A growing business is exciting, but it’s easy for things to fall through the cracks as you grow. The last thing you want is for those ever-increasing pains to hurt your potential customers. You don’t want to start on the wrong foot or miss an opportunity for a sale — but your growing lead volume means you need better options.
You might also be facing issues as you bring on new people to make sales and manage customer relations. If there’s no way for them to see the history of that contact, they face the impossible task of trying to catch up and keep the relationships moving forward.
The good news is that a CRM (Customer Relationship Management) system can solve all of these issues that you and your business may be facing if you use it correctly. So, are you curious about what a CRM is or how you can prevent your customers from falling through the cracks?
Let us show you everything you need to know about how a CRM can help you.
CRM is an abbreviation for a Customer Relationship Management system. These systems allow your company to manage all of the relationships and interactions you’re having with current and potential customers. In short, CRMs enable your company to organize every interaction with an individual customer and view reports across every customer in your database so you can see the big picture and the details.
A CRM becomes a place where your business can store current and prospective customer data in one central location. You can track customer interactions and share these interactions with other employees.
For example, with a CRM, your customer service team will know if a lead has been interacting with your marketing materials before they contact sales. This system allows you and your employees to see all of the personalized information about that client, including exact details of the web pages they’ve visited and emails they’ve opened.
Not only are calls tracked, but CRMs also allow for scheduling follow-up calls and for your workers to note what next steps need to happen to keep that client on board. In short, it becomes a management system for all data relating to clients to ensure they get the best experience possible, while keeping your employees in the loop about all previous interactions.
While every CRM can be a little different, there are some fundamental features that most of them offer.
These features include making your customer’s experiences better than ever before, increasing your productivity, increasing collaboration between your employees, and gaining better insight into how your sales force is doing.
The CRM serves the fundamental purpose of tracking contacts as they interact with people inside your organization. This means countless people within your company might interact with a CRM daily.
As such, let’s take a look at how each person on your team would use the CRM in their day-to-day job responsibilities.
Your sales team is responsible for working with a contact to turn them into a customer. The CRM will document each step as they move through the buyer’s journey.
Some of the ways that they might use a CRM include:
Your marketing team is responsible for generating leads, and ideally, converting them into customers and revenue for your company.
Here are a few ways the marketing team will benefit from using a CRM:
Customer service team responsibilities include orienting new clients, service delivery, and ensuring customers remain happy and engaged after the sale.
The right CRM benefits your customer service team in many ways. Some of these include:
Managers have a vital role in your company. That’s to ensure that your people and budgetary resources generate the most revenue possible for your business.
A CRM gives every layer of management the ability to see in real-time what is working and what isn’t. Imagine if your managers can see:
With up-to-date access to the entire revenue cycle, your management teams can make decisions quickly to improve profits and customer satisfaction.
Considering all of the steps a contact takes in their lifecycle, you want to make sure you’re getting the full picture of exactly how they’re interacting with you. You need your data in the right places and your records up to date. To do that, though, you need a highly-capable system to get you going.
This requires someone with the expertise to help you find the right CRM for your needs and guide you through the CRM implementation. Most importantly, your team must be trained to use it properly.
Luckily, our experts at Xcellimark are here to help. Schedule a free consultation with our marketing and sales professionals to get started on the right path to a successful CRM adoption.