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5 Reasons CRM Is The Key To The Most Effective Digital Strategy

CRM is key to a digital business

Junaid Ali Qureshi, Digital Marketing Specialist from Dubai, gives us some useful tips to perfecting CRM strategy. Learn more about how you can grow your business more effectively by building relationships with your customers.

The digital strategy of a business company is what ensures its success in the present era! The marketers and strategist keep in mind the business objectives and goals and reach out to the customers through different online platforms to enhance the sales.

To do so, they update their digital marketing trends and techniques. Most of the businesses combine their sales and marketing domains to triple the achieved benefits. According to Marketo, “Alignment between Marketing and Sales is potentially the largest opportunity for improving business performance today.

When marketing and sales teams unite around a single revenue cycle, they dramatically improve marketing ROI, sales productivity, and, most importantly, the top-line growth.” One of the many ways by which it is made possible is the integration of the CRM system in your business strategy which is then used to enhance the digital strategy.

How does a CRM work?

The customer-relationship-management software helps the business understand the customer’s needs and finds out ways to satisfy them. It is designed in such a manner that it collects information about the customer from different sources like the emails, physical stores, websites, mobile sales, call centres, and via the marketing and advertising practices. The operational and analytical systems then deal with this data and sort it out to present the customer’s pattern.

The Salesforce reports a 37% increase in sales, a 44% increase in sales productivity and 48% forecast accuracy with the application of CRM in their business strategy. The understanding done by the CRM and the data created on customer’s insight is then used by the marketing sector to devise a customer-targeted and more personalised marketing strategy.

This vastly increases the customer experience! Here are the top 5 reasons why CRM is the key to a successful digital strategy:

  1. It tracks customers throughout their journey
  2. A digital strategy and marketing efforts require consistency to produce efficient results. The CRM helps the businessman track the different stages of the customer’s journey offering data on each stage and showing areas where the marketer needs to enhance his efforts. The advertising agencies in Dubai utilise the customer data provided by CRM and design digital advertisements that target the type of customers who invest the most in their client’s business thus ensuring customer retention.

    Moreover, the social CRM helps you find out about customer engagement with the brand on the social media platform level. Through this, you can enhance your social media marketing efforts. Also, you can interact with your customer when they find themselves stuck at any point in their journey and actively help them ensuring the purchase process goes by smoothly.

  3. Identifies and categorizes the leads
  4. The second way how CRM ensures the effectiveness of a digital strategy is by identifying the leads and classifying them. Once the leads are categorised, the salesmen can proceed with different techniques and tactics for each lead. 

    Same goes for the marketing department. According to the types of lead a business gets, the marketers can focus on how to improve them, make the website more attractive, and enhance the customer experience.

  5. Measurement and analysis of the marketing and sales process
  6. The customer relationship management program is based on the interaction of the customers with the business firm. It measures the behaviour on both ends and produces fact-driven data which is further analysed to enhance the business practices. The reports from the CRM system decide the types of tools that the salesman should have to deal with the customers.

    It also considers whether there is a need to integrate the latest technologies like artificial intelligence, machine learning and IoT in the company’s marketing and sales system to enhance the customer experience or not? 

    According to Salesforce, 3 out of 4 consumers say they spend more money on a company which offered them positive customer experience. Who doesn’t want that? A CRM can help you decide how far you need to take your digital efforts for this purpose!

  7. It provides automation of the background tasks
  8. While making sure a sale goes through, a salesman has to take care of the customer and see that he makes the purchase with ease. Other than this, there are forms to be filled, reports to be made and legal issues that require attention.

    A CRM, with the facility of automation, takes care of these extra tasks so that the business company’s sale representatives can focus on making the customer’s journey flawless. Thus, a CRM system promotes sales and helps fulfil this goal of the digital strategy as well. The advertising companies in Dubai also share their feedback regarding the positive effects of CRM on the business and support its use.

  9. Helps avoid duplicated efforts
  10. The automated CRM helps provide both sales and the marketing department similar data on visitors, prospect and qualified leads. The digital marketers can then use this data to tailor the content according to the customer’s interests and adopt other marketing practices that would promote the sales. The CRM saves the efforts that a digital marketing department would have to put in, in order to find out deep customer insights.


Once you have truly understood the customer’s nature and found out the behavioural pattern with the help of CRM, it gets easy to devise your marketing strategy around these results. The digital strategy can always help improve the customer’s input and increase the sales, but with CRM at hand, it runs most efficiently.

Junaid Ali Qureshi

Digital marketing specialist

About the author

Junaid is a digital marketing specialist who has helped several businesses gain traffic, outperform the competition and generate profitable leads. His current ventures include Magentodevelopers, elephantation, eLabelz, Smart Leads.ae, Progos Tech and eCig.

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