Getting to know your customers is important to any business. You need to know what they want and what they don’t want. And be able to monitor when deals are closed, or when a transaction isn’t completed is useful to know where to improve. Being able to evaluate your sales and marketing efforts is really critical to any business so companies can use a CRM to do this as you can track customer behaviors and habits, as well as predict trends and sales.
If you want your business to be as successful as possible, you will need to spend a fair amount of time thinking about the customer. As long as the customer is happy (and needs your product), you may not need to worry about the future of your business. And answering a request from a customer or a prospect in a timely manner is really important. If you are serious about improving your customer relations, however, you will want to approach it from all angles – and one angle which really counts is technology.
Effective Selling – What is a CRM?
CRM software or Customer Relationship Management tools are enormous databases of customer and prospects information that allow salespeople to keep in touch with their prospects and hopefully turn them into buying customers.
Companies like Salesforce, probably the most famous CRM software maker, spend time and resources into software that will help other companies sell. A few other examples of CRM are Netsuite, Microsoft Dynamics, Copper CRM, Pipedrive, an even open source CRM software such as Zoho CRM.
These platforms have different features and can even serve a particular purpose. For example, Service CRMs are geared towards providing support and services to a customer and not so much the selling part. (SHOW DYNAMICS)
One of the main benefits of this technology is that it can help you guide your customers through the sales channel by allowing you to communicate, personalize, and promote your offers.
A CRM also allows you to manage services and support that you provide to your customers, after all, these can also be monetized. Keeping your customer assisted is what might guarantee that they will keep being a customer.
Even more important than letting your customers know what’s going on is asking their opinion on what you are doing. You can be sure that your customers will always have opinions on the service you are providing, so it is a good idea to do what you can to find that out from them regularly. Using this feedback, you can improve your service and products in future, and ensure that your customers do not have much to complain about. You can also use a CRM to gather feedback and keep that record attached to your customer records so you know how to approach them next time.
If you would like to manage your prospects better, there are several ways in which a CRM may help you do that. A form on your website can be connected directly to your CRM, allowing your sales people to contact that prospect right away. You could set up reminders for yourself when to contact that Lead that gave you a ‘No, I’m not interested’, when to offer a discount or free trial, for example, based on actions of that prospect on your website.
A lead management system will help you ensure that you are not missing any sales opportunities. But you would be surprised to find out that not all companies have a perfect CRM. If there is such a thing. A lot of companies will have the basic components that get used by most of its sales people, but even big companies do not take advantage of all components, due to system limitations, or legacy systems, etc..
Managing opportunities and pricing
Using a CRM software helps you keep track of offers being analyzed by prospects and prices. The opportunities pipeline is where all opportunities in your company are and you can look at the them by Amount, by stage (early stage negotiation (customer has received a quote), end stage negotiation (customer is about to sign the contract), etc… this makes for a much more efficient and likable service for your customers. With a CRM software rather than trying to analyze it yourself, it will save you heaps of time, and ensure that your opportunities (usually when there’s an engaged prospect that is about to receive a quote and has shown interest) are properly tracked till a sale happen.
A good example, is knowing when your customer product or contract for example will renew and hitting them with a good offer a month before their product expires. That might help your company upsell by giving that customer a feeling of advantage.
Not all CRM are the same but most are very similar.
As I showed on Salesforce and Prosperworks (now called Copper), CRMs can be very similar, but some are stronger on certain features and more user friendly than others. If you are a small company looking to get started, you might find that the ease of use of Nutshell very appealing. New software companies usually come in the market because they give the user something else that others don’t. Nutshell probably has all the features that Salesforce does for half the price and with better support for you as a small company.
Copper is ideal for companies that are deeply ingrained with Google applications like G Suite and Gmail. Copper is definitely not labor-intensive and avoids manual entry of data while at still providing useful, accessible insights around customer moments. As Copper’s inbound trials continued to grow, they continued adding sales headcount and customer support people giving their users one of the best customer supports in the industry. To try Copper CRM we are giving 20% discount if you sign up for their trial on GSuite now and use the following Promotional Code: 376HWRGHCFKT77C on GSuite.
Click here for a free 15 day trial of Nutshell CRM.
Click here for a trial of the Copper CRM (Formerly Prosperworks).
Watch our What is a CRM video on Youtube.