Key operational benefits of implementing CRM:

• reduce the time devoted to sales administrative tasks
• increasing the efficiency of their activities post-sales,
• reduce the number of complaints,
• increasing the effectiveness of promotional activities,
• reducethe cost of of promotion,
• save time IT staff promotions
• full control of the budget for promotion,
• examination of the effectiveness of various promotional activities,
• control of the units of trade,
• faster preparation of materials for clients.

• introduction of a coherent system of customer service for the whole company,
• possibility of creating a central information system, Marketing (SIM)
• improved customer satisfaction,
• increasing customer loyalty,
• increasing sales.

 

Name of activity:	without CRM (in minutes)	with CRM (in minutes)	The number of transactions per month	SAVINGS (in minutes)
Preparation of standard offer	60	10	20	1000
Finding the contact details of the counterparty	3	0,5	120	300
Prepare a list of contractors that meet certain conditions	120	1	4	476
Preparing a mail merge (mailing) to the group of counterparties	60	4	4	224
Preparation of e-mailing to a group of counterparties	120	4	4	464
Prepare weekly report of work done	120	1	4	464
An analysis of the history of contacts with the contractor	10	2	80	640

Quick calculation shows that an employee using a CRM system saves about 60 hours per month!
Suppose that the cost of one hour, including taxes, social security, vacations and holidays, is about 10 Euros.
With the help of a computer system within a month, a position could bring nearly 600 Euros

Dr. Agata Stachowicz-Stanusch
Maciej Stanusch
The authors are independent consultants on marketing management
members of the American Academy of Management.