Customer Relationship Management (CRM) software is essential for every marketing, sales, and customer service department. It allows you to capture your customers’ information. It also keeps a record of their interactions with your business.
CRM Tips and Tricks for Beginners
If you’re new to the concept of CRM, here are some tips and tricks to help you get the most out of it.
Always update customer information.
A CRM system is only effective when the data it provides is current. If the customer’s information has changed, your staff should be recording the update immediately. This way, your sales and marketing teams are always equipped with the right information.
Use purchasing history for upselling opportunities.
It’s easier to sell to existing customers than acquiring new ones. Boost your sales performance by analyzing your existing clients’ purchasing history. Design promotions or events specific to their needs.
For example, if they recently purchased a razor from your online store, you can program your CRM to recommend related products like shaving cream or aftershave. Not only does this widen your profit margins, it also makes customers’ lives a lot easier and promotes repeat business.
Take advantage of the workflow automation features in CRM apps. This is to eliminate time-consuming and repetitive tasks. For instance, when a new lead is added to your CRM (via newsletter subscriptions or website visits), the CRM can be programmed to send follow-up emails, offer promotions, and other interactions to keep your business at the forefront of their attention. This saves you from writing the same canned responses while also making sure that you’re engaging your clients throughout the entire sales process.
For instance, when a new lead is added to your CRM, the app can be programmed to send follow-up interactions. This is to keep your business at the forefront of their attention. This also saves you from writing the same canned responses while ensuring you’re engaged with your clients throughout the sales process.
Learn from analytics.
Customer Relationship Management makes it possible to analyze customer trends and behavior. If you noticed a spike in demand for certain products and services during the holidays, be more aggressive in pushing them out next year. If certain email campaigns were more successful than others (e.g., higher open rates, click-through-rates, and potential customers), understand what elements were responsible for that success. Try to replicate them the next time you send a newsletter.
Customer data should also be used to shape sales and marketing tactics. A salesperson that already knows the client’s info and background can deliver more personal sales pitches. He also has a better chance of closing a deal. The point is this: If you’re not learning from your data, your business growth will be limited.
Integrate CRM with other business apps.
Tying CRM software to other programs makes it even more powerful. Integration with accounting software combines customer and financial data. It eliminates redundant manual data entry and providing more insightful reports. When used alongside a VoIP system, your staff will get relevant customer details from multiple databases. These pieces of info will be displayed on one screen when they’re about to make a call.
Get some CRM support.
Work with a CRM provider that offers 24/7 support. Ideally, they should be keeping your data safe, updating your software regularly, and advising you on how to use complex CRM features.
The important thing to remember is that Customer Relationship Management requires active participation from executives, managers, and frontline staff. If you need more advice on keeping customers happy or want to know what technologies can add value to your business, call us today.