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Why Is the CRM System Vital for Telemarketing Services in the Philippines?
You must have often heard of the “seamless integration of CRM” sales pitch. Whether from call centers in the Philippines, telemarketing companies in the Philippines, or call center outsourcing in the Philippines.
CRM is not a mere lip service in the global BPO market. Telemarketing services vendors and businesses worldwide understand the importance of delivering optimal benefits.
Customer relations management is both an art and a science. This is to reach the penultimate goal of any business: customer retention.
Most businesses and the public often associate CRM with customer satisfaction, like in some after-sales support. But CRM, or a sophisticated one, plays a vital role in increasing ROI and sustaining business profit.
This is especially true for the telemarketing services in the Philippines. Telemarketing services through CRM enable a business to nurture its existing clients. As well as convince new targeted customers.
CRM in telemarketing triggers, manages, and tracks contact with existing customers and prospects.
CRM could mean two things for telemarketing services in the Philippines; first, as a practice, which means customer relations management, to improve customer retention.
Second, as a technology or platform. As tools to help telemarketing teams carry out marketing efforts to their maximum level.
These two go hand-in-hand when it comes to telemarketing companies in the Philippines. The CRM system requires in-synch efforts of the software and its users to increase ROI.
Where does CRM come into the picture for Telemarketing Companies in the Philippines?
There are five sales stages, and CRM comes into play from start to finish. Telemarketing exists in the first two to three sets.
- Prospecting
- Qualifying
- Proposal
- Negotiating
- Closing
|
Sales Stage |
CRM as platform |
CRM as practice |
| Prospecting |
Maintains and manages a prospect’s information such as: 1. Products or services availed 2. Feedback or complaints 3. Touchpoints like email, website forms, and social media. Also, phone calls, voicemails, or in-person meetings |
Information from CRM tools is used for market segmentation purposes. Marketing strategies and messaging align with customers’ behavior. Helps to understand sales pipelines better and improve forecasting on sales approach |
| Qualifying |
Keep track of marketing and sales results, like how a sale is brought. Also, identify the value of each lead or customer. Determine the spending on a specific channel and returns. Tracks where a prospect is in the deal stages. Identify reasons for closed-lost or closed-won deals. |
Telemarketers concentrate their efforts on reaching prospects with the highest probability of buying. Helps identify critical personalities of prospects. Creation of a script to pique and sustain their interests. Allows individualized relationships with each customer. Identify the most profitable customers and provide the highest level of services. |
| Proposal |
Organize and send custom email or mailing lists for specific marketing campaigns. |
Enables the creation of personalized services or products for the customer needs. |
CRM tools enable a company to record and maintain conversations and sales history. In turn, it helps to improve marketing strategies and image branding. Which customers and clients can relate to.
Also, CRM ensures the maintenance of the strongest touchpoints. At the same time, we are eliminating or improving the weakest touchpoints.
What CRM as a Platform Can Provide for Telemarketing Services in the Philippines
Tons of CRM tools and software are available in the market today. For call center outsourcing in the Philippines, comprehensive CRM means better services to worldwide clients.
For telemarketing services, CRM helps deliver the following:
1. In-depth learning about customers
CRM, as a platform, compiles comprehensive reports about customers. Information such as who they are, why they buy your products or avail your service—and insights on their purchase history trends.
You can use these insights to anticipate and fulfill your customer’s needs. CRM tools help you to connect with the proper recipients of your promotions and new products.
2. Organization of customer-related information
CRM enables the automation of specific functions of the business. This includes sales processes, marketing campaigns, business analytics, and customer data, which results in more straightforward and easier-to-understand sets of information.
Adding to that is efficiency and accessibility among teams or agents. This helps them look at updated and comprehensive information and make sound decisions.
3. Optimization of customer interaction
CRM simplifies and streamlines many of the more complex interaction processes. This, in turn, maximizes the time and productivity of the in-house team. It helps them focus on their core competencies and outputs.
Primary Focus of CRM as a Platform Useful for Telemarketing
For call center outsourcing, the Philippines uses CRM software for various purposes.
Operational CRM
This is perfect for marketing, sales, and service. This is useful for telemarketing efforts, especially regarding lead generation. This type of CRM deals with past customer data, which are:
- Previous marketing campaigns
- Purchase history
- Service satisfaction or complaints
This emphasizes creating a better experience for your business and your customers. This is perfect for SMEs that have a shorter sales cycle. As well as a high volume of repeat sales like e-commerce or business-to-customer retail models.
Analytical CRM
Its primary function is to analyze customer data. This enables better comprehension of market trends. Also, better insights into customer’s wants and needs for the management to see. The goal is to improve customer satisfaction.
This CRM uses data mining and pattern recognition. This works best for SMEs in higher-priced markets with dense competition.
Collaborative CRM
Its key feature is to integrate front-office and back-office communications within your business. This helps better communications between teams, specifically between marketing and sales departments.
This sometimes involves pooling or sharing of customer’s data with external stakeholders. These could be suppliers and distributors. Through this, certain businesses can improve customer experience.
This is perfect for markets where innovation and product development contribute to success. This creates a much more detailed picture of what consumers are responding to.
Advantages of CRM System For Your Telemarketing Efforts
Call center Philippines that offers telemarketing services use a CRM system. By system, we mean integration of CRM practice and CRM tools.
1. Increasing Productivity
For the telemarketing side, a CRM system improves productivity by creating a cohesive database of customers, which provides a detailed picture of a prospect or a customer.
Retrieval of information is fast and easy as these software are cloud-based. This provides interaction, sales pipeline information, orders, and sales, even feedback or complaints, all in one place.
Time-saving is one of the defining qualities of a sound CRM system. Your telemarketing teams can now focus on following up on queries, warming up leads, and providing even better customer service.
Your marketing department can send targeted communications to prospects. Who has the highest probability of closing a sale? This is far more effective than bulk mailing programs sent to random or low-value leads. This helps to identify and target their best markets.
Data from CRM they can use are:
- Call history
- Website use
- Sales pipeline
- Responses to previous email campaigns
2. Improve Customer Service
Follow-up on web-generated leads is quite a challenge for most companies, as 71% take over 47 hours. Furthermore, the sooner a follow-up on a tip, the higher the chance to close into a sale.
Follow up on lead as soon as possible leaves a lasting impression. Your business dedicates time efficiency and speed when dealing with your customers.
CRM system enables your in-house team to follow up on leads in real-time. This allows them to nurture customer relationships, and this project has a professional and confident image of customer interactions.
Why CRM Should Be An Integral Part of Your Outsourced Telemarketing Services
If you outsource from a call center in the Philippines, zoom in on their CRM system. Keep the following in mind when you do so for your telemarketing efforts:
- Use of CRM to simplify marketing and sales processes
- CRM is in place to provide efficient and better customer service
- Streamline the methods to discover new clients and increase customer revenue
- For effective cross-selling and upselling activities
- Develop better communication processes
- Efficient collection of customer-related data and information
- Effective creation of a business persona
- Increase customer satisfaction
- A cohesive database of customer information
- Identify new opportunities to increase ROI
Magellan Solutions Maximizer CRM System for Telemarketing Services
We are an SME-focused provider of telemarketing services in the Philippines. We understand the optimal results of having the best CRM system in place.
Our 17 years of industry experience provide us with insights to maximize the use of CRM systems. Whether as a practice or as a platform. We ensure that we only use the best CRM tools available. Our agents are knowledgeable enough to use them to their full potential.
Let us help you identify, contact, attract, and acquire new customers. All the while, we can help you nurture your existing clients. We are also ISO 27001-certified and HIPAA-compliant. This is our pledge to safeguard your information to its highest quality.
Contact us today to avail your free 60-minute business consultation. Please fill out the form below so we can start today!
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