Key Features of a Customer Relationship Management System
Having the right customer relationship management system can make or break your insurance client business.
Pick the right one, and you’ve got the golden ticket to improve customer service, increase personalized and one-on-one interactions, better respond to customer needs, improve marketing customization, and save time.
Pick the wrong one and you’ve got a teeth-baring monster which alienates customers, invades privacy, and is implemented with no clear way to measure success.
More Than Stats and Facts
A CRM is a lot more than a fact repository: It’s a system for managing the way your company interacts with current and potential customers.
CRMs use data analysis about a customer’s history to improve relations, and they compile data from a variety of in-house channels—website, telephone, email, live chat, social media, and more—to learn about target audiences and cater to their needs.
You could slap all of that intel in an Excel spreadsheet, of course, but CRMs go beyond spreadsheets in terms of functionality.
Customer Relationship Management Systems Have These Key Features
- A good CRM will send or display appointment reminders.
- Weekly or monthly reports can show how efficient your sales process is.
- You can label the leads where they are in the purchase spectrum.
- Some of the more sophisticated CRMs include email capabilities built into the program, which promotes time efficiency, as well as built-in calling.
- Advanced CRMs will track commissions.
- For larger agencies, lead routing in CRMs helps channel the ﬂ ow of leads to the right agent.