The 7 Most Important CRM Modules You Need to Know
The answer depends on the type of industry and the size of your company. Most of the current CRM software provides various modules. CRM software does not only consist of one or two functions, but has a collection of integrated modules to manage existing data.
These CRM modules have tasks that can be customized according to your company's needs. In general, these modules are used to facilitate processes in businesses that are usually complex. This is done by combining the module's task functions in one CRM platform. This is because each module has its own purpose and function.
With the various CRM module tasks offered, the question is which are the main modules so that the CRM module can run effectively? Of course this is adjusted to the type of industry and business. A transportation company might focus more on logistics and GPS tracking, while a retailer might focus more on purchase orders and customer feedback .
In general, here are 7 main CRM modules that must be present in your CRM software
Module 1: Contact Management
The most important thing in a business is the customer. To manage customer information to be more organized, the contact management module is a very important feature of the CRM module for companies.
Effective contact management is one of the keys to a successful CRM strategy. CRM module users can store details of potential and existing customers, and track customer interactions with the company. This will create a better and sustainable relationship with customers.
In addition, contact management can also analyze customer needs and streamline the customer journey process. This will make customer interactions personal and increase customer satisfaction. Apart from that, this module can also be used to analyze buyer persona.
Module 2: CRM analysis
Data sets alone are not enough. Managers must analyze the data. The analysis module in the CRM module is used by companies to classify customers, analyze profits, and obtain a 360o customer view , and predict success.
This analysis will reduce the possibility of wasted time and wasted effort due to wrong or inaccurate understanding of the existing data. In addition, this analysis module will make it easier for superiors to view analysis results in the form of reports if needed at any time.
Module 3: Reporting
Data without analysis is meaningless. The CRM system must be able to process and analyze data effectively. The data analysis can be seen in the form of a report. This report can assist companies in improving their business processes. Some of the most valuable reports in a CRM system are pipeline reports to view sales opportunities, activity reports to track team members' activities, customer complaint reports, and tracking prospects.
Module 4: Performance Management CRM Module
In the past, it was difficult to assess the performance of the sales team who were dealing with clients manually. You don't know if what they report is true. Now, with the features of CRM software , you can track the activities of your sales team.
This module can assess key performance indicators or KPIs that can be determined according to needs. The live check-in feature with GPS can track the whereabouts of team members. Apart from that, you can also see the amount of sales and profits generated by each sales member.
In this way, you can clearly see the performance of each member of your team and make it easier for them to judge.
Module 5: Social Media Management
Currently, customers will feel more comfortable communicating through social media. When they want to ask information about a product from a company, customers will definitely look for social media that can be contacted.
This CRM module functions to integrate various social media platforms such as WhatsApp, Line, Telegram, and Facebook Messenger directly into the company's CRM system. All contacts and conversations on social media will be entered and recorded automatically. Thus, you don't need to enter data into the CRM system manually.
Module 6: Call centers
The call center module will help in making calls, recording calls, and tracking call history. You don't have to worry about losing the details of interactions with customers. This module is usually equipped with a notification that will inform you to make a scheduled call. You can automatically make calls to potential customers.
Several call center modules in the CRM software are also equipped with the Robocall Technology System , such as Qontak's. This feature allows you to make calls to thousands of people automatically which will save your business expenses.
This module will be very useful for sales and customer service teams. The CRM system can save the entire conversation history automatically. You can use this to assess the performance of your customer service team by looking at how many conversations were held, how long the conversations took, and how many customers were successfully handled. For sales managers, this module also functions to see the performance of team members by seeing how many calls each member has successfully made. This will be useful for analyzing the call-to-conversation rate of team members.
Module 7: Mobile CRM systems
Mobile CRM is now an unavoidable necessity. CRM system users need to access the software whenever and wherever they are. The main advantage of this module is of course the availability of a CRM system 24/7. Salespeople can do live check-in with GPS via their smartphone without any difficulty. The customer service team will receive direct notification of customer requests and handle them easily and quickly.
Learn more about the advantages of using a CRM system on a smartphone.