CRM is Helping Businesses through COVID-19Customer Relationship Management is not slowing down in the wake of COVID-19; in fact, CRM is helping many businesses through these uncertain times.

Leading Customer Relationship Management technology like Microsoft Dynamics 365 and Salesforce help empower businesses to stay afloat and provide essential businesses with the workflows, processes, and artificial intelligence they need to thrive while adapting to this new normal at unprecedented speeds.

The way we’re working has shifted significantly since safer at home orders have taken over the globe. People are our number one priority, and as a result, we must also put our businesses on top of the list to ensure that our people have sources of income and care.

CRM is a technological aid in times of crisis.

Here is how businesses today leverage CRM to navigate through COVID-19:

Website form optimization collects important opportunity data

CRM technology like Salesforce or Microsoft Dynamics 365 has the power to be connected with marketing automation technology, which helps teams create workflows that process lead, customer, and prospect information directly into the right databases.

Collecting this data is very valuable for salespeople. Now is a good time to analyze the data that has been collected over the past few months via your website forms, especially if things are slowing down, to discover if opportunities are there or will be soon.

Data tells us a lot about our accounts and their needs. During COVID-19, responding to these needs is crucial. Essential businesses especially need the support of technology to help them create the most efficient workflows so that they can focus on what they need to, whether that’s providing patient care or manufacturing and distributing PPE.

CRM is Helping Businesses through COVID-19Set team alerts to keep productivity, collaborations, and connections up

Since the majority of today’s workforce has begun working completely remotely, setting important alerts and reminders for employees has perhaps never been more important. Especially if your entire team isn’t used to working fully remotely, setting alerts and reminders with CRM technology can help to keep your team on track and continue to feel integrated into your work culture.

These reminders establish a purpose and prevent distractions for individuals in the at-home office space. You can do this with calendar integrations and CRM or by setting up workflows in your CRM environment.

Integrations with collaborative workspaces like Microsoft Teams for Microsoft Dynamics 365 or Chatter in Salesforce (or Quip or Slack if Chatter does not meet your needs), among many others, also help to keep your teams feeling connected, collaborative, and aligned.

CRM is Helping Businesses through COVID-19Use marketing automation campaigns to express care, offer resources to aid during COVID-19

People are our foremost priority during COVID-19. The safety and health of our communities come first. Sending content links to valuable resources during COVID-19 isn’t just important for your client’s or lead’s business health, but also for the health of the individuals they employ.

CRM can help with crisis management.

Email campaigns you create in your marketing automation system, integrated with your CRM technology, can help you evaluate your account’s current business state and assess the needs of their business during these times.

As you have cultivated business relationships over the years, now is not the time to let them fall to the wayside. Now is the time to really show how much you care about their overall wellbeing. Relationships, after all, are about people.

Throughout your email campaigns, remember that being authentic, compassionate, and transparent about your own business and theirs is what makes a big difference, and during COVID-19, the more positive of a difference we can make, the better.

CRM is Helping Businesses through COVID-19Clean up CRM data to set yourselves up for success as lockdowns ease

If you’re a salesperson, you may have more downtime than usual. We encourage you to use this time to clean up your CRM data. Get rid of old accounts that have no potential or opportunities associated with them.

During COVID-19 “safer at home” orders, this is a good period to tidy things up so as lockdowns ease and you return back to the office, you can set yourselves up to hit the gas pedal hard again.

Create consistencies

In these uncertain times, most of us are missing our “normal” routines while also trying to adapt and create a new normal. CRM offers a single place of consistency and information for your entire business, to keep part of your “normal” business processes alive.

CRM is helping businesses through COVID-19 by offering a consistent flow of processes, information, and strategies to your users.

CRM is Helping Businesses through COVID-19Sales pipeline reviews are replaced by CRM data

“If it’s not in CRM, it doesn’t exist,” has perhaps never been more poignant of a phrase than before for businesses today.

When we were working in our offices before the lockdown began, sales managers could gain clear visibility into the sales pipeline by having a face-to-face conversation with their salespeople, but now CRM usage is up and sales managers are living this phrase seriously.

The results of working from home full-time have really put this mantra into perspective for sales managers.

While this was always encouraged, it may have been difficult to live before, and as more businesses adjust to this “new normal,” sales normalcy is exemplified by CRM process follow-through.

Maintain and accelerate customer service

With CRM, you won’t lose a beat with customer service. CRM will help enable your customer service team from working in a call center to their home offices in times of crisis.

For example, Salesforce has a customer service hub while Microsoft has designed an application specifically for this purpose, Microsoft Dynamics 365 Customer Service.

CRM is Helping Businesses through COVID-19

After all, CRM is designed to improve customer relationships, and, often, your customer service team is on the front lines of establishing and maintaining these relationships.

CRM helps your customer service team:

  • Understand your customers better
  • Improve customer retention rates
  • Segment customers through account-based marketing campaigns (ABM)
  • Anticipate the needs of the customer
  • Improve customer service issue resolution
  • Coordinate on customer service processes and strategies to boost and maintain brand equity
  • Improve customer communications
  • Protect customer data
  • And more

Take advantage of a centralized hub to adapt with the times

Having a centralized hub enables your team in COVID-19 to:

  • Add new fields or procedures
  • Adjust CRM to fit new processes
  • Run reports to capture the most important information
  • Remain agile in times of crisis

These are some of the ways that CRM is helping businesses through COVID-19. Our team is here to provide the technical support you need throughout COVID-19.

Reach out to us to learn how CRM can help you now. Above all, be well.


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