Why CRM Should Always Be at the Center of Your BusinessKasia Perzyńska
Every growing company continually faces new challenges. In fact, the larger your team grows and the more customers you acquire, more diversified decisions come your way and the more complex they become.
As the size of your organization evolves, so too will your corporate needs.
In the early days, a simple face-to-face communication might have worked just fine for you, but over time, it might not be the best, or even most feasible way, to stay up to date with all the company news.
After all, if you had to meet with, for instance, 35 employees in one day, you:
- wouldn’t be able to fit it in a day;
- would have no time for any additional or pop-up tasks.
These days, thorough business management demands at least some degree of automation, regardless of the department. And technology is equally required by your sales team, marketing, accounting and any other team you hire.
So if you are striving to streamline your company growth and to continually amend the pace of how your organization operates, you should definitely be employing basic technological solutions.
Technology can help by organizing and automating certain aspects of the business. It lets you keep track of all the events at your company and follow the day-to-day progress, without checking in person, with your team members every day.
This saves you time and speeds up the repetitive activities, allowing your employees to optimize their workflows and focus on what’s most important.
CRM is a fundamental solution that’s used inter-departmentally. As such, it should be incorporated as soon as possible (even preemptively) in order to keep track of upcoming events and archive customer related-information.
Here, we’ll explore primary factors that put your CRM at the center of your business.
Because Customers Come First
As an entrepreneur, you know best that the customer-oriented mindset is the only right approach to achieve long-term success in all industries.
Therefore, putting your customers’ needs first should be the primary formula of your business strategy.
After all, customers are the sole driver of profit to your business, meaning that without your customers, there is no business.
For this reason, stimulate your staff-awareness whenever possible and ensure that they put buyers at the center of their attention either.
This also puts your agents in a particular position because they deal with customers. Those first-line workers play the representative role on your battlefield and define the quality of your customer service – so the communication here should be as flawless as it gets. Equip your customer care and sales teams with all the advantages they need to deliver an exemplary job.
At this point, a CRM system may act as more of a first aid solution. It’s not a fancy gadget, but a necessary system that helps your organization learn about your prospects, to anticipate their needs better and, as a result, deliver results.
Work transparently; have a clear perspective on to-dos, schedule, wins, fails and results that get updated in real-time.
The value of CRM, in this case, is priceless. The alternative being – your teams having to keep a record of all activities and operations individually – in excel files that fill up themselves.
However, tasks that are done manually aren’t always perfect. People make mistakes – software (usually) doesn’t.
This is why it’s better to provide a solution that remembers all the details of your customer-base, no matter how huge it becomes.
So, prioritize a CRM and make your customer service and sales representatives’ jobs easier. With a CRM, they’ll get their job done faster and deal with customers better. As a result, your end-customer is happier, and more likely to refer a friend or colleague.
Since the product you sell matters most, the quality of your customer service is a second deal maker (or breaker), so the impact on a buyer’s decision is massive here. High-quality customer care is a decisive factor that builds trust and encourages your prospects to buy.
Because Management Gets Easier
CRM helps you boost the quality of customer service, but it doesn’t end there. It also provides a clear dashboard to evaluate team performance and managers’ results.
CRM consists of a huge database. Of course, that’s customer-related information, but it’s also a comprehensive productivity-report regarding employees and managers who deal with buyers.
Leverage CRM to observe:
- If your managers delegate tasks in a fair manner that doesn’t overwhelm anybody.
- What email sequences representatives perform and which work.
- How their voice and tone sounds and if it aligns with the established company’s vision and mission.
With a CRM, it takes just a glance to understand if a particular team member or department, is going in the right direction.
Your CRM provides:
- Clear leaderboard
So you can quickly observe who’s delivering (and who’s not) among your employees, and take it into account when evaluating performance.
- Performance overview
With CRM you can easily observe if your new manager knows how to operate and manage the team. When your sales manager is the right person at the right position, then the overall performance of your sales team will grow. However, if it’s not the right person, then it will be immediately visible in the metrics recorded by your CRM.
- User-friendly charts & statistics
A CRM allows you to visualize how your representatives engage with customers in several different dimensions. It provides you versatile and colorful charts, as well as a straightforward excel, to evaluate each agent’s skillset – both strengths and weaknesses. As a result, you can team representatives up with each other and encourage knowledge-sharing.
Charts also help you understand if your representatives are executing the approved sales strategy, and how it impacts the sales revenue, and how the performance evolves.
A CRM, such as Livespace, is a fundamental solution that promotes business growth for almost all companies. Quite simply, it helps you increase customer satisfaction, improve the efficiency of your sales team, and boost your profits.
Using a CRM software helps you examine sales productivity and allows you to see if your managers are the right people in the right positions. With a smart CRM you can:
- verify what kind of information is especially helpful to close a deal;
- spot successful patterns utilized by your team;
- see how many customer interactions are necessary for them to make a purchase.
As a business owner, exploring your CRM features and leveraging them in your day-to-day supervision, may help you to overcome upcoming business challenges, drive conclusions and make smarter, data-driven decisions.
Ultimately, choose a CRM that meets your expectations. And no time like the present – adopt a CRM early on in your business, before keeping track of your customer data and interactions becomes too much to manage.