Losing customers? Could Customer Relationship Management be the answer?

Is a CRM right for your business?

CRM - customer relationship management - is essential for any business needing to keep track of their customers.

If you find that you need a way to track your current, past, and potential customers or feel that you are possibly loosing clients because you are not adequately tracking your clients’ needs, sales or opportunities then this article may be of some help.

What is a CRM?

To establish sort of a baseline definition of what we’re talking about in terms of CRM, let’s look at what Wikipedia has to say about it. Wikipedia defines CRM as this:
“CRM is a widely implemented model for managing a company’s interactions with customers, clients, and sales prospects. It involves using technology to organize, automate, and synchronize business processes - principally sales activities, but also those for marketing, customer service, and technical support.
The overall goals are to find, attract, and win new clients; nurture and retain those the company already has; entice former clients back into the fold; and reduce the costs of marketing and client service.”

What does it mean though?

Simply put a CRM is a system you can use to track your clients relationship with your organisation from start to finish.
This will include things like all their contact details, what services/products they have obtained from you in the past and information that will hopefully help you strengthen that relationship for the future.
A CRM can be anything from a home grown spreadsheet(s) that has sprouted organically over time in your business or a full blown CRM Program. If you are looking for a CRM System ask yourself:
  • Will it be able to centralize your business and make you more organized?
  • Will it be able to produce powerful business insights that will make you more profitable?
  • Will it have a history of your contacts, leads, deals, and conversations?
  • Will it be able to scale your operation and make you more productive?
Also think about what metrics you need to see – and make sure the CRM you choose will readily provide you with those insights such as:
  • Incoming Deals
  • Sales Forecasting
  • Sales Revenue Goals
  • Won Deals
  • Sales Funnel Analysis
Lastly remember your business is unique. Make sure the CRM you choose can adapt.
The sales cycle of a real estate agent is different than the sales cycle of an Architectural agency, for example.
Look for a CRM that allows you to customize your sales stages and add custom fields, filters and tags so it makes sense for your business.

Don’t Forget

If you need help then don’t forget to ask GPK Group for assistance.
We can help you analyze your current IT systems, including software and hardware that you already use and we can show you how to take that next step into a brighter business future.

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