Why Using a Customer Relationship Management system is Important

Published: November 22, 2021

Customer Relationship Management System …


What exactly is a Customer Relationship Management System? According to Salesforce, a Customer Relationship Management (CRM) system is a technology that focuses on managing a company’s relationship with its customers, prospects, and all business relationships consistent with growing the business. Thus, the CRM system assists company’s stay connected to their customers and simplifying processes, improving the profitability of the firm. CRM system used by any business that has a relationship or wants to develop a relationship with the prospect or customer and wants to understand them through data accumulation and analytics.

But why is a CRM system so crucial to any business? Jason Kulpa did an article in Forbes on this very subject the importance of CRM. A CRM is necessary because it keeps critical information about an organization’s prospective customers and customers alike in a uniform way that all parties can view and know what was last discussed with the contact. This is important when dealing with accounts of knowing what was done prior and what is next or expected next steps.

CRM is a tool that helps management build relationships with its contacts, be they prospects, customers, or anyone that a business needs to keep up with or information. Having a central place for data on contacts is essential and keeps this data organized, and anyone viewing this data can continue with the flow of thought or actions that were planned as far as the next steps. Donald E. Mitchell Agency, Inc. is a marketing and small business consulting firm specializing in CRM and implementing them with companies with ten employees or less. Why? Because this is the backbone of small businesses here in America.

According to the current U.S. census, data businesses with nine or fewer employees make 95% of all small businesses. And solo entrepreneurs or freelancers make up more than 78% of all companies. The small business entrepreneur needs this type of technology to stay competitive in today’s market.

HubSpot “Free CRM”

As one who has tried many different CRM systems to manage my business, I am most favorable of HubSpot. I started using HubSpot in September 2019, after being diagnosed with lung cancer and built my prospect list to begin operating in January 2020, and then less than 90-days later, I was forced, like everyone else, to shut down until further notice to reduce the spread of covid-19. HubSpot helped with a centralized place to have all my data on contacts; no matter the communication method or process, it was recorded in the CRM for later analysis.

Today as a certified solutions partner with HubSpot and a small business consultant, I find the solutions process of using HubSpot and the scaling and management of my business more simplified. And the onboarding process is less intimidating due to HubSpot’s onboarding experts who implement the service and can have a firm up and running in a short time with no stress or strain from your management team. I have been with a few of the more prominent and popular CRM systems to spend much time trying to implement the software where it would be functional to my agency and found myself frustrated in the onboarding process and found it was not applicable to the agency operation and function.

HubSpot has 5-unique platforms for businesses of all sizes (1) Marketing Hub, (2) Sales Hub,  (3) Service Hub, (4) CMS, and (5) Operational Hub. All 5-hubs operate within the “Free” CRM system that stores all the data on all your contacts. For your education and knowledge building, HubSpots has hundreds of courses to teach you the how-to of the operation and management of the “FREE” CRM system and the other hubs that will help you scale your business. And HubSpot is in 120 + countries around the world.

CRM From A Academics Prospective

Dag Øivind Madsen and Daniel Johanson did a research project on CRMs and their practicality in the business and management of organizations in their usage of customer relationship systems. They found that CRMs are one of the extremely widely used business tools globally. From a scholarly view of these two academic researchers, they found CRMs remained relatively high in demand and thought to be highly regarded management tools in the business. Since its inception in the 1980s in the business world, the software is still peaking, and no signs of this system leveling off.

Thus, the popularity of CRM software is promoted by institutions, management consultants, software firms, and IT practitioners, with training and certification of its usage and application to business practices and processes. Furthermore, the trajectory of CRM usage in the future is accelerating as a management tool, and no signs of this activity slowing. The CRM market has grown extensively since its inception, with no hints of it slowing.

The CRM phenomenon is a universal buy-in of business organizations of all sizes, budgets, and awareness of needed data and a central place to store, analyze, and interpret this data to manage contacts. CRM scores are high in managements acceptance as the tool to manage and scale business operations. This management tool is universal and flows to all cultures and businesses globally. Hence, the need for organizations to know their customers through CRM systems helps the industry better understand their point of contact. And it does not matter if the purpose is B2B or B2C.

The Pandemic, And Entrepreneurship Today

As an entrepreneur, I remember starting as one who wanted to operate and own his own business. My story began when I was a paperboy at the age of 11-years old where I learned to build the paper route through sales and maintain this route and made it to one of the most significant routes in the 60s in Cleveland, Ohio, until graduation from High School.

Then later, whereas I went into the Insurance business, it was there where I excelled at being one of the top agents with Mammoth Insurance in the early 70s, and later became one of their youngest managers at the age of 24, and transferred to Detroit, Michigan. Thus, at the age of 28, I launched into entrepreneurs in Detroit to start a marketing agency maintained until today. However, due to the lack of capital accumulation and little business acumen other than selling, I struggled for 10-years until I found my footing in the merchant service business. It was here that I found I did not have a track or structure to run on for my business. Once established then the building process began of steady growth each year, until the middle 90s, where the small business became stagnant; it was there that automation began to alleviate this problem for the future; I brought in a computer to better manage the agency, which solved the problem.

One may ask, why is he sharing this information? And the answer to the question is to help other small businesses (those that employ ten or fewer employees) not to make the same mistake that I made earlier, especially those solo entrepreneurs. And the answer to all this chaos is having a track to run on, and that track is having a CRM system in your business, profession, or anyone who deals with people, sales, marketing, or service to your customer; a CRM system will tie everything together in one central place to manage.

Today, as one who holds a Doctorate degree in Business Administration from California InterContenental University, focusing on Entrepreneurship and Business Management, and an M.B.A., and B.B.A., from American InterContinential University focus-Marketing. My objective is to help other entrepreneurs take their business out of stagnation into prosperity through HubSpot’s business philosophy of “Inbound Marketing” and provide that track to run on. My concept is to help reduce the fail rate of entrepreneurs starting in business, one business at a time. Two-thirds of small businesses starting will fail within the first five years, and my objective is to reduce this amount and have more profitable businesses get past the 5-year point.

As a small business consultant who specializes in entrepreneurial revenue through sales and marketing. So, If your organization has problems with the solution of finding ways to be profitable in the area of sales, marketing, and the service sector, enclosed is my calendar and schedule your free consultation. in this matter to see if we can be of service with a solution to your business issue.

Book Time On My Calendar Here

Email: donaldemitchell1@msn.com

Website: www.donaldemitchell.com 

I am interested in the readership commenting on this blog to better handle this current situation and crisis with the covid-19 pandemic. And a response will follow.

About the author:

Dr. Donald E. Mitchell work as a Small Business Consultant specializing in management software, digital transformation, digital marketing, e-commerce, website development, and alternative financing.  My primary focus is on small business growth and solutions for growth through sales and digital marketing.

The author’s beliefs are personal and reflect his worldview, experience, and academic study, and research in the issues and practices mentioned in entrepreneurship and business management.`

A certified HubSpot solutions partner

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