Marine Dealer Solutions Blog

Top 5 CRM Features for 2020

Posted by Marine Dealer Solutions on Jul 12, 2019 8:06:13 PM

HEAD-What-will-your-CRM-look-like-in-2020

CRMs allow business the ability to track a consumer’s sales history and monitor your sales efforts from a single dashboard that is designed for increasing efficiency of your sales department. However, as the market continues to grow, a modern CRM system needs much more than a client and sales preview.


A modern CRM system requires latest features that can allow your sales reps to increase efficiency and allow a deeper look into consumer behavior for greater profitability.

So, what constitutes a modern CRM? Here are the top 5 features that a good CRM should have in 2020:

A Native Mobile App

Your sales reps are always on the move, and your CRM system should enable them to be productive at all times. Many sales reps have to open their CRM on mobile-browsers, which not only slows things down, but may also leads to errors when recording important data. This is where the importance of a mobile application is highlighted.

Research into mobile usage behavior also provides proof that people, in general, have a preference for app usage (that accounts for 90% of the time), rather than mobile websites.

Applications are built according to the mobile, meaning they load faster and offer a smooth user experience compared to websites, which are made for large screens. Because of this, websites often fail to offer the same feasibility on smaller screens.

With the ability to remind via screen notifications, work far from office, and offer easy access to information, it’s no wonder that businesses witness cash flow increases through CRM mobile app integration.

Going into 2020, a native CRM mobile app is a necessity rather than a luxury that allows salespersons to be productive, and more effective – regardless of where they are.

Integrated Text Messaging And Outbound/Inbound Calling

A CRM system is designed for you to be up-to-date with the contact’s preferences, as well as their history with your company. However, having to trace their contact details and manually dialing in each contact’s number is a difficult job.

When it comes to customer relationship management, missing out on important information can cost you important leads. There are various questions that your salespeople require answers for, such as:

  • When did you contact the lead for the first time?
  • What was the time of the call?
  • Who was the sales rep that dialed first call to the client?
  • What was the client’s feedback?

Additionally, businesses also need to monitor their text-based sales efforts. Before contacting the lead or customer, there are questions that need to be answered:

  • Did you personalize your texts towards the client?
  • Did the client respond?
  • What was their response?

Time is money, especially when you are in sales. The ability to dial calls directly from the CRM application itself allows salespeople to take a look at the whole picture – broken down into every call or message that you have sent their way.

In turn, this allows them to tweak their strategies for increased chances of converting a lead.

Customer Insights

With more than 3.2 billion users around the globe, most of your target audience can be found on social media. This is where users engage with brands, get in touch with the people they know, and voice their opinions.

As organizations continue to target consumers based on their interests and likes, you can use smart insights to get to know the lead more personally, increasing your chances of success.

Hence, modern CRM systems must include social media integration as part of the complete package. This allows businesses to act quickly and respond to customers and leads faster by analyzing how they behave on social media and what are their preferences.

People spend nearly two hours per day on social media, providing a rich ground of information about how they, the consumer, view your brand and what the conversation is regarding it.

Inventory Integration

Organizations are used to handling inventory management, and CRM software as two separate systems. While inventory management systems are meant to handle information relating to accounting and sales history, CRM systems are meant to record customer interaction, messages and other aspects that relate to relationship management.

Integrating your inventory management with the CRM can allow your business to benefit from increased productivity, and efficient data management.

As organizations continue to leverage data for success, integrating your CRM system with your inventory management will allow salespersons to have a more complete 360 degree view of the lead or customer.

From the point of initial contact to analyzing consumer tastes, preferences and buying behavior – inventory and CRM integration can allow salespeople to understand the contact more, which will lead to a better user experience with the brand – and a glowing reputation.

This integration will actually combine many workflow processes into one, which will allow you to automate and increase productivity.

Email Tracking

Emails are one of the most important communication channels deployed by businesses, as they provide 40 times greater ROI than leading social media channels. There is more to emails than just filling in a template and hitting the send button. Did you know that following up with your prospect even just once can increase your average reply rate by 13%?

But, how do you know that it is time for a follow-up? How can you tell whether your email has been opened or not?

Consider a scenario where you have forwarded your final proposal, and all you need is their agreement – but they are just not replying.

In such a case, common questions that run through a sales rep’s mind include: has the email reached them yet, or is it rotting away in the spam folder? Are they just taking time to consider the proposal? Is it time for a follow-up?

By opting for a CRM that has an inbuilt email tracker, you can get answers to all those questions – further increasing the effectiveness of your sales campaigns.

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--CRM systems form the core of your sales department, allowing salespeople to leverage leads and customer data to make better decisions.

Modern CRM systems, like CalleriQ, provide users with the latest features that allow businesses to increase productivity, enhance user experience, and multiply their sales.

Topics: Lead Response & Management, Customer Retention, CRM