The purpose of implementing CRM systems: how to improve customer management – Yevhen Kasyanenko’s perspective

The KISS Software team has been implementing CRM solutions for many years. We know from personal experience that when the system is tailored to the live process, sales accelerate, the customer is comfortable, and instead of stress, employees have a clear understanding of what needs to be done and when.

“CRM brings employees and customers together, shows what is happening in the market right now and where you need to act faster,” shares Yevhen Kasyanenko, an expert at KISS Software.

Given the relevance of CRM implementation in modern business, today we will talk about how to improve customer management with a competent approach to implementing such a system.

What is CRM and why does your business need it?

Many companies initially manage without CRM—contacts in spreadsheets, tasks in notebooks, calls in the manager’s head. But as the company grows, everything starts to get confused. For example, applications are lost, promises are forgotten, and repeat sales fail. This is where the need for a system arises. But what is it exactly? Let’s take a closer look.

A key tool for managing customer data

CRM allows you to collect all customer information in one place. This way, we can find out who called, what they ordered, what emails they wrote, etc. All of this is stored in a special customer card. Visually, it can be a convenient board where each customer is readable and understandable.

This is why you need a CRM system:

• Speed and clarity. Requests no longer hang in the air. The system shows who should call back and when, what to say, and what to offer. Everything is immediately visible.
• Control and analysis. Management receives not only reports, but also a real picture. How quickly requests are processed, how much it costs to attract a customer, which actions work and which do not.
• A service that is remembered. The smart system tells the manager what was discussed on the last call, what the customer’s interests are, and what annoys them.

“Customers appreciate being remembered, and CRM is a great help with that,” notes our expert.

The goal of implementing a CRM system: to improve customer relations

When a manager has the entire history of communication at their fingertips, the conversation is more personal. There is no need to ask questions again or try to remember things. The customer feels that they are really being treated with attention. This is the main purpose of CRM—to establish relationships that do not depend on staff turnover or the volume of requests.

What tasks does CRM solve: Yevhen Kasyanenko’s view

Implementing CRM , based on personal experience, is a fairly affordable option. It is a systematic approach that helps to eliminate chaos and start working with customers on a human level. Below, we will demonstrate three specific key areas of tasks that are solved right from the start with the help of such a customer system.

Automation of routine tasks

Small tasks take time and energy. CRM takes care of some of them:

• Document and letter templates – everything is ready, just fill in the data.
• Integration with telephony and email – every call and email is automatically attached to the right customer.
• Reminders and auto-tasks – the system itself tells you what to do next.

To sum up, the manager spends time on work, not on searching for and filling out paperwork.

Sales growth and retention

Without a customer accounting system, even active sales are easily lost. CRM helps keep everything under control:

• requests are recorded and move through the funnel;
• the system suggests which products can be offered additionally;
• automatic follow-up messages increase the chance of repeat transactions.

Sales ultimately grow—both through new customers and the return of old ones.

Analytics and control

Data is the foundation for growth. And CRM gives you full access to it:

• you can see at what stage deals are most often stalled;
• indicators for managers, namely: who is in the lead and who needs attention;
• the effectiveness of promotions: what really worked and what simply wasted the budget.

As a result, you make decisions based on facts rather than feelings, and this gives tangible results.

The main advantages of using CRM

“When all the data in the business is neatly stored in one place and ready to provide guidance at the right time, the entire team of employees acts faster, communicates more confidently with customers, and hits the target more often,” says Yevhen Kasyanenko.

Below are three key advantages that businesses experience immediately after launching the system.

Centralized customer database

CRM transforms scattered spreadsheets, chats, and paper notes into a single hub. Everything is stored here: phone numbers, letters, manager comments, order history. This is convenient because:

• even if an employee leaves, the information remains with the company;
• access to the full picture helps you quickly get up to speed and avoid asking the customer unnecessary questions;
• the customer does not need to repeat the details—the next manager sees the entire history and continues the dialogue from the same place.

Convenient sales plan and funnel

In CRM, each deal can be broken down into stages — from the first contact to repeat purchases. This offers the following advantages:

• Automatic transitions. The “negotiations” stage smoothly transitions to “KP sent,” and if the customer is silent, the system gently nudges the manager with a reminder.
• Shorter deal cycle. Nothing is forgotten, deadlines are transparent, and the manager can see where applications are stuck and who needs help.
• A clear funnel allows you to understand in advance how much money will be in the account in a week or two.

Professional support and scaling

As your business grows, CRM adapts. Added new areas of focus? We connect modules, integrate chatbots, and build reports on repeat purchases. Scaling happens like this:

• We flexibly expand functionality. No need to change the entire system — we just add the necessary blocks.
• Process optimization. Experts customize CRM to your actual workflow, eliminating unnecessary clicks and task duplication.
• Control even during load spikes. When the number of leads doubles, the system does not slow down, but continues to manage customers just as efficiently.

What does a CRM system implementation plan look like?

The selection and implementation of CRM systems involves several steps. More on that below.

Audit of current processes

You can’t improve what you don’t understand. So we start by studying:

• How do requests come in now?
• Where and why are they lost?
• What works and what doesn’t?

This allows you to build a realistic picture and understand which CRM features you need.

Selecting and configuring the right solution

We select the right solution (Bitrix24, amoCRM, HubSpot, etc.) and configure:

• integration with telephony, email, messengers;
• sales funnels, templates, roles;
• pilot launch and feedback collection from the team.

“There’s no point in chasing after trendy solutions here. The main thing is that it solves specific tasks,” says Yevhen Kasyanenko.

Employee training and launch

A customer relationship management system is a tool. For it to work, employees must clearly understand how to use the CRM system:

• training is important—instructions, videos, webinars;
• transition period—live support, answers to questions;
• constant monitoring—to ensure that everyone is actually working in the CRM and has not returned to Excel.

A clear example of business improvement: how CRM changes the way you work

Imagine you have an online electronics store:

• A customer calls, and the manager immediately sees their name, city, and order history.
• If it’s a repeat purchase, the CRM will suggest products that may interest them.
• After the order is placed, everything is saved in the customer’s file, and next time you already know how to offer exactly what they need.

The result is obvious – faster, more accurate, and personalized. In addition, sales of additional accessories increase by at least 30%. The customer experience of interacting with such a business will also be positive.

Why KISS professionals are important when working with CRM

A CRM platform only brings real benefits when it is tailored to a specific business process and set up correctly, without errors. Below are three compelling reasons why you should entrust this task to our team of professionals:

Expertise of Yevhen Kasyanenko and his team

• We study how leads are generated and how managers conduct transactions.
• We customize CRM to the industry specifics and goals of the company.
• We make sure that the system speeds up sales rather than adding routine tasks.

“The main thing is to turn CRM into a source of growth, not an expense,” emphasizes Yevhen Kasyanenko.

Comprehensive approach

• We prepare a technical plan, connect CRM to your services, and train your employees.
• We find and eliminate areas where applications are lost or deals are delayed.
• We track conversion rates and customer processing times to see the effect.

Support and maintenance

• We stay in touch after launch. We update the system, make changes, and answer questions.
• We add modules and reports when your business enters a new phase.
• We monitor the stable operation of the CRM and data security.

As a result, you get not just installed software, but a working tool that grows with your company and helps your team work faster and more accurately.

“It would have been best to implement CRM yesterday. But if that didn’t work out, start today,” sums up Yevhen Kasyanenko.

Conclusion

CRM is not just software. It is the key to controlled growth, a way to not lose customers, a tool that helps make service better and more stable.

If you want to understand how such a system can work for you, contact us right now! Together, we will draw up a plan that will really boost your work routine and take your business to a new level!