In this article we explain the basic stages and processes, as well as some tips to make the most of this tool.
Shall we begin?
What is the CRM lifecycle?
The concept refers to the process of planning, implementing, adopting, using, maintaining and continually improving a customer relationship management system.
What are the stages of a customer relationship management system?
The CRM life cycle has 6 stages: venezuela email list planning, implementation, adoption, use, maintenance and continuous improvement.
Planning
The goal of this phase is to identify your company's needs in relation to customer management. It is also time to establish business objectives and plan the implementation process of the tool.
Implementation
Among the phases of a CRM, implementation corresponds to the moment when the software is installed and configured according to your company's requirements. It is essential to establish processes and workflows, as well as integrate the system with the existing technology stack.
Adoption
Also known as the usage stage, this is when employees start using the CRM in their daily work. Before going live, the tool provider or company may also offer training and support to ensure employees are comfortable with the solution.
Utilization
Once your CRM is up and running, you can take advantage of its advanced features. For example, customer data analysis, sales process automation, marketing strategy segmentation, and customer support case management.
Maintenance
If your CRM is a cloud-based solution, software updates and security management will likely be done automatically on pre-set dates. Otherwise, you need to schedule yourself accordingly to carry out this process.
Continuous improvement
Finally, you should continually review your CRM and your employees' usage practices to ensure you continue to meet your changing goals and needs.
Read also: Continuous process improvement: 7 steps recommended by ITIL V4 .
One of the main functions of a CRM is to act as a data management center for your customers.
With the help of the software, you will be able to keep track of what happens at each stage of the sales funnel in each client's account.
This information is gold when it comes to making decisions such as moving forward with a commercial proposal.
2. Strategy
With this knowledge in hand, you will be able to better capitalize on your sales opportunities – for example, by applying strategies such as up-selling or cross-selling.
Sales CRM will alert you when it's time to make the move and improve your chances of closing deals.
3. Retention
As you saw during the stages of a customer relationship management system, this solution also allows you to keep track of each person's purchase history and analyze their preferences. This will help you strengthen your relationship with them and plan your loyalty strategies.
You may be interested in reading: 15 loyalty tools to retain more customers .
How to make the most of the phases of a CRM?
1. Define your goals with the tool
There are several reasons why a company may be interested in implementing a CRM. For example:
Defining your goals and understanding what it means to implement a CRM will do a lot for your future strategy, as you will know where to place your greatest efforts and identify what specific functions you require from a CRM software .
You may be looking for a tool that can automate repetitive tasks and expand your pipeline visibility. Another company may prioritize customer tracking and trend analysis resources.
2. Choose the type of CRM that best suits your needs
To move through the stages of a CRM, you need to be clear about what features to look for in such software. Consider:
the scalability of the solution, that is, the ability to grow at the pace of your business.
A CRM not only needs to connect data to gain insights into the entire customer experience, but it also needs to be tailored to the needs of your industry and your particular business.
We recommend you read: 6 key questions about a CRM to choose the one that best suits your company.
3. Train your team
It's not enough to know what the life cycle of a CRM is. Much of the success of the tool will depend on the training of your sales force . After all, it is these professionals who will have to make the most of the available resources and apply them to the reality of your company.
