{"id":17600,"date":"2023-06-02T15:59:44","date_gmt":"2023-06-02T10:29:44","guid":{"rendered":"https:\/\/kylas.io\/?p=17600"},"modified":"2023-09-15T14:24:00","modified_gmt":"2023-09-15T08:54:00","slug":"blog-crm-platforms-key-capabilities","status":"publish","type":"post","link":"https:\/\/kylas.io\/en\/blog\/crm-platforms-key-capabilities","title":{"rendered":"Exploring the Key Capabilities of CRM Platforms for Business Success"},"content":{"rendered":"\n<p>CRM platforms have become an indispensable asset for businesses today. It stands for <a href=\"https:\/\/kylas.io\/crm-basics\/introduction-to-crm\" target=\"_blank\" rel=\"noreferrer noopener\"><mark style=\"background-color:rgba(0, 0, 0, 0)\" class=\"has-inline-color has-vivid-cyan-blue-color\"><span style=\"text-decoration: underline;\">Customer Relationship Management<\/span><\/mark><\/a> and enables businesses to foster stronger relationships with their customers. However, it plays a variety of other roles too. Some CRMs specialize in sales automation and management, while some are more focused on streamlining marketing efforts. Similarly, you can specifically use your CRM to track your teams\u2019 work or to manage your data.&nbsp;&nbsp;<\/p>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p>For a novice who is considering CRM adoption for the first time, these vast functionalities also bring about a lot of confusion. At present, there are <a href=\"https:\/\/www.ibisworld.com\/industry-statistics\/number-of-businesses\/crm-system-providers-united-states\/#:~:text=There%20are%201%2C787%20CRM%20System,increase%20of%2014.8%25%20from%202022.\" target=\"_blank\" rel=\"noreferrer noopener\"><mark style=\"background-color:rgba(0, 0, 0, 0)\" class=\"has-inline-color has-vivid-cyan-blue-color\"><span style=\"text-decoration: underline;\">1787 CRM vendors<\/span><\/mark><\/a> in the US alone. While having options is a good thing, it can also bring more complications to the decision-making process. Among these thousands of options, each CRM platform has a unique set of capabilities. Thus, how can one make the right choice? And since CRM is a <a href=\"https:\/\/kylas.io\/crm-implementation\/how-much-does-it-actually-cost-to-implement-a-crm\" target=\"_blank\" rel=\"noreferrer noopener\"><mark style=\"background-color:rgba(0, 0, 0, 0)\" class=\"has-inline-color has-vivid-cyan-blue-color\"><span style=\"text-decoration: underline;\">significant financial investment<\/span><\/mark><\/a>, the decision must be carefully made.&nbsp;&nbsp;<\/p>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p>We are here to help you through this dilemma! We&#8217;ve compiled the key capabilities needed in CRM platforms that will maximize your business success. These can serve as a solid blueprint in your search for the right software.&nbsp;&nbsp;<\/p>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n<div class=\"ub-styled-box ub-notification-box\" id=\"ub-styled-box-f7d39571-292e-4758-9aa3-8d824c905c5e\">\n\n\n<p>Kylas, an enterprise-grade sales CRM is designed to help growing businesses scale with expertise. It is a reliable, easy-to-use, and cost-effective solution. To know more about how your business can grow with Kylas, <span style=\"text-decoration: underline;\"><a href=\"https:\/\/kylas.io\/?ref=demo\" target=\"_blank\" rel=\"noreferrer noopener\"><mark style=\"background-color:rgba(0, 0, 0, 0)\" class=\"has-inline-color has-vivid-cyan-blue-color\">get in touch with our experts<\/mark><\/a><\/span><mark style=\"background-color:rgba(0, 0, 0, 0)\" class=\"has-inline-color has-vivid-cyan-blue-color\">!<\/mark><\/p>\n\n\n<\/div>\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<div class=\"wp-block-ht-block-toc  is-style-outline htoc htoc--position-wide toc-list-style-plain\" data-htoc-state=\"expanded\"><span class=\"htoc__title\"><span class=\"ht_toc_title\">Table of Contents<\/span><span class=\"htoc__toggle\"><svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"16\" height=\"16\"><g fill=\"#444\"><path d=\"M15 7H1c-.6 0-1 .4-1 1s.4 1 1 1h14c.6 0 1-.4 1-1s-.4-1-1-1z\"><\/path><path d=\"M15 1H1c-.6 0-1 .4-1 1s.4 1 1 1h14c.6 0 1-.4 1-1s-.4-1-1-1zM15 13H1c-.6 0-1 .4-1 1s.4 1 1 1h14c.6 0 1-.4 1-1s-.4-1-1-1z\"><\/path><\/g><\/svg><\/span><\/span><div class=\"htoc__itemswrap\"><ul class=\"ht_toc_list\"><li class=\"\"><a href=\"#htoc-how-to-choose-the-right-crm-platform-capabilities\">How to Choose the Right CRM Platform Capabilities<\/a><ul class=\"ht_toc_child_list\"><\/ul><\/li><li class=\"\"><a href=\"#htoc-key-capabilities-of-crm-platforms\">Key Capabilities of CRM Platforms<\/a><ul class=\"ht_toc_child_list\"><li class=\"\"><a href=\"#htoc-sales-capabilities\">1. Sales Capabilities&nbsp;<\/a><ul class=\"ht_toc_child_list\"><\/ul><\/li><li class=\"\"><a href=\"#htoc-customer-centric-capabilities\">2. Customer-Centric Capabilities<\/a><ul class=\"ht_toc_child_list\"><\/ul><\/li><li class=\"\"><a href=\"#htoc-other-essential-capabilities\">3. Other Essential Capabilities<\/a><ul class=\"ht_toc_child_list\"><\/ul><\/li><\/ul><\/li><li class=\"\"><a href=\"#htoc-conclusion\">Conclusion<\/a><\/li><\/ul><\/div><\/div>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"htoc-how-to-choose-the-right-crm-platform-capabilities\">How to Choose the Right CRM Platform Capabilities<\/h2>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter size-large is-resized\"><img decoding=\"async\" loading=\"lazy\" src=\"https:\/\/kylas.io\/wp-content\/uploads\/2023\/06\/How-to-choose-1024x576.jpg\" alt=\"How to choose the right CRM platform capabilities\" class=\"wp-image-17601\" style=\"width:768px;height:432px\" width=\"768\" height=\"432\" srcset=\"https:\/\/kylas.io\/en\/wp-content\/uploads\/2023\/06\/How-to-choose-1024x576.jpg 1024w, https:\/\/kylas.io\/en\/wp-content\/uploads\/2023\/06\/How-to-choose-300x169.jpg 300w, https:\/\/kylas.io\/en\/wp-content\/uploads\/2023\/06\/How-to-choose-768x432.jpg 768w, https:\/\/kylas.io\/en\/wp-content\/uploads\/2023\/06\/How-to-choose-150x84.jpg 150w, https:\/\/kylas.io\/en\/wp-content\/uploads\/2023\/06\/How-to-choose.jpg 1200w\" sizes=\"(max-width: 767px) 89vw, (max-width: 1000px) 54vw, (max-width: 1071px) 543px, 580px\" \/><\/figure><\/div>\n\n\n<p>As explained above, the functionality of various software can be the major deciding factor during your hunt for a CRM platform. We have narrowed down the search pool for you by listing down some of the most important capabilities. However, you still have an important choice to make.&nbsp;&nbsp;<\/p>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p>There are some <span style=\"text-decoration: underline;\"><a href=\"https:\/\/kylas.io\/blog\/crm-questions-choose-vendor\" target=\"_blank\" rel=\"noreferrer noopener\"><mark style=\"background-color:rgba(0, 0, 0, 0)\" class=\"has-inline-color has-vivid-cyan-blue-color\">questions that you must consider<\/mark><\/a><\/span> while choosing CRM. This will ensure that your chosen software and its capabilities are well-aligned with your requirements.&nbsp;&nbsp;<\/p>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"htoc-outline-your-business-goals\" style=\"font-size:22px\">Outline Your Business Goals<\/h3>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p>This is the primary, and most crucial factor to consider. Outlining your business goals will help you form a clear trajectory of how to achieve them. In doing so, you can identify the processes that you need to optimize. Your CRM platform should thus have the capabilities that will help you improve the required processes in your business and achieve your goals.&nbsp;&nbsp;<\/p>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p>For example, if enhanced lead management is a goal for you but you choose a software that focuses more on sales automation, it will be a misfit. A lack of proper planning and strategizing before choosing CRM leads to failure in <span style=\"text-decoration: underline;\"><a href=\"https:\/\/truelist.co\/blog\/crm-statistics\/\" target=\"_blank\" rel=\"noreferrer noopener\"><mark style=\"background-color:rgba(0, 0, 0, 0)\" class=\"has-inline-color has-vivid-cyan-blue-color\">48% of cases<\/mark><\/a><\/span>. Hence, you must carefully consider the desired output from the CRM before finalizing one.&nbsp;&nbsp;<\/p>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"htoc-analyze-your-product-amp-market\" style=\"font-size:22px\">Analyze Your Product &amp; Market<\/h3>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p>A business is shaped by its product and the market it operates in. Let us assume that a business relies heavily on the field work of its teams for sales. The product and market thus dictate that field sales management and remote access must be included in the CRM platform of the business.&nbsp;&nbsp;<\/p>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p>Analyzing your product thoroughly will take you a step closer to selling it efficiently. Similarly, the market too can guide your search for CRM. It will help you zero in on the operations that are most important for your business, whether it be lead generation, campaign tracking, or sales management.&nbsp;&nbsp;<\/p>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"htoc-understand-the-concerns-of-your-teams\" style=\"font-size:22px\">Understand the Concerns of Your Teams<\/h3>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p>The work of your teams directly influences your business\u2019s success. Your CRM should be able to make their daily work easier so that they can produce better outputs. It is hence essential for you to understand the concerns their concerns and choose capabilities that can resolve these.&nbsp;<\/p>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p>If they are struggling with lead capture, your CRM should automatically capture leads. If data management is a problem area for them, your system should have robust data management capabilities. With this approach, you can target the pain points of your teams and leverage your CRM to increase their efficiency and productivity.&nbsp;&nbsp;<\/p>\n\n\n\n<div style=\"height:40px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p>Your choice of a CRM platform should be based on these factors to help you make the most of the system. While looking at the capabilities included in a software, you must consider the output they will generate, aspects that they will target, and whether these match the requirements of your business and teams.&nbsp;&nbsp;<\/p>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"htoc-key-capabilities-of-crm-platforms\">Key Capabilities of CRM Platforms<\/h2>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p>Now that you\u2019re aware of the other aspects to consider while choosing the right CRM platform, let us explore the various capabilities it can offer. These have been bifurcated into 3 main categories, depending upon the area of operations that they target and their use case.<\/p>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"htoc-sales-capabilities\" style=\"font-size:22px\">1. Sales Capabilities&nbsp;<\/h3>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter size-large is-resized\"><img decoding=\"async\" loading=\"lazy\" src=\"https:\/\/kylas.io\/wp-content\/uploads\/2023\/06\/Sales-centric-1024x576.jpg\" alt=\"Sales capabilities of CRM platforms\" class=\"wp-image-17602\" style=\"width:768px;height:432px\" width=\"768\" height=\"432\" srcset=\"https:\/\/kylas.io\/en\/wp-content\/uploads\/2023\/06\/Sales-centric-1024x576.jpg 1024w, https:\/\/kylas.io\/en\/wp-content\/uploads\/2023\/06\/Sales-centric-300x169.jpg 300w, https:\/\/kylas.io\/en\/wp-content\/uploads\/2023\/06\/Sales-centric-768x432.jpg 768w, https:\/\/kylas.io\/en\/wp-content\/uploads\/2023\/06\/Sales-centric-150x84.jpg 150w, https:\/\/kylas.io\/en\/wp-content\/uploads\/2023\/06\/Sales-centric.jpg 1200w\" sizes=\"(max-width: 767px) 89vw, (max-width: 1000px) 54vw, (max-width: 1071px) 543px, 580px\" \/><\/figure><\/div>\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p>Sales are the lifeblood of all businesses. All business activities are performed with the end goal of sales in mind. Hence, sales-centric CRM platforms like <span style=\"text-decoration: underline;\"><a href=\"https:\/\/kylas.io\/\" target=\"_blank\" rel=\"noreferrer noopener\"><mark style=\"background-color:rgba(0, 0, 0, 0)\" class=\"has-inline-color has-vivid-cyan-blue-color\">Kylas<\/mark><\/a><\/span> come with a variety of features and functionalities that can help your sales grow multifold.&nbsp;&nbsp;&nbsp;<\/p>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h4 class=\"wp-block-heading has-medium-font-size\" id=\"htoc-lead-management\">1.1 Lead Management&nbsp;<\/h4>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p>An efficient lead management system can help you convert more prospects into sales. CRM can streamline this process from end-to-end. Firstly, it can automatically capture leads from various sources and bring them to the top of your funnel. This saves the effort of your teams to manually enter each lead and prevents any lead from falling through the cracks. It also enables you to score and segment leads, so that you can focus on those which have a higher chance of converting.&nbsp;<\/p>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p>Besides, it enhances your <span style=\"text-decoration: underline;\"><a href=\"https:\/\/kylas.io\/sales-effectiveness\/lead-nurturing\" target=\"_blank\" rel=\"noreferrer noopener\"><mark style=\"background-color:rgba(0, 0, 0, 0)\" class=\"has-inline-color has-vivid-cyan-blue-color\">nurturing efforts<\/mark><\/a><\/span> with timely and contextual interactions with leads through multiple channels. You can also track the progress of leads through the stages of their <span style=\"text-decoration: underline;\"><a href=\"https:\/\/kylas.io\/business-growth\/buyers-journey\" target=\"_blank\" rel=\"noreferrer noopener\"><mark style=\"background-color:rgba(0, 0, 0, 0)\" class=\"has-inline-color has-vivid-cyan-blue-color\">buyer\u2019s journey<\/mark><\/a><\/span>. These capabilities help you to smartly prioritize leads, monitor interactions, and maintain steady communication, thereby improving your conversion rates.<\/p>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h4 class=\"wp-block-heading has-medium-font-size\" id=\"htoc-opportunity-management\">1.2 Opportunity Management&nbsp;<\/h4>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p>The secret ingredient of cracking deals is keeping track of your opportunities and engaging regularly with them. Capabilities like opportunity management offer you a 360-view of all your ongoing deals on a unified system and help you stay informed of your business health.&nbsp;&nbsp;<\/p>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p>You can monitor the movement of your deals through your sales process and make informed decisions on how you can close deals more efficiently. CRM platforms enable you to set specific reminders or tasks at specific touchpoints. Furthermore, you can also identify bottlenecks in your processes by tracking the complete journey of your deals. Features like segmentation even help you identify those deals which are closer to conversion so that you can adequately allocate your resources.&nbsp;&nbsp;<\/p>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h4 class=\"wp-block-heading has-medium-font-size\" id=\"htoc-pipeline-management\">1.3 Pipeline Management&nbsp;<\/h4>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p>Imagine this- you have a healthy inflow of leads and a large number of ongoing deals. However, you have no way to track these leads\/deals and are unaware of their status at any given time, which is bound to result in chaos. You might end up missing out on important deadlines or reaching out to your prospects in time. Hence, your sales figures will take a hit even with a healthy number of leads\/deals.&nbsp;<\/p>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p>This is where <span style=\"text-decoration: underline;\"><a href=\"https:\/\/kylas.io\/sales-strategy\/sales-pipeline-management\" target=\"_blank\" rel=\"noreferrer noopener\"><mark style=\"background-color:rgba(0, 0, 0, 0)\" class=\"has-inline-color has-vivid-cyan-blue-color\">pipeline management<\/mark><\/a><\/span> can help. It creates a visual representation of the movement of your prospects so that you remain completely informed of their progress. CRMs enable you to customize the stages of your pipelines to reflect your unique business process. You can also use filtrations and analytics to gain deeper insights like the number of prospects in every stage, the stage from which most deals do not convert, etc. This information can help you improve your processes.&nbsp;&nbsp;<\/p>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h4 class=\"wp-block-heading has-medium-font-size\" id=\"htoc-sales-automation\">1.4 Sales Automation&nbsp;<\/h4>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p>Sales automation is a game changer for businesses. It takes over all repetitive and time-consuming tasks. Your teams can hence focus on the thing that matters the most- selling! You can create systematic and automated workflows for every business operation, be it for sending emails or following up with prospects. The most evident advantage here is that it saves your teams\u2019 time. However, another advantage is that it eliminates the scope of errors associated with manual work.&nbsp;&nbsp;<\/p>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p>CRM systems like Kylas also allow you to <span style=\"text-decoration: underline;\"><a href=\"https:\/\/kylas.io\/features\/sales-automation\" target=\"_blank\" rel=\"noreferrer noopener\"><mark style=\"background-color:rgba(0, 0, 0, 0)\" class=\"has-inline-color has-vivid-cyan-blue-color\">set automated actions<\/mark><\/a><\/span> that are triggered by events or specific timelines. For example, you can automate a workflow to send an email to your prospects 3 days after their initial inquiry. By leveraging this capability, you can streamline all your sales processes and bring consistency in every aspect to drive up your sales.&nbsp;&nbsp;<\/p>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity is-style-dots\"\/>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"htoc-customer-centric-capabilities\" style=\"font-size:22px\">2. Customer-Centric Capabilities<\/h3>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter size-large is-resized\"><img decoding=\"async\" loading=\"lazy\" src=\"https:\/\/kylas.io\/wp-content\/uploads\/2023\/06\/customer-centric-1024x576.jpg\" alt=\"Customer-centric capabilities of CRM platforms\" class=\"wp-image-17603\" style=\"width:768px;height:432px\" width=\"768\" height=\"432\" srcset=\"https:\/\/kylas.io\/en\/wp-content\/uploads\/2023\/06\/customer-centric-1024x576.jpg 1024w, https:\/\/kylas.io\/en\/wp-content\/uploads\/2023\/06\/customer-centric-300x169.jpg 300w, https:\/\/kylas.io\/en\/wp-content\/uploads\/2023\/06\/customer-centric-768x432.jpg 768w, https:\/\/kylas.io\/en\/wp-content\/uploads\/2023\/06\/customer-centric-150x84.jpg 150w, https:\/\/kylas.io\/en\/wp-content\/uploads\/2023\/06\/customer-centric.jpg 1200w\" sizes=\"(max-width: 767px) 89vw, (max-width: 1000px) 54vw, (max-width: 1071px) 543px, 580px\" \/><\/figure><\/div>\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p>A business is nothing without its customers. The very essence of CRM lies in managing customer relationships. Hence, it has a variety of capabilities that are targeted towards it. This helps businesses provide enhanced services to their customers, nurture lasting relationships, and create a loyal customer base.&nbsp;&nbsp;<\/p>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h4 class=\"wp-block-heading has-medium-font-size\" id=\"htoc-customer-data-storage-amp-segmentation\">2.1 Customer Data Storage &amp; Segmentation<\/h4>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p><span style=\"text-decoration: underline;\"><a href=\"https:\/\/tech.co\/crm-software\/crm-statistics\" target=\"_blank\" rel=\"noreferrer noopener\"><mark style=\"background-color:rgba(0, 0, 0, 0)\" class=\"has-inline-color has-vivid-cyan-blue-color\">74% of businesses<\/mark><\/a><\/span> claim that CRM platforms give them better access to customer data. This is no surprise, considering CRM is one of the most efficient ways to store data. It collates every pertinent detail relating to your customers, right from their budget to the details of their past interactions with your brand.&nbsp;&nbsp;<\/p>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p>You hence have every data point at your fingertips, and you can leverage the information to serve your customers better. Additionally, you can categorize and segment all your data too. This ensures that you can find the relevant details easily and personalize your approach while interacting with various segments of customers to add more value for them.&nbsp;&nbsp;<\/p>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h4 class=\"wp-block-heading has-medium-font-size\" id=\"htoc-communication-automation\">2.2 Communication Automation&nbsp;<\/h4>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p>Timely and contextual communication is vital for building customer relations. CRM enables you to seamlessly engage with customers through multiple channels. All communications via email, messages, and calls can be automated to ensure that you do not miss out on any important timeline for engaging with customers.&nbsp;<\/p>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p>You can delegate tasks and set specific reminders against every customer interaction. For instance, you can automate the sending of an email with all relevant details of your product after your initial call with a client. This will create a positive impression in their mind regarding your brand and take you a step closer towards securing a sale. Furthermore, you can leverage data stored within the CRM platform to enrich your communications.&nbsp;&nbsp;<\/p>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h4 class=\"wp-block-heading has-medium-font-size\" id=\"htoc-customer-service-management\">2.3 Customer Service Management&nbsp;<\/h4>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p>Customers of today settle for nothing but the best. If you want to retain and expand your customer base, it is necessary to provide top-notch customer service. This means paying heed to the requirements of your customers, supporting them every step of the way, and resolving any concerns that they may be facing.&nbsp;&nbsp;<\/p>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p>CRM platforms have capabilities to help you manage your customer service better. You can track the end-to-end interactions with customers to identify problem areas. Furthermore, you can also use the software to easily receive and access complaints and support tickets. These can be quickly acted upon by your teams since they can communicate from within the software itself. Speedy and efficient customer management can hence empower you for business success.&nbsp;&nbsp;<\/p>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity is-style-dots\"\/>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"htoc-other-essential-capabilities\" style=\"font-size:22px\">3. Other Essential Capabilities<\/h3>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter size-large is-resized\"><img decoding=\"async\" loading=\"lazy\" src=\"https:\/\/kylas.io\/wp-content\/uploads\/2023\/06\/Other-capabilities-1024x576.jpg\" alt=\"Essential capabilities of CRM platforms\" class=\"wp-image-17604\" style=\"width:768px;height:432px\" width=\"768\" height=\"432\" srcset=\"https:\/\/kylas.io\/en\/wp-content\/uploads\/2023\/06\/Other-capabilities-1024x576.jpg 1024w, https:\/\/kylas.io\/en\/wp-content\/uploads\/2023\/06\/Other-capabilities-300x169.jpg 300w, https:\/\/kylas.io\/en\/wp-content\/uploads\/2023\/06\/Other-capabilities-768x432.jpg 768w, https:\/\/kylas.io\/en\/wp-content\/uploads\/2023\/06\/Other-capabilities-150x84.jpg 150w, https:\/\/kylas.io\/en\/wp-content\/uploads\/2023\/06\/Other-capabilities.jpg 1200w\" sizes=\"(max-width: 767px) 89vw, (max-width: 1000px) 54vw, (max-width: 1071px) 543px, 580px\" \/><\/figure><\/div>\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h4 class=\"wp-block-heading has-medium-font-size\" id=\"htoc-reporting-amp-analytics\">3.1 Reporting &amp; Analytics&nbsp;<\/h4>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p>We have already established that CRM can double up as a reliable database. Right from personal information of customers to sales figures, everything is collated in the software. However, this data amounts to mere words and numbers if it is not used properly. That is why you need data analytics and <span style=\"text-decoration: underline;\"><a href=\"https:\/\/kylas.io\/blog\/crm-reports-small-business\" target=\"_blank\" rel=\"noreferrer noopener\"><mark style=\"background-color:rgba(0, 0, 0, 0)\" class=\"has-inline-color has-vivid-cyan-blue-color\">CRM reports<\/mark><\/a><\/span>. &nbsp;<\/p>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p>Through these capabilities of CRM platforms, you can use your data for valuable insights. It makes sense of the scores of data and presents it in an understandable way. You can gain complete clarity on every aspect of your business and make informed decisions to optimize the same. If one tried to manually analyze and report on such large amounts of data, it would take up a lot of time and effort and might yield inaccurate results. Instead, with the use of CRM, <span style=\"text-decoration: underline;\"><a href=\"https:\/\/fitsmallbusiness.com\/crm-statistics\/#benefits-and-roi\" target=\"_blank\" rel=\"noreferrer noopener\"><mark style=\"background-color:rgba(0, 0, 0, 0)\" class=\"has-inline-color has-vivid-cyan-blue-color\">30% of businesses<\/mark><\/a><\/span> have improved their reporting abilities.&nbsp;<\/p>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h4 class=\"wp-block-heading has-medium-font-size\" id=\"htoc-customizations\">3.2 Customizations&nbsp;<\/h4>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p>Every business is unique. Given this, why should every business use the same type of CRM platform? Customizations will ensure that your CRM is completely aligned with the processes and requirements of your business.&nbsp;<\/p>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p>There is no standard benchmark for the customizability of a software. Some might offer baseline customizations, such as changes in the dashboard configuration. Other systems such as Kylas allow you to add custom fields, customize your workflows, and even customize your reports. You should carefully consider the needs of your business before choosing the level of customization that your software should offer. &nbsp;<\/p>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h4 class=\"wp-block-heading has-medium-font-size\" id=\"htoc-integrations\">3.3 Integrations<\/h4>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p>While CRM is a very powerful platform, it is not the only platform through which business is conducted. Businesses also need other software for processes like lead generation, invoicing and payments, e-commerce, etc. &nbsp;<\/p>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p>Thus, <span style=\"text-decoration: underline;\"><a href=\"https:\/\/kylas.io\/blog\/crm-system-integration\" target=\"_blank\" rel=\"noreferrer noopener\"><mark style=\"background-color:rgba(0, 0, 0, 0)\" class=\"has-inline-color has-vivid-cyan-blue-color\">integration is a must-have capability<\/mark><\/a><\/span>. As the name suggests, it enables you to connect the CRM with the rest of your technology stack. You can thus carry out all your operations from a unified platform instead of shuffling between various apps. You can either use the inbuilt integrations of CRMs like Kylas, that offer you a wide selection of leading applications. Alternatively, you can sync your CRM with any application of your choice and make your operations easier. &nbsp;<\/p>\n\n\n\n<div style=\"height:40px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p>These are the prominent capabilities that you should look for while choosing a CRM platform. If your software includes all these, almost every vital operation can be streamlined and organized. It will ensure that your CRM works to the best advantage of your business and produces optimum results.&nbsp;<\/p>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"htoc-conclusion\">Conclusion<\/h2>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p>CRM is undoubtedly a very beneficial tool. However, your business will not be able to fully gain these benefits if you do not carefully select the capabilities.&nbsp;<\/p>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p>These capabilities influence the outcome that the CRM platform can generate and the aspects that it can target. It is hence crucial that your chosen software aligns with the specific needs of your business. Only then can you unlock the full potential of <span style=\"text-decoration: underline;\"><a href=\"https:\/\/kylas.io\/sales-effectiveness\/small-businesses-need-sales-crm-software\" target=\"_blank\" rel=\"noreferrer noopener\"><mark style=\"background-color:rgba(0, 0, 0, 0)\" class=\"has-inline-color has-vivid-cyan-blue-color\">CRM for business growth<\/mark><\/a><\/span> and enhanced sales. &nbsp;<\/p>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n<div class=\"ub-styled-box ub-notification-box\" id=\"ub-styled-box-7b588ba7-23bf-49fb-b788-1a66a0244e5e\">\n\n\n<p>Kylas\u2019s robust <span style=\"text-decoration: underline;\"><a href=\"https:\/\/kylas.io\/features\" target=\"_blank\" rel=\"noreferrer noopener\"><mark style=\"background-color:rgba(0, 0, 0, 0)\" class=\"has-inline-color has-vivid-cyan-blue-color\">feature set<\/mark><\/a><\/span> has been designed to help growing businesses scale with expertise. It includes all essential capabilities required to resolve the pain points of businesses, help their teams excel, and drive up overall revenue and profitability. <\/p>\n\n\n<\/div>","protected":false},"excerpt":{"rendered":"<p>CRM platforms have become an indispensable asset for businesses today. It stands for Customer Relationship Management and enables businesses to foster stronger relationships with their customers. However, it plays a variety of other roles too. Some CRMs specialize in sales automation and management, while some are more focused on streamlining marketing efforts. Similarly, you can &hellip; <\/p>\n<p class=\"link-more\"><a href=\"https:\/\/kylas.io\/en\/blog\/crm-platforms-key-capabilities\" class=\"more-link\">Continue reading<span class=\"screen-reader-text\"> &#8220;Exploring the Key Capabilities of CRM Platforms for Business Success&#8221;<\/span><\/a><\/p>\n","protected":false},"author":23,"featured_media":17607,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"inline_featured_image":false,"ub_ctt_via":"","footnotes":""},"categories":[11],"tags":[374,375],"acf":[],"featured_image_src":"https:\/\/kylas.io\/en\/wp-content\/uploads\/2023\/06\/CRM-capabilities-banner-1.jpg","author_info":{"display_name":"Shagun Sharma","author_link":"https:\/\/kylas.io\/en\/author\/shagun"},"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v21.5 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Exploring Key Capabilities of CRM Platforms for Business Success<\/title>\n<meta name=\"description\" content=\"CRM platforms have a wide range of capabilities. 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Here's all you need to know about the key capabilities required for business success.","robots":{"index":"index","follow":"follow","max-snippet":"max-snippet:-1","max-image-preview":"max-image-preview:large","max-video-preview":"max-video-preview:-1"},"canonical":"https:\/\/kylas.io\/en\/blog\/crm-platforms-key-capabilities","og_locale":"en_US","og_type":"article","og_title":"Exploring Key Capabilities of CRM Platforms for Business Success","og_description":"CRM platforms have a wide range of capabilities. Here's all you need to know about the key capabilities required for business success.","og_url":"https:\/\/kylas.io\/en\/blog\/crm-platforms-key-capabilities","og_site_name":"Kylas Growth Engine | Sales CRM Software for Small businesses","og_image":[{"width":1000,"height":562,"url":"https:\/\/kylas.io\/en\/wp-content\/uploads\/2023\/06\/CRM-capabilities-banner-1.jpg","type":"image\/jpeg"}],"author":"Shagun Sharma","twitter_card":"summary_large_image","twitter_misc":{"Written by":"Shagun Sharma","Est. reading time":"11 minutes"},"schema":{"@context":"https:\/\/schema.org","@graph":[{"@type":"WebPage","@id":"https:\/\/kylas.io\/en\/blog\/crm-platforms-key-capabilities","url":"https:\/\/kylas.io\/en\/blog\/crm-platforms-key-capabilities","name":"Exploring Key Capabilities of CRM Platforms for Business Success","isPartOf":{"@id":"https:\/\/kylas.io\/en\/#website"},"datePublished":"2023-06-02T10:29:44+00:00","dateModified":"2023-09-15T08:54:00+00:00","author":{"@id":"https:\/\/kylas.io\/en\/#\/schema\/person\/58914992bfe5c67716dfe2e8863250a3"},"description":"CRM platforms have a wide range of capabilities. 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