Of course, there can be even more fields within the CRM system and a modern CRM system allows you to easily customize, add and delete these fields, so your company can collect important information about your customers.
Also, it allows you to automatically collect data from second and third-party sources to be included within the CRM database such as chatbot and live chat conversation, support tickets, etc.
The data you store in your CRM database highly depends on your business and what information is important for you.
For example, if you are in B2B manufacturing, you will want to know only very few personal details such as their name, but then you will want to collect the work and company details such as the job role, work email address, company name, company address, industry, company size, etc.
Why Do You Need CRM Database?
Storing your customer information is a way to improve your customer experience, sales processes, and marketing outcomes, without that, you are only playing the guessing game about what works and what’s happening inside of your organization.
CRM database makes it easy to identify any bottlenecks in your processes, improve your front-end processes and customer experience, by giving your company important data about your customers.
One of the most common examples of when a CRM database is essential for your business is losing customer data due to sales turnaround that it takes longer to re-establish client relationships.
While with the CRM database new hires with the access right can log into the system and know all customers’ information from leads to production, which elevates new hires’ capabilities, improve customer experiences, and improve business outcome.
Another example of why a CRM database is important for your business is when one department does not know what other is doing which results in confusion and poor customer experience.
For example, an automobile salesperson made a custom arrangement with a customer about their new car to change the infotainment system to a large screen at no cost. And because the automobile dealership does not have a CRM database to record such information, the salesperson informed the technician via message to prepare the car with the larger screen.
However, the next day the technician had an off-day and forgot to tell this to a technician on duty and when a customer comes to pick up the car, the screen was not changed. Of course, the customer is already frustrated and tried to explain the deal he had with the salesperson, but because the technician has no way to verify it, the technician and customer start calling the salesperson.
Unfortunately, the salesperson was with another customer and could not attend the call at the moment. And because of this, the customer is already very frustrated and due to the poor treatment and miscommunication, the customer is asking for extra free services to compensate for the miscommunication and terrible experience, which results in costing the company more money and a lower profit margin.
Does this happen only in the automobile industry? No! Problems like this happen to companies across all industries that do not record important customer information like these.
CRM database is your single source of truth about your customers that can be accessed by your employees when they needed to avoid problems like these, which can save time and money, increase productivity, and help agents solve your customers’ problems faster.
And other benefits of the CRM database are:
- Speed up sales processes
- Improve customer experiences
- More personalized customer experience
- Improve business outcomes
- Save money due to turnaround
How to Create CRM Database
Creating your own CRM database to track your leads and customer interactions with your company doesn’t need to be difficult and you don’t have to code your own CRM system to do that.
And in this part, we will show you how to easily create a CRM database without any technical skills:
Step #1: Select Right Software
The first step is to select the best CRM software that fits your company’s needs.
These can be complicated processes and it depends on so many aspects, such as your industry, company size, the purpose of the CRM database, and many more.
With that, you must decide which CRM system is right for you, however, here are our top recommendations:
Microsoft Dynamics 365 is a suite of ERP & CRM business applications for small, medium, and large size businesses that grow with you. The benefits of starting with Dynamics 365 CRM applications are that they are ready to grow with your company and you don’t need to worry you ever outgrow it.