Maintaining customer relationships is essential for the success of any company. CRM (Customer Relationship Management) describes customer relationship management and, as part of the business strategy, should optimize sales and profitability by promoting customer satisfaction and loyalty.
This is implemented using CRM technologies that identify and manage customer relationships in person or virtually. CRM software offers companies different functions in the four segments of sales, marketing, customer service and digital commerce. With the right CRM solution, companies create huge potential to save costs and increase their sales.
Capterra initiated a study to gain a deeper insight into the methods, challenges and trends spain telegram data of customer management in German SMEs. In this context, the main reasons why most companies have not yet switched to a CRM system despite the relevant advantages are questioned.
This CRM user report examines the survey of 216 German small and medium-sized companies to identify the top trends among CRM buyers.
Highlights of the study
German SMEs largely use manual tools for customer management such as Excel and email. The clear majority are willing to invest in a CRM system for the first time or are interested in an alternative to the existing CRM software.
CRM software is used just as often in small and medium-sized companies and is valued for maintaining customer relationships. Almost every second company is willing to invest up to 50 euros per month in a CRM solution.
Only 13% of companies are satisfied with the CRM system they currently use.
1. Manual methods determine customer management
Methods of customer management in German SMEs - CRM Trends 2018
The key results of our study clearly show that many German companies are interested in software-based CRM systems. But what is the current reality? We asked our study participants and found that so far only a relatively small proportion of companies actually use CRM systems.