If your company is still relying on spreadsheets to manage customer contact information and interactions, then you’re probably wondering why you should consider implementing a CRM system for your sales team. On the other hand, if your spreadsheets aren’t as efficient as you had hoped–and, your company intends to grow–then, you might be currently looking at several CRM systems.
A CRM system is more than just an administration tool. It is a database filled with useful, real-time data that can be used to improve customer processes. And, those efficiencies can result in improved sales. Keep reading to learn more.
Organize your data with one user-friendly interface
If your company is tired of crawling through emails and spreadsheets just to find the most recent update to a customer’s profile, then you are not alone. Other companies are just as tired of taking this route, but even more important, customers and prospects no longer have the patience to wait.
When they know they can get a quick answer from one of your competitors, then they will no longer find value in your level of customer service. With a CRM system, you can see what your customers are up to in an instant–and, everything is organized.
If you want to follow up with a customer, then it’s important to recall your last interaction. If you have over 50 clients and prospects, you can’t rely on your memory alone. And, how do you go about sifting through hundreds of emails? The last thing you want to do is to call a customer and rehash something you’ve already discussed–more than once.
At that point, your interactions will start to remind the customer of spam. Instead, you should appropriately guide the customer towards each step in the buying journey. You don’t want to go backward and you don’t want to move them from the research stage to the buying stage right away either. But, you can only do that efficiently if you have access to every interaction.
This is important when it comes to knowing how to frame your messaging for the next interaction. Your customers may want to buy from you, but, wasting their time with irrelevant messages will only turn them away. They’ll also question whether you really care about their business if you don’t even care enough to remember the last interaction.
With a CRM system, you don’t have to rely on memory. And, when your customers feel valued, you can be assured that will translate into higher sales.
Improved information sharing
In the past, companies often worried about the turnover of top-performing sales reps. For instance, a high-earning sales rep could easily take customers with them to another company and hide all their important customer conversations.
With a CRM system, you can transition new sales reps much more easily. They don’t have to spend valuable time playing detective, trying to put the pieces of a puzzle together. Your CRM system has all the records they need from contact information to decision makers to records on marketing campaigns and conversations.
So, any new sales rep can be up and running in minutes–this is essential to keep the sales wheel churning. What’s more is a CRM system can share data across your sales team. We’ve all had interactions with companies who seem to send multiple sales reps to call us–and, it’s odd that each rep doesn’t have any idea what the other rep is doing.
In that situation, most of us would hang up the phone or delete the email. It’s never a good idea to have multiple sales reps send the same pitches to one client. No one wants to do business with a company like that.
Yet, with a CRM system, all data can be shared across the sales team. So, before someone new makes a call, they will already know what’s been discussed and/or pitched.
Build better relationships
It’s much more expensive to find a new client than it is to retain one. For sustainable success, a business needs to understand how to keep loyal customers. The only way to do that is with a deep understanding of each client. Nonetheless, you can’t be expected to have a perfect memory. This is why a CRM system is critical.
You can attain a complete view of a client’s history, which helps you to understand them better. Each interaction leads to a better understanding of their goals, preferences, and challenges. Making sure to record notes after every exchange means you can pick up right where you left off, every time.
Now, to increase sales, your understanding will lead to insightful recommendations of the right products and promotions. If your company sells shoe insoles, and you know your customer likes insole A, then you’ll know to alert them when there’s a sale on insole A.
Plus, customers love personalized experiences. They want to feel like they are your only customer, and that you have a solid relationship. Well, that only comes with knowledge of your customers. Yet, as your customer list grows, it becomes much more challenging to remember when to follow up with them and what to say.
A CRM system can set up task reminders, configure marketing automation, and offer email templates so you know exactly when to follow up and what to say.
The right technologies always enhance productivity–and, this is true of a CRM system. When you automate sales, service, and marketing, your sales reps can then spend more time engaging current and prospective customers.
Getting rid of manual, redundant processes improves productivity as a whole. Instead of spending half a day updating a spreadsheet, sales reps can spend a majority of their time with prospects and clients.
When you have visibility around your customer relationships, you improve customer service, relationships, and productivity. What’s the bottom line? Sales growth.