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The Customer Revolution | The Role Of CRM In The Digital Era

Updated: May 21

Throughout the history of business one crucial principle has remained, the utter importance of good customer relationships. Due to the recent technology and digital transformation boom, an entire customer revolution has taken place and a new type of informed and more socially engaged customer has appeared. For this reason, the importance of CRM cannot be overstated.


CRM stands for Customer Relationship Management. Though the term is pretty much self-explanatory, it goes far beyond the term itself.


Leslie Ye, the editor at Hubspot’s Sales Blog, describes a CRM in the following way:


“Beyond contact info, CRMs log reps’ touchpoints with their prospects, including emails, phone calls, voicemails, and in-person meetings. Some CRMs offer the ability to track deal stages and reasons for closed-lost and closed-won deals.”

It is no longer the price or quality of the product that keeps your customer happy, in today’s market, it’s all about the customer experience. In order to be competitive and to stay relevant, you need to go above and beyond their expectations and deliver a jaw-dropping customer experience.


In a survey by Customer Management IQ, 76% of customer management executives rated customer experience as one of the highest priorities to their business.



According to Gartner, these numbers have grown to 89% of companies that are determined to compete mostly on the basis of customer experience. Gartner also indicates that Zoho CRM falls under the top 2 CRM systems on the market, winning the customers' choice award for 2021.


Duple has been using Zoho CRM for over a year, the platform has had a huge impact on how we interact with our customers. Not only has it improved our processes and increased our profits but it has also completely transformed communication with our clients, driving higher levels of customer satisfaction amongst our clientele. Advanced built-in analytics enables us to monitor every aspect of our sales cycle, allowing us to remain in control of the entire sales process.


This brings me to the four main reasons why we believe Zoho CRM is an essential tool in your approach to remain competitive in the era of digital transformation.


Endless Integration Possibilities

A CRM integration refers to seamless connectivity between your customer relationship management software and third-party applications. With Zoho CRM, integration possibilities are endless and can be specifically customized to suit your business. From integrations with accounting systems such as Xero to telephone bridge services like IP Telecoms, businesses of all sizes can benefit from using a fully integrated, cross-functional Zoho CRM solution. Below are some examples of the multiple third-party applications that seamlessly integrate with Zoho CRM. You can check out the whole list of Zoho CRM integration here.



Creating Personal Relationships


CRM software is one of the most important sales tools in sales representatives' arsenal. Increased customer response times will allow the sales team to spend more time with customers, and the more time spent with customers, the more deals you will close. Zoho CRM is not only essential for communicating with customers, but it can also create aligned communication within your company among your sales representatives.



Automation Of Daily Tasks


CRM automation refers to the platform's ability to automate time-consuming, everyday tasks to streamline work, improve productivity, and ultimately cutting unnecessary costs. With Zoho CRM, automation can range across multiple functions including marketing, sales, lead generation, e-mail automation, field updates, and analytics.


Better Protection Of Data Privacy


Finally, let’s address the elephant in the room. Europes' General Data Protection Regulation, better known as GDPR compliance, and South Africa's, Protection of Personal Information Act better known as POPI Act.

In order to comply with the data privacy requirements, it’s extremely important to have CRM software that has inbuilt privacy-related functionality that will sort out your compliance for you. One of the main benefits of Zoho CRM is that it ensures compliance with just a click of a button. This can save you an enormous amount of time and effort, as being compliant is a job in itself, not to mention all the unpleasant legal consequences if you are caught violating any privacy laws.


Zoho CRM can be modified to fit virtually any business type whether it is big or small which makes it an excellent tool for any business. Zoho CRM will allow your company to increase not only customer satisfaction but also overall efficiency and profitability. Get in touch with us if you are curious about the benefits that Zoho CRM holds for your business.


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