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Understanding Cloud CRM: Your Guide

What is Cloud CRM?



Have you ever heard of any business reaching new heights without its customers? Well, no, because without a thriving customer base, there is no business in the first place. Your company, whatever it may be, thrives because of good customers. They enable you to pay your staff their wages, book profit on margins, or fill new inventory for the next sale round. 


Simply put, If we subtract customers from the sales and marketing equation, there is nothing you are looking at! Hence, as a businessman, knowing how to keep your customers happy is the only gospel you must know by heart!


Here, Sam Walton's (Travis Biggert) quote is so appropriate:


 "There is only one boss. The customer. And he can fire everybody in the company, from the chairman down, simply by spending his money elsewhere."


However, having consumers is not enough; you must have them on a regular basis, and ensure they come back to you, in order to schedule repeat sales cycles while also bringing in new ones. It is an eternal cycle that must be continued in order to maintain a prosperous firm. So, how do you achieve that? 


Well, customer relations management is the key!



What is Customer Relationship Management (CRM)?


When it comes to purchasing, the days of buyers being inept, trusting only the seller's perspective, and making rash decisions are over. Today's clients are astute, intelligent, sharp, and spoilt for choice, thanks to the plethora of options available to them and the convenience of comparison just a click away on their phones. For instance, for shoes, customers have more than ten firms to choose from, all catering to their preferences, tastes, and current trends.


When there are so many possibilities, being picky is understandable. 


So, as a corporation, how can you make a difference and "attract" your desired audience to your "concert"? 


The answer is "Make them your fan."


For that, you need CRM.


Whether you're building long-term customer relationships or starting with someone new, it's critical to recognize the value of customer relations and how prioritizing across your organization can result in loyal customers and brand champions. And CRM helps you here. CRM systems are beneficial to all types of businesses since they may help them grow and thrive in the long run. 


As per the standard definition, CRM stands for Customer Relationship Management. It is a software system that assists organizations in managing their interactions with present and potential consumers. CRM aims to increase customer interactions to help businesses flourish. 


There are two models of CRM:

  • On-premise CRM: An on-premise CRM, often known as an on-site CRM, is hosted on a company's own servers.


  • Cloud-based CRM: Here, the vendor maintains a company's data on its own server, providing 100 percent access to the client.


Today, we will talk about Cloud-based CRM.


Cloud CRM: What is it? How does it work?


If we tell you there is a single platform where you can store, access, and update all of your client data at any time and from any location—a platform that can automate your sales, marketing, and service operations and enable you to deliver tailored experiences to your desired customer base across many channels, what would you say?


Isn't the thought exciting?


Imagine a tool that allows you to manage client contacts, data, and sales processes from any location at any time. That's the convenience of a Cloud-based CRM system, also known as software as a service (SaaS CRM).


Here, the software vendor owns and maintains all of the infrastructure required to run the product. All Businesses utilizing the CRM app use the program on their desktops via the Internet. If you are looking for remote CRM or virtual CRM, exploring cloud-based CRM can do the trick.


Benefits of Cloud-based CRM


With the advent of remote jobs and virtual code of conduct, it has been seen that demand for remote CRM has increased leaps and bounds. But why should you have any sort of virtual CRM or online CRM? Listed below are some of the benefits that you should know to understand this fantastic tool better.


Access it at Your Will


Cloud-based CRM allows 24/7 access to your centralized database, including important files or key information. All you need to do is log in with a secured channel given to you by your provider, and you are all set to make that crucial amendment in any business pitch or send a mail to your manager, even if you are not in the office.


A Cloud-based CRM allows diverse teams to use the system from anywhere—at the office or on their way home—and on any device—a desktop, laptop, smartphone, or tablet—thereby enhancing business process efficiency. Now, you can make sales calls on the go as you can access your client information anytime and anywhere. 


Cost-Effective Solution


The best part about this SaaS CRM is that it works on a subscription-based model. Here, you will pay on the go based on your subscription model. This is specifically crucial for small firms, which can't afford enterprise CRM (customer relationship management (CRM) software systems built for big companies with sophisticated CRM processes and various divisions), and decrease risk. 

It allows smaller firms to achieve economies of scale more quickly as these modest, recurring installments allow them to leverage the many features offered while boosting their bottom line.


Easy-to-install


With current cloud-based CRM, you no longer have to worry about a lengthy and complex installation procedure because it can be up and running quickly. All you really need is an internet connection. When you sign in online, you may instantly begin utilizing the software and making the most of its features. The best part is that your Cloud CRM service provider handles everything, including hardware setup, server and software maintenance, complex installations, onsite IT support, easy data migrations, upgrades, etc.


Ensures Data Security


Well, firms that provide cloud-based CRM are pretty stringent regarding data security. Contrary to popular opinion, cloud solutions are not particularly secure. Cloud-based CRMs raise the bar for cybersecurity by incorporating advanced automated backup procedures and comprehensive data recovery methods. Here are some practices that you can further use to ensure data security in cloud-based CRM, such as limiting access to sensitive data, enforcing strong passwords, and two-factor authentication.


Tailored per your Needs


Not all organizations can have similar CRM needs or specifications. Hence, You can easily go for CRM customization. A cloud-based CRM can be precisely customized to your needs. While small businesses can begin with basic features that will assist them with their current tasks, they can add additional capacity, new features, and advanced modules as they grow.


Insight-Driven Decisions


One of the CRM's benefits is CRM reporting. It provides useful insights into the sales team's performance and enables managers to make data-driven decisions that can further improve sales performance.


By measuring important indicators such as the number of sales calls made and deal closures, managers may acquire a comprehensive knowledge of their team's sales activities and discover areas for development.



How to Choose the Right Cloud CRM?


Choosing the appropriate CRM is the first step toward making an informed selection. It's not just about making a decision; it's about making a wise selection that aligns with the needs of your company and your sales team. 

Define your Business Requirements


The most important step is choosing a SaaS CRM that will actually improve your business performance. To accomplish this effectively, begin by clearly evaluating your business objectives. Identify which company procedures can be automated, such as simple routine acts or data processing jobs.


Investing in a Cloud-based CRM or any other online CRM without a thorough understanding of your specific requirements can stifle corporate growth. It is critical that the chosen solution actively contributes to your success rather than becoming a hindrance.


Know your Budget


Pricing structures for cloud-based CRM systems vary depending on the subscription option you select. These subscription arrangements are governed by software usage and chosen features. Furthermore, deployment and user training might be costly, both financially and time-wise.


Before making a decision about online CRM, learn about the various pricing models of Cloud-based CRM providers. Consider your long-term investing approach, taking into account your anticipated growth trajectory.


Check Customization Scope


With cloud-based CRM customization options, you don't have to adjust your existing sales or service procedures to fit the program; instead, you may tailor the tool and its capabilities to fit your current workflows. You may check out different features and select what goes with the language of your business. This will help you tailor your subscription plan and help you work under your budget, too. Moreover, This approach will substantially accelerate the adoption and learning of the new system, resulting in a faster ROI(Return on Investment).


Implementing a Cloud CRM System


Implementing a cloud-based customer relationship management (CRM) system can be complicated and requires meticulous planning and execution. Let’s see how the cloud-based CRM integration works. 


Why do you need a CRM in the first place? Ask this question to yourself. You must first understand your objectives and business requirements when seeking a cloud-based CRM deployment. Frequently, businesses fail to recognize the primary goals driving their transition to SaaS CRMs, leading to failed integration processes.


It is vital to carefully assess and describe the business goals you hope to achieve with your CRM system. Then, proceed to set realistic goals and create detailed documentation for them. The process must outline the objectives you hope to accomplish through CRM adoption. Some of your requirements can be:


  • Creating a centralized data repository with clean data and trustworthy mailing/event lists

  • Streamline workflows

  • Enhancing customer experiences

  • Increased client retention rates 


Now, how do we achieve the Cloud-based CRM documentation or integration?


Create a CRM Team


Start by having a team to oversee and coordinate with the Cloud CRM vendor for the CRM implementation process. You will need specialists who have already handled the work. These individuals thoroughly understand the CRM being introduced and work at the outset to ensure that the system is properly set up and that the data migrates. The vendor is the mainstay, but you should ideally have some members from within your organization for the roll-out time.


Train your staff for the change


Plan how you will handle the changes brought about by CRM integration/installation. Explain to your workers/staff why you're adopting a new CRM. Allow them to share feedback, fears, and questions, and give them time to adjust to the change. Clarity should be your mainstay. You should ensure that every employee gets a clear understanding of what is occurring, why it is happening, and how it will affect their work life. 


It makes employees feel appreciated if they understand the procedure beforehand, allowing them to process what is happening and ask questions as needed. If the CRM integration process begins too soon, it can induce panic in your team. It's your duty as management to brace your squad for the upcoming change and equip them with the necessary training.


Data Migration


This is the most critical step in CRM deployment. A company should have a clear data migration brief to avoid data loss later in the process. The brief should specify what needs to be migrated and how it will be used in the new cloud-based CRM. 


Downloading and uploading using Excel or CSV remain the most popular methods. Manipulating or changing the data or the format after it has been uploaded can be difficult and challenging for the team, as the new CRM frequently uses the data differently. Most CRMs will include apps to provide help, but depending on the level of customization, the procedure may be manual.


Some crucial points to take care of before indulging in data migration.



  • Organize and generate backups.

  • Make the effort to fix data errors (duplicate customer entries, missing/inaccurate information, outdated accounts)

  • Move your data slowly and not in the one go. To begin, create a small test batch (for example, client database entries) and import it.

  • Closely monitor the shift, and take feedback from your employees and customers regarding CRM integration to see where configurations need to be changed for the better and whether more training is required.


Test Drive


This is the most crucial stage. Here, your vendor of the cloud-based CRM along with your core CRM team will do a test drive of the whole system to ensure its smooth functioning. They will be doing:


  • System testing

  • Functional testing

  • Stress testing

  • Performance testing

  • Usability testing

  • Acceptance testing

  • Integration testing


Go-Live


It is worth phasing the procedure across several stages, with the staff progressively coming online. This allows you to identify bugs and observe how a small subset of employees are behaving to the change.


Evaluate Success


You must create a dashboard that extracts critical data, sets targets, and persistently tracks progress against this data. Be very thorough with the important KPIs (customer satisfaction, staff satisfaction, retention rate) and determine what success looks like. First, start at a small level, and then see the big picture.


How to Get the Most Out of Your Cloud CRM?


If you have decided to use a cloud-based CRM, it's crucial that you have the right one. With the proper technology and integrated procedures to increase data visibility and flow, you can boost your organization's overall efficiency and performance.


When evaluating a Cloud-based CRM, look for these pointers: 


Scalable: Users can easily enhance or downsize their CRM requirements on the cloud based on their company needs. You should look for a CRM that will evolve as your firm grows. Cloud CRM allows you to scale in tandem without requiring any new hardware or software expenditures. This flexibility is a huge benefit for firms with a diverse consumer base or those planning to expand.


Easily Accessible: Your Cloud CRM should ensure that your customer data is accessible at all times and from any device, including PCs, laptops, and even mobile devices, provided you have an internet connection.


Data Security: Security, of course, is a major factor to consider. Choose a cloud-based CRM that uses powerful encryption methods and cutting-edge security processes to safeguard your data. While the risk of cyber attacks can never be eliminated, cloud CRM systems are frequently safer than traditional on-site solutions due to continuous security updates.


Customization: CRM customization is critical. You won't need all the features until and unless you are a big venture. Hence, while looking for CRM, make sure the provider offers you a customization prospect.


Easy Integration: Make sure your vendor offers hassle-free data integration without any breach or loss of information. You can also enquire about CRM APIs. These allow developers to incorporate CRM capabilities into other programs and systems, including marketing automation, social networking, and accounting software.  

 

In the end, get the Cloud-based CRM vendor that ticks all these boxes, as mentioned earlier, and provides you with a thriving Cloud-based CRM that helps you quickly reach your business goal.

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