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News : Surprise, Surprise: CRM Isn't So Bad After All

#contactcenterworld, @sugarcrm

Cupertino, CA, USA, Aug, 2017 -- The top reasons that organizations dislike their CRM system are well chronicled: too much time spent on manual data entry, a clunky user interface that is hard to use, extra features that provide limited value, and a record-keeping system that doesn't move deals forward. However, maybe we've been a little too hard on CRM.

According to a survey of 400 sales executives in the United States and United Kingdom, a CRM system is the most used and most valuable tool for the sales team in both the U.S. and U.K. Not only did 70 percent of respondents say their sales team uses CRM, most sales teams utilize CRM systems more than any other hardware or software tool. Nearly all (92 percent) say the CRM system is extremely or somewhat valuable to increasing the effectiveness of their sales teams.

"Over the last 20 years, CRM became a four-letter word in the eyes of many frustrated sales reps who viewed it more as a hindrance than a helpful tool," said Brent Leary, principal at CRM-Essentials, a management consulting and advisory firm. "However, this new data is encouraging. CRM is clearly viewed as valuable, if not indispensable. The era of the empowered customer has forced organizations to realize a modern CRM solution is essential to help reps provide customers with the right information at the right time."



This survey data is part of a larger "SalesTech Report" conducted to define what the technology stack for a modern sales team looks like. CRM-related data highlights include:

62 percent of respondents said the most important goal when choosing a CRM system for their organization is improving the customer experience they provide, compared with 38 percent that believe improving the effectiveness of their sales team is most important.

10 percent of organizations aren't currently using a CRM, but wish to do so. They cited cost as the top barrier. Some also cited organizational resistance, complexity, lack of awareness of benefits, and lack of senior-level buy-in as reasons they do not have a CRM.

CRM systems are the most used tool to increase the effectiveness of sales teams, even more than smartphones or laptops. Companies with more than $25 million in revenue are more likely to say they use a CRM system than companies with less revenue.

"Though there is work to be done, the results of the survey indicate CRM has turned a corner. It is heading in a direction where it has the capability to tell sales teams far more about the customers than they could possibly know on their own," said Larry Augustin, CEO of SugarCRM. "By automating data entry and developing AI-related features to generate insights, CRM is becoming a smarter, revenue-driving tool. Organizations are clearly taking advantage of its increased value."

Methodology
CITE Research, on behalf of SugarCRM, conducted a survey among 400 business professionals, with 200 respondents in the United States and 200 respondents in the United Kingdom. Respondents were screened to be employed full time, work in sales or business development, and have a job title of director-level or above. All respondents worked at companies with 100 or more employees.

#contactcenterworld, @sugarcrm

Posted by Veronica Silva Cusi, news correspondent
Source: http://www.marketwired.com


About SugarCRM:
Company LogoSugarCRM makes CRM Simple. As the world's fastest growing customer relationship management (CRM) company, SugarCRM applications have been downloaded more than seven million times and currently serve over 700,000 end users in 80 languages. Over 7,000 customers have chosen SugarCRM's On-Site and Cloud Computing services over proprietary alternatives. SugarCRM has been recognized for its customer success and product innovation by CRM Magazine, InfoWorld, Customer Interaction Solutions and Intelligent Enterprise.
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Today's Tip of the Day - Voice Mail

Read today's tip or listen to it on podcast.

Published: Friday, September 1, 2017

Printer Friendly Version Printer friendly version

2021 Buyers Guide Recruitment Products/Services

 
1.) 
MainTrax

HireTrax
HireTrax, MainTrax's standalone pre-hire virtual interviewing solution, automatically analyzes the behavioral characteristics found in each candidate's VOICE to help you select reps better suited for the specific job at hand. After all, agents speak with your customers for hours each day so it's vital they possess the behavioral characteristics and personality traits necessary to be successful. By picking those with tendencies of empathy and positive behavioral traits, you'll have a higher caliber of candidates who will perform better on the job and stay.
PH: 612-817-4090

2.) 
Orion Learning Services Inc.

Assessments for Recruitment, Talent Management, Succession Planning
Looking for assessment tools to help you recruit faster, better and more accurately?

Orion Learning offers a full suite of assessment tools designed to target and report on candidate potential. Our tools are used for recruitment, talent management, succession planning and coaching/mentoring. All of the tools are delivered online and the reports are available online and will provide you with an amazing view of the candidate/individual's potential, interview questions, coaching/mentoring steps and much more.

If you're looking to find the candidate/individual with the highest potential, call Orion today!
PH: 1-416-992-5158

3.) 
Vads

VADS Recruitment Services
VADS Indonesia provides a recruitment process with strict selection with various requirements according to client needs. VADS Indonesia also has a database of trained candidates so that it can meet the agent needs quickly and in large numbers.
PH: 0217991445

4.) 
SalesMatch Ltd

Contact Centre Behavioural Assessments
SalesMatch is an intelligent web based sales and contact centre behavioural assessment platform. It is based on the well known, tried and tested DISC psychometric theory, used by thousands of organisations round the world.

- Reduces Agent Attrition - By selecting the right agent for the role
- Increases Performance - By matching the character profile to the task
- Reduces Time Off - A well matched profile to the role reduced work
stress
- Reduces Recruitment Costs - By early identification of the right candidates

Putting the right person in the job role has become the key focus in the drive...
(read more)
PH: +44 1983 303011

5.) 
TactiCall Recruitment Services

TactiCall Recruitment Services
Permanent Placement
Temporary / Labour Hire / Contingent and Contract Hire
Recruitment Consulting Services
Assessment Centre Design and Facilitation
PH: 07 3831 6333
 

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