6. Accurate Reporting and Analytics
Data is the core element needed for the success of any CRM. A CRM system should provide you with a wide range of performance analytics such as agent performance, conversion ratio, and number of queries. These metrics help organizations easily identify where they need to improve to increase the numbers.
7. Multi-Channel Communication
Nowadays, customers are available across various channels. And you want to ensure that you reach them the quickest. The best possible way is by ensuring multi-channel communication. This feature allows the users to deliver messages to customers across multiple platforms, which ensures that the communication reaches the user on whichever channel they are available.
8. Mobile Availability
Nowadays the world is more agile than ever before, and the use of mobile phones has exponentially increased. Thus, the CRM system must be available to users on their cell phones. It allows employees to access at their convenience and also remain in touch with customers whether they are working on-site, off-location, or remotely, making it one of the top CRM features.
9. Freedom to Customize
Considering the continually changing needs of your business, your CRM must provide you the opportunity to customize it to address those needs. This feature provides you with the freedom you need to create new workflows for your team.
10. Integration With 3rd Party Tools
Your CRM should have 3rd party integrations that help it merge with other tools to provide a better output on all levels. For example, the Salesforce CRM allows you to integrate with tools such as Slack, G-Suite, and Linkedin, as well as project management tools such as JIRA. This ensures that your team remains in touch and doesn’t have to go to each other’s seats for communication.
11. Robust Security Protocols
A CRM is the core of your business, thus it must adhere to strict security protocols and measures to ensure that all data remains confidential and free from chances of breach by outsiders. Thus, when choosing a CRM, ensure that it follows the best security protocols. CRM features that improve security include multiple barriers to access, such as RFID chips and two-factor authentication. Other measures to improve security include integrated malware protection which protects the CRM from hazardous viruses.
12. AI and ML Integration
If a CRM features AI and ML integration, it means that the CRM can conclude specific trends, which further improves its reporting and forecasting capabilities. Thus, it can aid as a great tool in marketing decision-making.
13. Self Service Portal
A self-service portal allows individuals using the CRM to have creative freedom, allowing them to take action in the nick of time. Thus users can update account information, or take lead-nurturing initiatives on their own.
So, these are thirteen essential features that should be part of your CRM in 2024. Now, let’s recap what we learned throughout the blog.
The Takeaways
In conclusion, selecting the right CRM in 2024 requires a focus on features that enhance customer interaction, streamline internal processes, and empower data-driven decision-making.
A CRM should provide a consolidated customer view, simplify contact management, and offer an effective lead-nurturing interface. Automation tools and insightful sales pipelines are crucial for optimizing the sales funnel. Accurate reporting and analytics are essential for identifying areas for improvement.
Multi-channel communication and mobile accessibility ensure you can connect with customers on their terms. Customization options and third-party integrations enable the CRM to adapt to your business needs. Robust security protocols safeguard sensitive customer data.
AI and machine learning integration provide valuable insights for marketing efforts. Finally, a self-service portal empowers users to take initiative and manage their interactions.
By prioritizing these thirteen features, you can leverage your CRM to cultivate stronger customer relationships and achieve significant business growth.
