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1. Contact Management.Contact management is an element of CRM that sometimes goes by customer management software. This allows users to segment your contacts into groups to organize and better cater to them. With this CRM capability, you’ll be able to gather crucial customer data and bolster your marketing strategies when introducing new products. It also improves the personalization of all contacts with customers, making them feel important and catered to. This is a key factor in customer satisfaction!
2. Sales Team and Customer Opportunity Management. Quantifying the opportunities that your sales team has with customers is a relatively basic feature of CRM. Referred to as lead scoring, it allows users to identify the customers that are most likely to convert. This helps streamline sales/marketing teams, improve efficiency and optimize your sales process.
3. Lead Management for Determining High-Quality Leads. No CRM feature list would be complete without mentioning lead management. This technology allows a business to determine the best customers to follow up with based upon demographic and psychographic factors. Like lead scoring, it improves the efficiency and productivity of your sales team by helping them focus on the right leads at the right time.
4. Reports and Dashboards. Once relegated to business intelligence tools, BI, reporting and dashboards have become some of the top CRM features. Users can view statistics in a highly visual, engaging perspective using customized reports and dashboards. They offer real-time data updates and a platform that can be accessed from various portals, improving ease of access for a variety of personnel. Management can use these reports to make data-driven decisions — an investment in CRM BI is an investment in the future of your business.
5. Sales Analytics. On the subject of reporting, sales analytics is one of the most valuable features of a CRM. Users can create better sales campaigns in the future by analyzing the hard data of past campaigns. CRM helps you collect data from social media, polls and website traffic, then analyze it — all with the same software.
6. Mobile CRM. Everyone has a smartphone these days, so it makes sense to utilize the amazing technology inside them to benefit your business. Take customer relationship management on a remote device using mobile CRM programs and apps. Staff can view data and receive valuable alerts about campaigns on a mobile device.
7. Sales Force Automation. Another of the many functions of a CRM is the ability to automate certain aspects of your sales process. This includes outgoing calls and follow-up campaigns, as well as the organization of data for more effective future campaigns. Automating these repetitive tasks allows your employees to devote their time and focus to more complex tasks.
8. Sales Forecasting. A large part of customer relationship management is determining a metric for success. Forecasting lets you create a benchmark by which you can determine whether your results are actually on par with your efforts. You can also use this data to determine where you need to direct future efforts.
9. Email Client Integration. You can now gain all of the automation and the organization of a dedicated email client inside of your CRM user interface. Don’t depend on Outlook or IBM notes — find a CRM that will do double duty for you. Then when a customer calls needing support, your reps can easily pull up their previous interactions and information to give them the best care possible.
10. Workflow and Approvals. One of the ways in which your company will instantly increase its efficiency is by optimizing workflows. CRMs can facilitate optimization by automating processes like data collection, data analysis, marketing campaigns and other tasks that were previously done manually. They also offer reporting and analytics to help users identify problem areas in order to improve them.
11. Sales Data. One of the best features of CRM is its ability to organize your sales and customer data into manageable chunks. Once raw data is stratified, it can be developed into visualizations you need to make decisions. Users are able to quantify KPIs, identify pain points and make data-driven decisions.
12. CRM Data/File Storage. In order to maximize the usefulness of data, it must be properly stored. One of CRM’s key features is a proprietary method of data storage so users can pull up the data in an efficient manner. CRMs also offer safeguards to protect and backup this important data to prevent losses and security breaches.
13. Files Sync and Share. CRM functions as the synchronization platform for many of your outside programs. Upload emails from Outlook, sync with Google Drive, import spreadsheets and more. Because of the sharing features of CRM, you can view all of your feature set from one platform.
14. Inside Sales Console. The platform for increasing sales performance through a more efficient UI is known as the inside sales console. CRM systems offer optimized UI and data analytics to further streamline and improve the customer experience.
15. Sales Performance Management. Among other CRM system features, sales performance management offers a range of benefits to sales teams. Managers can easily see what aspects of the sales team are performing well and which need improvement. Data can be organized by sales rep or by other quantifiers. You can manage the performance of sales partners from the platform to ensure your team is performing at its best. By identifying problem areas with concrete data, they can be more efficiently addressed.
16. Marketing Automation Integration. Marketing automation allows you to more efficiently and strategically target audiences that are likely to be interested in what you’re selling. A good CRM platform will allow you to control the terms of automating parts of your marketing program selectively.
17. Chat Integration. The chat feature is priceless to a modern user. By integrating a chat program like Olark or LivePerson directly from your CRM, you can chat with employees, partners and provide customer support, all from the same UI.
18. Call Center Automation and Integration. One of the key features of CRM is the ability to control your call center from your CRM UI and integrate any third-party program into a single platform. The fewer different systems you use, the less likely you’ll be to get confused and lose information via translation or transfer.
19. Web Analytics Integration. Integrating web analytics doesn’t just allow you to collect data on who is visiting your website. It analyzes that raw data, identifies problem areas, suggests ways to improve and provides insights into the way your user base interacts with your website. CRM systems provide intuitive ways to collect and access these statistics from your UI.
20. Support Automation. Customer support features like FAQ pages, chatbots and email correspondence is becoming increasingly automated as AI databases improve. Users can control the output of your customer support features from your UI.
21. Cloud-Based or On-Premise CRM. CRMs come in several different formats — web-based, also known as SaaS or online CRM, or on-premise. On-premise CRM systems use a network of highly-customizable onsite hardware and software systems that require software licenses to store customer data. Cloud CRM solutions exist on remote servers where software updates, security measures, hardware upgrades, backups and more are managed by the CRM service provider. Both come with unique pros and cons to consider before choosing.
22. Product Level Quotes. A CRM functions as an inventory database for your products. Keep up with quotes for the products that you sell individually. Find out which products are doing well with customers and where sales are lost. Access this information from handheld devices, desktops and more.
23. Role-Based Views. For added security, you can restrict your employees’ access based on their role in the organization. Control what different users see within your CRM to prevent data leaks and security breaches. This allows you to manage your employees’ activity based on level and keeps your customers’ data safe.
24. Testing Environment. This functionality of CRM refers to user’s ability to test new capabilities before rolling them out. Your employees can get used to handling the changes, customers can explore and give feedback and you collect data on every interaction. This helps prevent customer frustration, improve conversion rates and help you make educated decisions and actions.
25. 3rd-Party Integrations. No CRM processes list would be complete without mentioning integrations. If you use any other kind of software — ERP, BI, HR — you’ll want to be able to integrate it with your CRM. Integrating other programs to your CRM allows for added functionality and streamlined operation.
26. Campaign Management. Campaign management features allow you to manage your entire sales campaign from a single UI. This includes campaign ROI, scheduling, analytics and more. A CRM combines analytics tools with data collection software, then gives you and your employees numerous access points.
27. Customization Options. Customization is one of the more basic CRM features, but it has far-reaching implications. The more customization, the more flexible the CRM. It’s crucial to know your needs when it comes to customization before making a purchase. Will the software grow with your organization? Does it have the capability to adapt to and integrate with existing software used by your organization? Can it incorporate desktop productivity tools? Can it change when you need it to? If you answered no to any of these questions, you may need to find more flexible software.
28. Email Marketing Integration. Some businesses will be content with the email marketing features of customer relationship management software, but others may find they need the more robust power of a separate email marketer. If you already utilize an email marketing system like MailChimp or Constant Contact, you may prefer to integrate it rather than import that information to your CRM. Most of the CRM products on the market will offer this kind of integration, but it’s important to double check.
29. Social Media Management Integration. Dedicated SMM efforts can be managed from the CRM UI. Integrate management platforms like Oktopost and Hootsuite to streamline your social media management and allow multiple team members to work together from different access points.
30. Case Management/Customer Satisfaction. As the name states, customer relationship management software is about managing your relationships with your customers. Users can manage each customer case individually and efficiently to improve customer satisfaction levels with CRM. Track, close and reopen existing cases with this useful feature. Online case management also allows you to manage any confidential information in a secure environment. You can ensure your customers’ and leads’ sensitive information is kept away from prying eyes that might use that data for identity theft or other harmful activities. This is essential because it helps you avoid cybersecurity issues and data leaks. The last thing any business needs is to get in trouble due to data security issues!