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Why is CRM software becoming significantly crucial in the IT industry?
Why is CRM software becoming significantly crucial in the IT industry?

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The Information Technology (IT) industry has grown by leaps and bounds since the dot com boom of the early 2000s. Today, the biggest and the most famous companies worldwide belong to this sector. If we look from an Indian perspective, the IT industry has produced massive jobs and has given birth to several tech entrepreneurs. According to Statista, the IT industry's share in India's GDP was 7.7% in 2020

But the market landscape is changing rapidly. Gone are the days when programmers would code in a secluded room away from the glares of society and make huge bucks. Today, it has become challenging to distinguish oneself due to the emergence of multiple IT companies. The only way to leave one's mark is by developing robust and long-lasting relationships with customers. And the best way to do that is by recruiting the right talent, setting up capability academies that train employees in relevant skills, and implementing Customer Relationship Management (CRM) software.

This article will shed light on why CRM software has become essential for the IT industry and the advantages you will gain by implementing it.

CRM software has gained significant importance in the last few years because of its inherent capacity to collect, analyze, and organize customer information and reveal hidden insights from data that help brainstorm effective strategies. They also generate reports for clients and internal purposes. 

Let's gain a general understanding of CRM software:

1. Operations and Support

The customer service department interacts with clients 24/7 and provides solutions to customer queries. CRM software automates the process of collecting critical information from clients, records the nitty-gritty of all interactions, and includes readymade answers to customer queries. They also generate reports regarding employee productivity and track the number of issue tickets raised by customers. This allows IT companies to revise their Service Level Agreements (SLA) periodically.

2. Sales and Marketing

CRM software collects critical customer information based on various parameters like:

a. Geographic 

b. Demographic 

c. Psychographic

d. Behavioral

e. Past purchasing history

It also automates the IT company's social media marketing efforts and creates unique customer personas that allow the marketing team to personalize communication.

3. Data analytics

IT companies require top-notch reports that provide critical information regarding the functioning of various business departments. These reports represent data in charts, graphs, and tables that are visually appealing and easy to read. They provide a comprehensive understanding of the customer's needs, wants, desires and ambitions. Moreover, they also allow IT companies to gain a 360-degree view of the changing market trends and brainstorm effective strategies. 

Now, let's delve deep to check how CRM software helps IT companies to make their mark.

1. CRM software Integrates with a mobile application.

Today, customers expect everything at a superfast speed. Mobile apps provide an efficient way of performing operations on the go. The sales team can get critical customer details on their smartphones and upload essential documents. They can also stay in touch with their managers and can ask for help whenever required.

2. CRM software provides a single accessible database.

The best thing about CRM software is that it provides a single database accessible by all business stakeholders, including frontline executives, senior managers, vendors, suppliers, and distributors. Everyone can pick up critical information about clients from multiple sources like social media, exhibitions, spreadsheets, etc. CRM software integrates with cloud-based solutions that allow everyone to access data from anywhere and anytime. 

3. CRM software provides customer support tools.

CRM software allows companies to automate query resolution that enables clients to get answers instantly. Customers can raise tickets that are answered by the chatbot. If the chatbot doesn't have an appropriate response, it routes the query to support agents who indulge in a one-to-one conversation with the client through various communication mediums. 

4. CRM software provides automated reminders.

CRM software sends automatic reminders and alerts to customers regarding the following:

a. Missed product purchases

b. Follow up on reminders and quotations

c. Project discussions

d. Subscription renewals

e. Reminders regarding service appointments

Conclusion

CRM software allows IT companies to build long-lasting bonds with their customers. If a company is proactive and understands customer needs, it will enjoy their loyalty. Customers will spread good word-of-mouth that will help the IT company to increase its profits. Moreover, CRM software also enables reducing employer turnover rate and increase market share. So if you haven't already implemented CRM software to streamline your IT business operations, it's high time you do so.


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