The days of Rolodexes and address books are gone. Technology has made organizing and accessing contacts quick and easy for business owners and salespeople. But being able to access your contacts is really just the beginning. Taking your business to the next level in terms of customer service and closed sales means that you need a CRM solution to organize and track your customers.
What Exactly is a CRM Solution?
A Customer Relationship Management (CRM) solution is a software system that allows companies to organize and track contacts, activities, sales pipelines, and closed deals – and often much more. Using a CRM helps you in a multitude of ways including saving valuable time, being able to access your data from anywhere you have an internet connection, and creating reports that can be analyzed to generate more successful sales.
Using a CRM for contact management is especially useful for customer service, team organization, and establishing repeat customers. Let’s get into how those things are done.
Excellent Customer Service
Have you ever answered the phone only to find that you don’t remember the customer who is calling? When you have a CRM, it keeps track of every bit of information you have entered about that customer. You can quickly retrieve data that tells you what conversations you have had, the results, where they are in the sales process, and which activities you should now focus on. No matter how great your memory is, you simply cannot retain all of that information – about every customer – in your head.
Organizing your contacts will help you organize your team. One of the greatest benefits of a CRM is that it will allow your team to have real-time information about every customer. Your sales reps will be able to see customer information that will allow them to pick up where someone else has left off so that no customer slips through the cracks. Other departments like accounting and marketing can see exactly what needs to be done and when customers need to be invoiced. And the result? According to MyCustomer.com, “Your sales, marketing, and customer service teams become more efficient, that keeps your entire company on track and gives you the success you want.”
Every sales team focuses a lot of time on gaining repeat business from their customers. In order to efficiently and effectively talk to your past or existing customers, you have to be able to access their information to see what you’ve done for them in the past. You’ll need a CRM to do that!
One way to reach past customers is to send them a message (email, phone call, or otherwise) when you have an upgrade or additional product that will benefit them. Small Business Trends says, “A CRM allows you to do that easily. For example, if someone has purchased a particular piece of software from your company, and there’s now an upgrade available for that product, those are the customers who you’d send that message to.”
You can also reach out to customers that you haven’t contacted for a period of time. A CRM will allow you to organize your contacts by your last activities with them. Then, if you haven’t worked with former customers for six months, a year, or other designated time frame, you can do so.
Getting the Most from Your CRM
Utilizing a CRM solution to organize and update your contacts is a practice that is well worth the time spent entering data. Finding the right CRM for your business and your team can make all the difference to your sales goals and revenue. Salesmate offers a customizable CRM that will work for you and your team. Give us a call today for more information.