherein the world is completely digitalised and we certainly have to interact with wide range of different brands . The best part is we have a complete access of all product and services with just a press of button . Custom pre check twice online , read reviews of product / service before taking any final decision to move ahead with it .
When we are talking about manufacturing industry their management are more focused about production and operations management and not on sales and marketing efforts which is also one of the important part in any business organisation.
When we are talking about sales and marketing in digital terms , Customer Relationship Management (CRM) is the term used by us . CRM aids any organisation to surpass customer related information across different department and accommodate customer data from all possible channels .
Lets look at some of the amazing benefits of CRM system in manufacturing industry :
Features Of CRM
Every mostly used CR solution has the following inbuilt feature in it :
- Contact Management : It enables person to enter customer data , documents , records such as calls , emails , website visit , past order history .
- Lead Management : Helps managing sales leads which has come from different sources relating to sales assignment .
- Order History : It enables any organisation to track the customer past order history records , their past interaction thus offering them with the relevant product according to their personalised needs .
- Milestone Notification : This is basically the progress report of the sales forecasting and person can track the progress report right from leads tills its conversion to its clients .
Are There Features Related To Manufacturing Industry ?
Yes , no doubt these features directly helps manufacturing industry in many ways . Manufacturing department will be able to accurately predict the level of production required for present as well as future demand which they can get prediction on the basis of sales forecasting .
CRM is although always concerned with sales forecasting , but in manufacturing sales department can provide you with the requirement of production volume needed in coming week , month or quarter .
CRM is capable of handling both new leads and handling existing relationship . By having a track record of the order history together with automated follow up with the leads helps predict the future sales by sales department . By this a manufacturing industry management can accurately predict how much inventory and labour is required to fulfil the sales need .
Even in case of non-sales function in manufacturing industry , manufacturer can use CRM to keep record of manufacturing software for maintenance tracking , technical work and more . Not only CRM will assist in tracking sales , it can also be used for getting contact information from various companies in case of last. minute breakdown .
Is ERP Not Capable Of Handling This ?
ERP system is develop to handle business efficiency through internal department management which aids better working process , employee productivity enhancement and smoother workflow operations . CRM on the other hand focuses solely on customer management .
A fully equipped ERP system for manufacturing industry are being able to handle accounting , sales order and inventory . Some ERP also comes up with build in CRM module . So some of the companies think they can get all things through ERP using that module , but just for an explain a sales person will by chance get a chance to enter into your accounts or order management module and will get all the information which might not be of any use for your sales employee . Also as the sales employee are less trained , the result might be unexpected from your side thereby affecting your other department functions also.
It is also a security issue to give sales employee a access to internal department ERP , say for instance financial records . Anyways lucky you can contact a CRM consultant who can assist you with choosing the best ERP-CRM integration solution or can develop a custom CRM solution for you .
What Is Goal Of CRM Then ?
Well we have got the bad news for you – choosing a right CRM specially for small business can be a confusing task .
When comparing in respect to of the impact of CRM on revenue growth , you would probably get the best decision output . Some of the factors are listed below considering which you will more likely to take more informed decision .
How Fast Your Team Will Adopt CRM
Most of the CRM initiative in the company fails as the company employees fails to adopt it . They may be don’t want to upgrade their existing technology or find a CRM solution a little tidy job . This all will result in CRM investment go down as your employees are actually not using it .
Again if you are thinking of forcefully implementing it in your organisation , it will result in none other than poor quality data , which will ultimately result in downgrade of business leads which you were expecting .
For this a CRM software should be easy enough to be understandable and easy to use as their everyday consumers software .
The best way to overcome with this challenge is :
Choose widely used CRM – Design and user experience attract user to use the CRM solution . If CRM solution is not easy , it will hamper your employee daily routine and familiarity .
Choose all in one CRM solution – Look for the tailor made solution that do the most of the task automatically . Right from sending automated email to easy follow ups , it should be done by the CRM rather than manual taking of process .
Total Cost Of CRM Ownership
Some of the biggest cost while implementing of CRM solution in any organisation is the total cost is not visible at once , but it will be shown up from time to time thus forcing you pay for the CRM and loosing your pockets . Apart from the license fees or one time investment of the CRM , there are actually two other important factors that need to be taken care of :
Cost Of Implementation
The cost of implementation depends on the vendor you are choosing from . Vendors may be of two types , mass vendors who are providing ready to use CRM solution on monthly renewal basis on the basis of number of user , and secondly the vendors who are offering you custom CRM development solution in which you have to pay a large amount all at once . Well both the CRM providers are well equipped with tools that helps you get started with setting up the system and start using it .
Cost Of Maintenance And Support
In order to keep the CRM upto date and keep in tailoring according to your needs , you need to necessarily hire a full time CRM system administrator which will cost twice the cost of the licence of the CRM on annual basis . While the custom CRM solution might lake a little lesser .
Also Read : Benefits That Can CRM Build For Your Business
Scale : Will It be Scalable With You ?
It is another important factor and this factor should be taken care of . Suppose right now your organisation is dealing with only 2-3 staff . What if it scaled up to more than 10 staff . Will your CRM system will be able to provide viable solution at reasonable cost ? You must move forward with a CRM that is ready to scale up with you for the next 3-5 years . Your CRM must have the capability of allowing user to see specific data in CRM , should have advance reporting module with automation module that helps organisation to minimise the most cumbersome task and hard followups . Also your CRM should be flexible enough in case you want to integrate it with other IT systems .
Also Read : Quick Checklist for CRM Software Reliability
Clear Outcome – What Is Your Expectation ?
We are really surprised to know that most of the business organisation are ignoring this step . They choose the CRM vendor without even seeing the output of the CRM implementation practically .
Yes is a critical software which helps you to maintain sales and customer relationship , without which your company pillars will stand nowhere in the marketplace . Setting clear goals and targets is the key to success for any business organisation .
The more specific your goal is , the better decision you will be able to take which means a better outcome . Are you planning to expand your business . They you may be in need of more leads to be materialised in order to increase a win rate , which can be achieved by choosing the best CRM solution .
Choosing the best CRM software development company can yield your growth and return on investment .