Most teams would assume that a CRM system is primarily for sales teams, their processes, and customer relationship management. However, it can bridge powerful gaps that may be harming the productivity and impact of your sales and marketing teams’ efforts.
The right CRM — rather than becoming an extra tool, leading to greater gaps in information and department silos — is built with work management features that optimize the crucial project management that touches sales and marketing departments.
In this blog, we’ll take a look at CRM project management, what it is conceptually, and how adopting it along with the right tool can benefit cross-team collaboration. We’ll also give you a snapshot of what monday sales CRM can do.
What is CRM project management?
CRM project management essentially describes combining the functions and tasks — and in the case of software, features — of customer relationship management with those of project management.
This could touch several areas, such as communication, task ownership, operations, and more. Most commonly, we see it in the collaboration between sales and marketing teams. Since these teams often rely on things like customer feedback, conversion stats, and other data, it makes sense that a CRM platform with project management solutions is a natural meeting point.
However, many teams are working in silos via separate tools, which then leads to inconsistencies in workflows, information, and more.
Why use CRM with project management? Is CRM part of project management?
CRM (customer relationship management) platforms are designed to help businesses manage their customer interactions and customer information by enabling easier communication and behavioral tracking.
So what does a CRM have to do with project management?
Well, the purpose of project management is to ensure tasks and projects are completed in a timely manner. That could be internal projects, product releases, or marketing campaigns. If your goals are not completed on time, you could damage the trust of the clients you’ve earned.
In short — a CRM has a lot to do with project management, especially when it comes to learning about and appeasing customers.
By adopting a CRM platform into your project management, you can:
- Create strategic alignment between PM teams, sales, and customer service
- Allow sales and account managers to see where a project is in the process
- Promote quality control by allowing customers to see and approve deliverables (convert relationships into partnerships)
- Sharpen your marketing teams with insights about where sales leads and accounts are in the customer journey (develop triggers and personalized content)
- See customer activities while working on a project
- Bring clients to the software (create tasks, provide notes, etc.)
- Execute projects as soon as sales occur
- Mine data to improve deliverables
- Maintain contact management all in one place
Let’s take for example a small business that sells home electronics. Its marketing team focused heavily on creating a knowledge base with how-to tutorials for setting up systems.
But there was an area they weren’t covering — troubleshooting. Thanks to the CRM they adopted, they could see complaints about certain products not working properly. So, they decided to create troubleshooting guides to help resolve their problems.
These guides were also made available to customer support so they could email the guides during tech support calls. The marketing team kept track of who received the guides (via the CRM) and sent follow-up emails asking for an update (and feedback).
This improved the company’s reputation and helped drive more positive reviews (and business).
Any size business can use monday sales CRM to achieve their goals.
What is the difference between CRM and project management?
There are tools designed specifically for customer relationship management and those designed for project management. You can use the two together to improve collaboration and customer satisfaction.
But how do they differ?
What is CRM software?
The purpose of CRM platforms is to collect data about customers, such as their contact information, conversation history, and purchase history. Here you can see that monday sales CRM gives anyone a detailed snapshot of customer data and interactions.
To stay competitive, brands have to stay in front of their content creation and customer relationship management. This is because the online sharing economy places consumers in the power seat today — thanks to all the information at their disposal. This is where proper integration of a CRM comes in.
What is a CRM example?
Here’s an overview of the use cases for CRM tools:
- Sales prospecting
- Sales outreach
- Tracking lead/customer behavior
- Email marketing/segmentation
- Competitor tracking
- Creating customer profiles/personas
- Reducing churn rates
What is project management software?
Project management software is designed to help team leaders reach company goals. This includes delegating tasks, overseeing progress, and reviewing analytics reports.
Some PM platforms use a mix of boards and charts to provide a visual of what’s being done, by who, and by when. The goal of PM software is to improve project outcomes and support the people executing them.
Here’s a look at the use cases for project management tools:
- Product planning and strategy
- Event management
- Inventory management
- Business process management
- Agile software development
- Project tracking
- Construction management
- Daily task management
- Issue/bug tracking
- Product roadmapping
- Sprint planning
- Cross-team collaboration
By combining the two platforms’ capabilities, you can empower cross-departmental teams to work together to achieve company goals.
Benefits of combining CRM and project management
Let’s quickly sum up some benefits of a CRM project management approach:
- Better data management with everything in one place
- Improved deliverables, i.e. the people creating a product or service can also see customer feedback
- Time and money saved on using one tool and reducing time spent on inefficient communication
- Cross-department alignment with access for everyone
Challenges of combining CRM and project management
Combining CRM and project management also requires thoughtful research, training, and transition to avoid:
- Timeline conflicts
- Pricey all-in-one solutions
What makes a good CRM project management solution?
There’s nothing like having all of your customer and project data on a unified platform. Combining the information from your CRM and PM software can remove communication issues caused by siloed departments (i.e., sales, customer support, and marketing).
But why fuss over a potentially complicated integration when you can take advantage of a platform that already offers both features? Instead, you should shop for software that’s flexible, functional, and totally customizable.
So here are the four core features to look for during your search.
1. Visual project management
A visual timeline of your project makes it easier to analyze your team’s progress. Some platforms offer this in the form of a kanban board, Gantt chart, or timeline.
It’s also useful for stakeholders who rely on one another throughout their workflow. Being able to view where a task is in the pipeline keeps everyone accountable and on track.
2. Sales pipeline creation
Tracking the flow of leads and customers throughout the customer journey helps your teams understand what happens throughout the sales pipeline and how they affect it.
Your CRM platform should simplify lead management, customer relationship management, and lead handover.
3. Easy communication between teams
Being able to communicate with team members across departments will remove unnecessary silos and data inaccessibility. The CRM software you use should allow assigned members to leave comments, attach documents, and host video calls.
4. Data-driven insights
Why guess about the effectiveness of your projects when you can have data-driven insights to back your claims? This requires a CRM solution that gathers project and sales data to creates insightful analytics reports.
With a 360-degree view of customer data, you’ll be more equipped to make better business decisions.Putting together a tech stack for your marketing and sales teams is a delicate balance. You want to include elements that are easy to use, comprehensive, and work well together. Otherwise, your tools can end up creating more work.
Pack a cross-team collaboration punch with CRM project management
By combining a CRM with project management, you can create a system that’s functional for teams across your organization. If you’re looking to eliminate silos and make data accessible to those who need it, then you need a holistic system.
You can get the best of both worlds and choose a CRM with project management features, like our intuitive client management template!