Small businesses can benefit significantly from implementing CRM and workflow management systems, which enhance efficiency, improve customer relationships, and boost productivity. Key advantages include better customer retention, streamlined sales processes, and reduced operational costs. Choosing the right system involves evaluating business goals, needs, and budget to ensure optimal performance and integration.

1. Why Should SMEs Use CRM &
Workflow Management
Systems?
Small Businesses CRM

2. Workflow management and customer relationship management (CRM) systems are
essential for any business that wants to be able to efficiently manage its operations. In this
article, we will explore the benefits of using these systems and why businesses should consider
adopting them.
A CRM and workflow management system (WMS) is an essential tool for any business
because it can help you to improve your customer relationship management (CRM) efficiency.
By automating the processes that you carry out every day, you can boost your productivity and
ensure that all your communication is managed in a systematic and coordinated way.
Did you know that CRM software can provide a treasure of benefits for your business such as
customer retention, increased productivity etc.?

3. Here are Its Benefits in Detail:
● CRM software helps to gather customer interactions in one central place which improves customer
satisfaction and experience.
● It is one of the world’s quickest-growing industries, expected to boost at a whopping 14% between
2022 and 2027.
● The advantages of CRM are better customer retention, detailed analytics, increased sales etc.
● This article has been specially crafted for small businesses and marketers who want to dive deep into
the benefits of CRM software for themselves.
● CRM (Customer Relationship Management) Software has become a critical tool for enterprises of
all sizes. From automating key tasks to organising contacts, it provides countless benefits to any
business.
● This has become extremely important nowadays as more and more organisations are shifting to
remote work.
● The CRM software market presently is one of the quickest-growing industries, speculated to grow at
an astonishing rate of 14.27% between 2020 to 2027, driven by automated engagement, consumer
demand for better customer service, and various other customer experiences.

4. What is CRM Software?
CRM software simply stands for ‘Customer Relationship Management system’, a kind of software that lets businesses
manage, organise and track their relationships with customers.
It helps you store customer data such as user behaviour, purchase records, how long a customer has been associated with
you, notes on sales interactions and so on. You can use this data to optimise your marketing and sales processes and
enhance customer service across your company.
According to Bryan Philips who is the head of marketing at In Motion Marketing, CRM is a group of technology, tools, and
techniques used to help marketing and sales professionals understand their customers in a great way.
This technology works by monitoring the actions and behaviour of your potential or current customers through your
business’s social media channels, website, and/or email marketing campaigns which guide the customer through the buying
funnel or sales by shooting a triggered email or alerting a representative.
Golden Takeaway: CRM software is used to manage, store, and organise data related to your business’s relationships with
customers.

5. Now let’s Discuss in Detail How CRM can
Help Your Business
Better Customer Service
Modern CRM software has several functions but did you know that it was originally created to enhance
customer-business relationships?
It manages all your contacts and collects important customer information such as purchase records,
demographics, and previous messages across all mediums and also makes it smoothly accessible to anyone
in your organisation who needs it.
This makes sure that your team has all that they need to know about the customer at their fingertips and can
give a great experience, which in turn boosts customer satisfaction.

6. Increased Sales
A CRM tool also streamlines your sales procedure, automates key tasks, builds a sales pipeline,
and examines all your sales data in one dedicated space, boosting productivity and sales to
great effect.
It also establishes a step-by-step process that your staff can bank on anytime and that you can
easily modify as issue pop.

7. Improved Customer Retention
A well-managed CRM workflow can help to improve customer retention and loyalty, as it can
provide customers with a clear understanding of their relationship with the company and the
ability to track their progress through each stage of the sales process.
This can help to build trust and confidence between the company and its customers, which can
lead to increased sales activity and revenue.

8. Reduced costs
A well-functioning CRM system can save you money by automating routine tasks and reducing
the amount of time that you need to spend on administrative work.
In addition, a WMS can help to keep your operations organised and streamlined, which will lead
to reduced waste and overall cost savings.

9. Enhanced Marketing Capabilities
A well-managed CRM workflow can help you better target your marketing efforts, by allowing you to track
customer data in a centralised location. This information can then be used to create targeted marketing
campaigns that will reach your target audience more effectively than ever before.
Reduced Costs associated with Sales Processes
A well-managed CRM workflow can reduce costs associated with your sales processes, by automating key
aspects of the process such as customer contact management/tracking, lead management, email marketing,
etc.

10. Improved tracking of marketing campaigns
A CRM & workflow management system can help you track the progress of your marketing campaigns more
effectively. This will allow you to identify any weaknesses or successes early on, which will help you make better
decisions moving forward.
Increased security and data protection
A CRM & workflow management system can help protect your business’s sensitive information from being
stolen or misplaced. By keeping all of your customer data in one place, you can ensure that it is safe from
unauthorised access.
More accurate forecasting and planning
A CRM & workflow management system can help you predict future trends and make informed decisions
based on this information.

11. How to Choose the Right CRM &
Workflow Management System for Your
Organisation?
There are many factors to consider when choosing the right CRM & workflow management system for your
organisation, including your business goals, needs, and budget. Here are some tips to help you choose the
best system for your needs:
Consider Your Business Goals
Your business goals will help you decide which features are important to you and which systems will best
support your overall strategy. For example, do you want a system that helps you track customer interactions
or sales leads? Or do you need a tool to manage employee productivity?

12. Consider Your Needs
Your needs from a CRM & workflow management system will depend on how your employees
and business processes operate. For example, do you need a cloud-based system that can be
accessed from any device? Or would an on-premises solution be better for your specific
business needs?
Assess Your Budget
The cost of CRM & workflow management systems can vary significantly depending on the
features and functionality offered. It’s important to assess your overall business needs and
budget before making a purchase decision. Xapsys’ aim is to always ensure that the CRM and
workflow system we install increases our customer’s profits and revenue. We often find that in
addition to the benefits from system features, the system itself can show savings against other
software packages and plugins as well as labour and admin.

13. Is There a Cost Involved With
Implementing a CRM?
There is no one-size-fits-all answer to this question, as the cost of implementing a CRM will
vary depending on the size and type of business, the features and capabilities required, and
the resources available.
However, a few factors to consider when determining if CRM is worth the investment include:
whether or not current processes are inefficient and time-consuming; how much revenue is lost
due to poor customer engagement; and whether or not there are any opportunities to improve
process efficiency and accuracy.
Xapsys will transfer data and integrate your system with your ERP free of charge, only
custom functionality developments are charged additionally.

14. How can You Implement CRM?
There are many benefits to implementing a CRM system for your small business. A CRM
system can help you manage your customer relationships, sales opportunities, and products
more efficiently.
It can also help you track the performance of your team and keep track of customer trends. By
using a CRM system, you can increase productivity and improve your bottom line. Here are
some tips on how to implement a CRM system for your small business:

15. Choose the Right CRM System for Your Business
Before you can start installing the software, you first have to decide which type of CRM system
is best for your business.
There are several different types of CRMs available, including open-source systems like
Salesforce and Microsoft Dynamics, as well as proprietary systems for larger companies like
Oracle and SAP.
It’s important to choose the right CRM system for your company’s needs before starting any
installation work.

16. Setup a Customised Installation Process
Once you’ve chosen the type of CRM system that best suits your business needs, it’s time to
set up the installation process. You’ll need to contact the vendor or provider of the software in
order to get detailed instructions on setting up your new software.
Make sure to follow all the vendor’s instructions carefully in order to avoid any errors during
installation.
Once everything is set up correctly, test it out by creating a few simple accounts and logging into
them (if possible).

17. Conclusion
SMEs should consider using CRM & workflow management systems to improve their
efficiency and performance. By automating processes and tracking data, CRM & workflow
management systems can help SMEs manage customer relationships, workflows, and sales
activities more effectively.
This can help simplify business operations and make it easier for SMEs to track progress and
identify opportunities.
Source

18. Author Profile
● Company - Xapsys - ERP Integrated CRM & Workflow Solutions
UK
● Tel: +44 116 232 3150
● Email: info@xapsys.co.uk
● Skype ID: Xapsys
● Address: 17 Boston Road, Leicester LE4 1AW – UK
● Website: https://xapsys.co.uk/