Every organization needs a CRM (Customer Relationship Management) system, no matter how large or small that organization is. Contacts, organizations need to manage their contacts and keep track of their interactions with them.
So you have a CRM, excellent! However, a CRM is only as good as the data it receives. Many organisations fail to integrate their website with their CRM, having never realized the benefits they could receive by doing so. However, integrating the two systems can bring a lot of added value to your organization.
integrating your website with your CRM should help you improve your organization's sales. Essentially it comes down to one thing - more and accurate data leads to better profiles, which leads to better-quality leads which in turn leads to higher conversion rates.
automated integration between the two systems, you're reducing your administration workloads (and hence saving both time and money) as all that manual copy and paste, or export and import, is removed. This leads to increased productivity as it frees up your staff to work on other tasks.
integrating your website with your CRM, you will get a fuller, more complete picture of your customers' interactions with your organization, from initial enquiry to sales, communications and eventual feedback. It gives you access to more reliable and consistent information. You are better informed about your customers and you've better visibility of your customer's behavior and buying habits.
Automated integration between the website and your CRM is seamless and in real time. There's no more questioning the accuracy of the data, or wondering if yesterday's or last week's website orders have been added to the CRM yet. This is hugely beneficial when it comes to talking to a customer as you know, with confidence, all the details of their most recent purchase or other interaction with you, and that can only lead to improved customer satisfaction and increased sales.
CRM can automatically assign the customer's query directly to the appropriate person or team. For example, the CRM could use the customer's location, industry, referenced product, etc as factors in determining the correct department or staff member to direct the query to. All of the necessary information can be captured via the website and sent to the CRM with the customer's query. The CRM can then automatically assign and alert the relevant staff member of the new message. This all results in a speedier, and more relevant, follow-up response to the customer, which, like a lot of the other benefits listed, leads to increased sales.
you can track customer satisfaction. Feedback received can be acted upon and dealt with. This is especially important for negative feedback, but just as useful to do for positive feedback. By dealing with a customer's complaints quickly and effectively, and by monitoring and reviewing general satisfaction with different aspects of your business, you can reduce your customer churn rates.