A CRM guide for SMBs
High levels of customer satisfaction are a clear indication your business is treating them well. It can, however, become a challenge keeping them happy when your client list grows. Databases and systems can quickly fall foul of the many business streams and customer interactions. The level of attention to keep customers happy is growing. Consumers expect you to know what they have bought, how much they paid and to be able to contact you through social media, email or telephone, or a mix to get an answer to one query. They expect you to know about them and be up to speed with their history promptly—something best achieved with help from software and systems providing CRM solutions. Continue reading for our CRM guide.
What is CRM?
Firstly, let’s cover what does CRM stand for? Simply, it stands for Customer Relationship Management. This involves managing clients or potential clients experience with your company. Using a CRM guide can help organisations simplify and improve their customer experience by adopting CRM software. CRM systems will handle customer data, service and marketing data from pre-sales contact to after-sales service. Choosing dedicated CRM systems as either on-premise or cloud-based solutions will revolutionise your ability to handle your customer experience and learn their habits efficiently. You will benefit from an overarching view of customer activity, sales and marketing returns, and improving customer interaction experience. CRM Software can handle supply-chain management and customer services through additional plugin online chat and call centre capabilities.
CRM systems help small and large businesses improve processes by streamlining and building more secure platforms for managing existing and potential customers. Such platforms cover multiple functions and work well with various plugins to provide additional customer interface capability. These systems draw all communications into a single history for each client, helping you stay up to speed with contact via social media, email, telephone, or website in one place for each customer. Improving your business relationships will help grow your business and improve profitability. Monitoring throughout the entire customer lifecycle, including marketing and sales, will gain you valuable operational insights, effectively showing you where you’re getting it right, and where you’re going wrong.
Virtual call centre capability allows employees to be located anywhere with the internet, thus providing freedom to meet demand without restriction on premises or employee location. Leaner workforces can provide the same or higher productivity levels, freeing up resources or streamlining operations.
CRM data can provide conversion insights and identify strong or weak points in sales funnels or marketing campaigns to better understand your customers. Upselling and cross-selling opportunities are more readily identifiable as you see your customers’ journey.
Seeing your customer data in a readily accessible view will provide a more informed approach to every customer contact. Customers can avoid being passed between departments and having to repeat themselves. This is something that is expected if we are to meet the experience and service modern, often impatient customers demand.
How can I maximise the benefits CRM systems offer?
Training delivered by experienced experts will ensure that you learn the essentials and receive guidance to maximise the potential CRM software offers. No matter how much you think you know or how often you read the manual or search for tutorials, you are still likely not to get the best from your software or reach its full potential.
It may not always be practical to send your entire team off for training or even be within your budget, so why not consider online coaching. Technology allows us to connect effectively with people without needing to leave the office or home and coaching has adapted well to these demands. During the pandemic, many businesses changed how they communicated. Jumping onto Zoom or TEAMS became the norm. Online coaching is a great way to learn what you need and is likely a more affordable and flexible solution for SMBs to train individuals or groups in areas such as CRM systems.
CRM systems are the way forward for holistic customer relationship management. However, to really utilise the best they offer, training is certainly something you should consider. Quality online coaching provided by experienced expert individuals will ensure that your CRM system investment pays its way.