A CRM will help your business RETAIN customers because you are regularly communicating with them in a focused informed manner. Updating clients about new products /services that you know will interest them is always appreciated. Checking with customers if they are happy with your service in a smart non-intrusive way is always appreciated. The data that your CRM retains provides clear communication pathways to develop loyalty and trust with your contacts
A CRM lets you RECORD all the address and contacts details of your customers in a concise format that is simple to edit. A user friendly CRM allows you and your staff to input all the vital client information quickly and efficiently in the same format across the business. Using one authoritative repository of real time customer contact data means all your approved staff can access correct client contact data whenever they need, no matter where they are.
ANALYSE your customers purchasing behaviour and realise the opportunities with a CRM. Your business will save time and money by targeting your marketing with offers and script that relate – instead of the shotgun approach of losing three customers – and winning one!
A CRM helps AUTOMATE tedious and wasteful processes. Some of the automation tasks include – reporting, data entry, reminders, populating pages, emails, service ticketing, resetting passwords, call recording etc. Automation can also be enhanced by smart customisation of tasks. There are obvious cost savings with automation – and removing tedious admin makes for a more dynamic workplace and happier staff.
TRACK and record every client communication with a CRM. Without a CRM, important conversations can get lost, emails not stored and you’ll never really understand why a highly valued client cancelled the service. Its vital to be really careful and professional in the growth stage of a customer journey. Tracking the interactions and service product feedback is vital data that turns a prospective into a loyal supporter of your brand.
A CRM allows you many ways to UNDERSTAND your customer database by enabling you to view the data within defined categories and segments rather than in one homogenous whole. Segmentation provides insights by separating the data into parts – insights that a simplistic view will never provide. Viewing local v international, low value v high value, regional v city, new v old etc is easy, even with some of the more elementary CRM software platforms.
SOLVE confusion with a CRM.Using a CRM in your business means that you are making sure that all your staff have the same view of the client. Everyone accessing client data will have a view that includes the last instance of client communication and you can trust the data and eliminate doubt and the wrong impressions and assumptions. The opposite of not using a CRM can be a chaotic cacophony of misunderstanding when no-one really knows who last contacted the client and what was the result of the contact. No professional client contact processes? No CRM? Expect episodes such as pro-active customer service staff independently calling the same customer three times in the same day (true story).
INCREASE your revenue because you now have tools that profile your clients – tools that help you really understand their needs, their interests and their pricing and quality considerations. When a customer thinks a provider really cares about their satisfaction, they are likely to reward the business with loyalty and ongoing sales.
DEVELOP ideas about your enterprise because a CRM provides you and your management with a multi-dimensional view of your business and your customers. A CRM offers perspective. Changes in consumer sentiments and buying habits can be easily recognised within a customised CRM. Assumptions about customer behaviour can be overthrown by the data views that a good CRMA can offer. During challenging economic downturns, a CRM can be crucial. If a business owner can’t dig down into the data of purchasing patterns then they may not have enough visibility to come up with the ideas and solutions to save the business.
A CRM allows you to GROW your business because you have the capacity and scale to manage client contact data and sales information. A comprehensive, dynamic and User Friendly CRM lets your business grow in an environment of data security and constant knowledge acquisition. A well-designed and comprehensive CRM can easily support the growth of a company from five to five hundred clients. Without a CRM and all the incumbent functionality, no modern business can hope to grow and prosper, it’s a crucial tool.