For businesses starting off a customer relationship management (CRM) system, it can be difficult keeping track of your customers and prospects at first. One thing is for sure, that effective customer relationship management comes with much attention to detail, knowing as much about your clients as possible and respond quickly to their inquiries. Lead management is necessary for keeping a business above water.  With the adoption of software and tools, businesses are adapting to CRM implementations. Keeping in mind, your customers experience is important to help your business grow. Here are 10 things to start your CRM process.


Have a clear CRM vision

CRM entails a cycle of marketing, sales, feedback and support. Have a clear CRM vision to establish your clients and value their proposition. You want to create a business system delivering the correct customer experience to acquire, retain, and develop targeted customers.


Manage your CRM

With knowledge and skill the process can be handled with excellent performance. It may take a group of people or just one person to manage a business’s customer relations, depending on the demand and growth of the company and how the information is stored. Combined with e-marketing and online activities updating your system becomes a main priority.


Obtain clients and prospects

Gather all your information from your client database’s, website and newsletter subscriptions and manage your list accordingly. Prepare your lists for CRM to create an organized system.


Lead Management

CRM in marketing is to generate leads for sales. Manage your leads in a structured and organized way and rate them accordingly to generate sales. If you’re still capturing your clients on spreadsheets, email tools and accounting systems, sooner or later you will need a CRM System to create a seamless organizational structure.



Plan your marketing strategy using tools and mediums to obtain customers relations. Create value in communication structures, across multi-channel integrations such as social media, email marketing, website initiatives etc., which can be monitored and evaluated by analytical insights. This enables employee engagement and effective communications which can be assessed and planned out strategically for effective marketing communications.


Get social

Social CRM is a transformation of customer integrations for Facebook, Twitter and other channels. The CRM model in social media is growing increasingly is interactive and dynamic. Social media users are looking for news, information and products. Connect with them and grow your leads.


Retain your clients

CRM implements a sales force that is customer centric. Customer centricity aligns business resources, to the changing need of the customer.  Understand the value, needs and interest of you clients initiating long-term communications.


Value added

Engage in giving your clients the best services and obtain your leads by offering a value added approach that is greater than the competition.


Evaluate performance

CRM systems using built in analytics can provide much needed data for market research and performance assessments. Using all analytic information across all channels, SEO, social media insights and CRM, you can measure your business.


Choose a CRM System

Finally taking into account that all these critical factors surrounding the CRM process, you can take the next steps to initiating CRM software. Choose from cloud based solutions such as Salesforce, Zoho, Sage or SAP. CRM software automates tasks as contact management, communication, tracking and scheduling as well as sales forecasting.  

A CRM Solution provides business intelligence making your teams more efficient, starting with your customer relationship management system to grow your sales. The planning and execution of a CRM Implementation strategy is structured process. Once thought of properly, it will be the right business tool.




 Written by Fatima Karrim.  Fatima has worked in the Marketing Communications industry for the past 8 years.  She has completed her degree in Corporate Communications at the University of Johannesburg.  Being dedicated to Internet Marketing, Fatima has build an understanding of customer relations, by making use of essential tools.  She specialises in Information Management by approaching it through online and email marketing.  Fatima has had the opportunity to assist start-ups and established businesses with brand identity, concepts, design as well as developing online strategies for marketing communications.
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