Whether you’re a business owner or the main decision-maker for a company, you will know just how important good customer relationships are to success. When the customer is happy and satisfied with the service that you provide to them, they’re not only going to be more likely to purchase from you again and again, but also tell others about your product or service when asked for a recommendation. So, using a good customer relationship management (CRM) system is essential. But with so many CRMs on the market to choose from, how do you make sure that you’re using the right one for your business? Keep these tips in mind:


First, Define Your Needs:

First of all, you’ll need to get a clear idea of what you want your CRM to do for you. There are plenty of powerful, feature-packed options which you can read about in this post about 20 innovative CRM trends for 2020 from PieSync, a website that compares various software programs for businesses. Bear in mind that most companies only end up using around a tenth or less of the features available, so it’s wise to have a list of firm features you need from the start in order to avoid overspending.


Marketing Integration

As you are probably aware, good marketing is the lifeblood of any company. And a good CRM system should offer you a complete view of each lead, your current customers, and any previous customers. It should include any relevant, related data including demographics, products purchased, and contact details. You can utilize this data to provide a tailored, personalized marketing campaign for each customer whether you’re using email marketing, landing pages, or multichannel marketing campaigns.



If your customers’ concerns are buried somewhere underneath a mountain of data, and they are constantly having to follow up with your business to get answers, you’re showing them that you’re not prioritizing their experience. A good CRM system should include a helpdesk feature which enables reporting on any tickets made, and the length of time that it takes for them to be resolved. Tickets are organized based on priority, complexity or deadlines, and there should be a knowledge base included for any clients who are interested in self-service. It should allow you to interact with customers in a variety of ways including email, phone, and live chat.


Social Capabilities:

Your company might be producing some fantastic marketing content in the form of engaging Facebook posts, interesting blog posts, snappy Tweets, and vibrant YouTube videos - but if it’s a one-way street, it’s not going to get very far. A good CRM system can help you increase customer engagement. Consider getting a CRM that allows you to monitor mentions of your brand on social media and provides you with access to consistent, new information about customer behavior. You can use the tracking and monitoring tools to determine who is engaging in conversations with and about your brand, reward advocates of your brand, and encourage them to spread the word. In 2020, a good CRM system is essential for managing your brand’s relationships with customers and for providing a stand-out experience.