Wondering what CRM is and how it affects your business growth journey? You've come to the right spot! Last month Acumatica held a webinar showcasing their CRM solution enhancements presented by Doug Johnson, VP Product Management, Jin Kim, CRM Product Owner, and Omar Ghazi, Senior Product Manager - Integrations. Let's dive in to how exactly Acumatica CRM-integrated ERP increases the functionality of your business, and how to utilize the direct business integrations within Acumatica to increase your profits & customer retention. 🔑 ✅
Customer Relationship Management is the umbrella term for all the steps businesses take to create, develop, and enhance relationships with their customers. Jin Kim emphasizes the importance of maintaining the three major pillars of CRM in this webinar:
Marketing
Sales
Customer Support
Every organization must manage their sales pipeline, generate new leads to source a new loyal customer base, and have a reliable technical support to head any issues for the entire customer base. Flexibility is key, and Acumatica's newest release has mastered technological flexibility by creating a cloud-based solution with incredible integrated features such as direct Marketing Automation, Sales Force Management, and Customer Service all in one spot.
"Customer relationship management (CRM) software is a powerful customer service tool for businesses of all sizes, in any industry. It increases customer service quality by managing leads, contacts, opportunities, customer accounts, and customer cases….High-quality customer service builds customer loyalty, and customer loyalty increases profitability."
Aliyah Rakimglova
Senior Director of Global Support | Acumatica
Whether you've got a small business or a large organization, implementing adaptable solutions to maintain and create prosperous customer relationships, through old and new problems, is the key to long-term success. Below are some major highlights of how the many new integrated features of Acumatica 2023 R1 expand the horizons of your business.
Acumatica 2023 R1's Integrated Marketing, tightly connected with financials and content management, delivers improved collaboration between sales, marketing, and support, while ensuring maximum ROI for each marketing dollar spent. Managing your leads, measuring campaign performances, communicating with contacts, and improving productivity within your organization has never been easier with tools at your fingertips like Hubspot Integration and a marketing dashboard.
BEST PRACTICES:
Now your marketing team has qualified and organized the proper leads, assigned them to the appropriate sales associate, and you're wondering what Acumatica CRM does next. What's amazing about these new integrated features is how every aspect of CRM is intertwined - lead entry 🤝 lead management 🤝 managing your sales pipeline.
You're impressed with all the incredible benefits and new additions of Acumatica 2023 R1, however your team has run into complications with an opportunity and your organization is craving a consolidated method of communication, support, and account management. With 2023 R1, you can easily increase customer satisfaction and retention rates via a one-stop-shop system that utilizes the integrated Outlook tool, gives your client a chance to troubleshoot issues via the self-service and case creation portal, and more.
BEST PRACTICES:
Which Acumatica release are you demonstrating this on?
All of these demos are done on Acumatica 2023 R1.
Are you able to follow the customer journey from new prospect through proposal, conversion and fulfillment and contract renewal within Acumatica or do you need to also purchase a bolt-on software to process the data? ie. Hubspot or Salesforce
Acumatica supports the entire process from contact to cash. Advanced functionality (Email tracking, lead scoring, etc.) may require a third-party integration.
Will merging of customers be a feature of CRM?
Acumatica 2023 R1 CRM allows you to merge business accounts/prospects. However, merging accounts with existing balances can be quite complex and is in the works for future improvements but not currently scheduled into an upcoming release. STAY TUNED!!
Can those benefits create an order directly from the CRM?
Yes. You can create quotes inside Acumatica CRM!! Once quotes are approved by the customer, you can convert the quote to a Sales Order, found in the Order Management area of Distribution.
Is the "Create AP Bill" AI feature available with Outlook?
Yes, you are able to send an attached PDF bill directly from Outlook to Acumatica and the system will recognize the fields and prepare it for approval and payment.