Thursday, June 23, 2016
Getting the Most From a CRM
We’ve talked before about the importance of a CRM
(Customer Relationship Management) system and how it can help businesses manage practically all aspects of customer data and interaction. In this article, we’ll talk about the best practices to make sure you’re getting all that you can out of your CRM. Remember, merely having a database of your customers’ names, contact info and purchasing habits is not going to cut it.
- Continually update your customer data. You should always think of your CRM as a work in progress. It’s to your advantage to regularly go through the database of information and purge all that is outdated.
For example, if a potential customer has already signed up to receive your e-newsletter, there’s no reason whatsoever to continue sending them invitations to do so.
- Make sure everyone in on the same page. Everybody on your team who interacts with customers should be able to know everything about a particular customer’s history – including when they buy, what they buy and how much they buy.
Any previous problems that the customer has had should be entered into the CRM as well because they want to know that any such issues have been resolved.
- Know where your customers are reaching you. A good rule of thumb is that a business will be there when the customer needs them – regardless of where “there” is.
Knowing that a particular customer prefers to interact with you via social media, email, chat or a phone call enables you to engage with them at a very personal level.
- Know where the customer is in the sales cycle. With a CRM, you can analyze lead data that can help you identify which customer is a hot lead and which ones need a bit of nudging.
For example, if you have a product with a fixed cycle, you’re in a fantastic position to predict when customers will be ready to make another purchase. Then you can use your CRM to schedule the perfect time to follow-up with the customer.
With C3IT, Your Business Can Realize the Full Potential of a CRM
If your business already has a CRM or you’re thinking of installing one, we can show how to get the most out of it. Call us here at C3IT Solutions at 800-728-1441 or send an email