Key Steps Of The CRM Process

  • 17th May'22
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“Yes, CRM is all about customer relationship management, but it is also about Prospect Relationships as well.” - Bobby Darnell

Consumer behavior has changed over the last few years. They now expect a personalized customer experience catering to them as individuals. You need to build the product your customers aren’t expecting. To meet their expectations, you have to understand their needs and expectations. You must understand the customer’s requirements better than your rivals. But how? The answer is simple: by the process of CRM ( Customer Relationship Management). It will help your organization to timely achieve goals and cater to consumers. In this blog, you will learn about the CRM process and its key steps.


What is the CRM Process? 

The CRM process is the most valuable asset for your business. It is a business strategy that helps organizations keep every customer interaction personalized and meaningful. It aims to improve the organization’s marketing efforts, product development, grow sales and profits. Moreover, it helps to facilitate other procedures such as integration with different business workflows. 

The CRM cycle generally consists of five stages. These are: 

  • Reaching a potential customer.

  • Customer acquisition

  • Conversion

  • Customer retention 

  • Customer loyalty 


Key steps of the CRM


How Can CRM Process Help You In Business? 

Here are the following ways that will help you understand the importance of the CRM process in business. 

  • It makes improvements to your bottom line.

  • It identifies and categorizes lead.

  • It increases referrals from existing consumers.

  • It offers better customer support. 

  • It helps to improve products and services.

  • It helps to find the right customers.

  • It reduces the cost of sales.

  • Build more sustainable consumers.

  • Gives detailed analytics about customers.

  •  Manage communication with leads. 

  • Automate sales and reports.


What are the Five Key Steps of the CRM Process? 

The process of CRM is a collaborative approach toward the betterment of organizations and consumers. To help you understand how the process works, we will take you on a tour of how each step works in practice. 


1. Increase Brand Awareness 

The first step to acquiring new consumers is to introduce them to your business. To start this step, you can segment the audience by analyzing their consuming habits and qualities. It will help you to gain a clear perspective on their likes and needs.

The marketing team generally takes this task. They usually take this through several measures: 

  • Learning about the target audience.

  • Segmenting the target audience.

  • Creating marketing campaigns to promote the product.

Through the above measures, the CRM software gets a wealth of information. This provides a clear picture of the target audience, which assists markets in better equipping themselves to create effective campaigns.


2. Acquire Leads 

The introduction of the brand is not enough. You need to encourage them to learn more about your business and engage with it. Make sure that engagement parrot must be made via all communication channels, including SMS, social media, email, and telephone. However, it doesn't mean that you will replicate your communication across all media. To attract their attention, you must create content in the context of your brand.

Whether your company is acquiring leads through a website or referral, capturing leads using CRM tools across all channels will help you for a more effective workflow throughout the sales process. 


3. Converse the Leads 

Now that you have successfully engaged with your leads, it is time to turn those leads into customers. To do so, you must answer two questions:

  • How interested are the leads? 

  • Are they interested enough to make a purchase? 

Here CRM will help you. The historical data from the past sales will help you identify lead qualification criteria. If the leads are likely to make a purchase, you must nurture them and build enough trust to convert. You must also set reminders and tasks to follow up with interested leads. According to studies, “ 63% of consumers need to hear a company’s claim 3-5 times before they actually believe it.” Remember, no opportunity should be missed to convert your leads into potential consumers. 


4. Quality Customer Service 

Congratulations! You have successfully converted your lead into a customer. Great! But your work has not ended here. To grow your organization, you need to retain customers. How will you keep them coming back? simple, with quality customer service. 

According to Zendesk’s 2020 Customer Experience Trends Report, “ Customer service is the biggest factor that determines a consumer’s loyalty to a brand. Conversely, poor customer service can cost you customers and negatively impact your reputation. The support team must be able to deliver superior support whenever, wherever and however their customers expect it.” 


Key steps of the CRM


5. Invest in Loyalty 

Last but not least, is investing in loyalty and upgrading their purchasing power. You can provide them with personalized recommendations via email and SMS. It will help you to grow your business globally.  You can also use your CRM to organize customers into smart lists based on similar purchase histories. In addition, you can focus on upgrading their purchasing habits by switching their switching habits to more luxury products or services.



To stand out in the market, you have to deliver a personalized and meaningful customer experience. You must assure your consumer that they are also a significant part of the brand. An effective CRM will not only help you increase sales but will also help you build a  brand. I hope the about five CRM process steps will help you through your customer journey. 

We at OpenGrowth, are committed to keeping you updated with the best content on the latest trendy topics from any major field. Also, both your feedback and suggestions are valuable to us. Do share them in the comment section below.




*Note: The content published above was made in collaboration with our members.

About the author:

KAJAL THARWANI, OpenGrowth Content Team

An explorer who takes risks and learns from her mistakes. An aspirational content writer, studying social work. Kajal loves trying her hands in different crafts.

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