Online and brick-and-mortar businesses know that to be successful, they must be customer-oriented. With global competition rampant in every field, the way to stand out is through your customer service and a unique niche market. The bigger your business gets, the worse it is to keep up with all the juggling involved in running it. Customer relationship management (CRM) software that takes over most tasks solve most of these issues.
With a CRM, managers, team members, and employees can focus on their job’s essential parts, like improving customer service. CRM is an investment that generates significant returns through higher sales performance.
If you’re considering a CRM for your business, there are a few things you should know to use it to its potential. When you and your team are optimizing your CRM, your sales will boost, too.
These seven sales performance-increasing techniques make CRM well worth every penny.
1. Better Customer Satisfaction
The reality is that when you’re putting your attention on repetitive surface tasks, you’re wasting time. Then, you’re too busy to form deeper relationships with your customers.
Using the client relationship management system eliminates a lot of mundane core tasks and frees up your time. Then you can focus on getting to know your clients on a personal level. When you know what they want, you can work on ways to solve those challenges and fill the need.
Many business owners spin their wheels to find ways to attract new customers. They don’t realize that if they took half that time and devoted it to their current consumer base, they’d have the same profit margin or more.
A CRM system organizes your workflow so you can learn more about each customer individually. When you know what their goals and preferences are, you can use that knowledge to build trust.
For every client interaction you have, write notes about the critical points in your CRM. You’ll learn what their challenges and needs are and build a connection. At that point, you can begin recommending products and services to them.
Offering relevant, timely assistance is a crucial part here. You can offer the same thing to the same person at the wrong time, and they will turn you away.
Timing is everything, and when you use your CRM to monitor your interactions and observe the client’s behaviour, you’ll know when to make your move.
2. Insight Monitoring of Statistics and Performance
Having insight into something is understanding the more in-depth picture. Your business can look like it’s fine on the surface, but until you dig further, you may not see upcoming problems.
Your CRM software analytics stores all your business data in a central place. From there, you can run regular marketing statistics to analyze the performance of each part of your company puzzle.
As you run each report, you’ll get a clearer picture of the pieces in play. The more you analyze, the more exciting results you might find!
For instance, you can break your revenue down by team members or check on your cold leads’ status. This lets you see if buying them is worth the cost. Run the data from your most recent marketing campaign to see if it generated a profit or you need to change your strategy.
With more data, the better you can make decisions for your business’s future.
3. Ease of Communication
Team members and potential and current customers often expect immediate communication. How quickly you respond to a lead might be the difference between a sale or losing that client.
Purchasing CRM with useful communication features is a valuable investment. At a minimum, your software should have simple client scheduling and communication mediums.
Client and Team Communication Features
Client communication includes immediate responses to an email or chatbox. These responses can be as simple as, “We’ll get back to you when we open,” or a default question-and-answer session with a bot.
Instant feedback makes the customer feel welcomed, and they’ll be more likely to order from you instead of going elsewhere.
Features that let your sales team keep records of their conversations with leads make the job easier. When they can follow potential client behaviours to know precisely when to reach out to them, it’s invaluable.
Email outreach is the preferred method of contact for most people, and a CRM can automate these tasks. Your team can prioritize higher value and complex jobs instead of tracking down leads.
4. At-Your-Fingertips Storage
Many CRMs use cloud storage to keep all their clients’ essential documents safe. This brings up the concern of security for your customers. However, the companies that provide cloud storage for their CRMs usually have some of the best possible protection in place.
You want to secure your own devices, but companies need to protect thousands of client access points. For that reason, they tend to take any issues of security seriously. They upgrade their defences more often than you probably would. You are, however, federally responsible for the protection of your customer data.
If you invest in a CRM with a good reputation, you can store your business’s documents and consumers’ data on their cloud server. Then, assign a security level to each of your users that permits them to edit or access different folders.
Something as basic as an editable template makes it simple for everyone on your team to make sales. No one should freely access your customers’ sensitive information or your financial documents. Your CRM can ensure this data is only accessible by those you trust who may need it for an important reason.
5. Lower Your Overhead
From saving time organizing and prioritizing your tasks to teaching you how to make the most of your customers, a CRM can lower your overhead.
As you have more time and resources to learn about your customers, you can upsell and cross-sell products. If your product or service interests a lot of people, it might help you make future business decisions.
Brick-and-mortar businesses have a lot of overhead that cuts into their profit. If you can do most of the work from your mobile device instead of a building, you can save those expenses.
Another way to lower your outgoing budget is to use your CRMs predictive factor reports. It prioritizes your leads, so you know when the best time is to interact with ready-to-buy clients.
Optimizing how you use your CRM will cut your expenses and boost your profits.
6. Choose Targeted Marketing
Reports let you see who is visiting your site or analyze the market for your product or service. With this information, your target better and lower your marketing budget.
You can streamline each part of the process in your sales pipeline and direct marketing efforts. This works in three main ways:
- You know where to focus your energy. There is a lot of data to sort through and learning what your customers want is not easy. CRMs collect information about each person’s behaviour and patterns. It also compiles all of the results into reports for you.
- You can watch for trends. The best successes happen in a business when you’re ahead of the game. Jumping on board a trend as it’s on its way out the door isn’t right. But recognizing an opportunity before others do is a moneymaker.
CRMs can segment user reports based on things like industry, age, likes and dislikes, and more.
- Your marketing is full of relevant, personalized content. Segmenting customer data lets you separate your clients into groups. Target those groups for more individualized marketing.
When you tailor your messages for each group, you get the reader’s attention—and their business!
Your day is already busy enough. You don’t need to waste extra time trying to predict what your customers want and how they’re going to behave. Your CRM can do this for you.
7. Boost Your Email Integration
Emails lists are the gold mine of the sales industry.
Make the most of every potential, past, and current customer’s email with a CRM. It can automate your emails and lets you create your own templates.
Your software may already have a variety of pre-designed templates created for you to use. Just make some tweaks and customize them for your business.
Don’t reinvent the wheel, though. There are tried-and-true techniques to deliver impactful email content to your customer’s inbox.
The benefit of others’ expertise will help you create your personalized email templates. You have a treasure trove of potential business in your email list. Use it wisely!
CRM systems can help you as the manager run your business, lead your team, and improve your profit margin. Investing in a robust CRM system is a savvy business move that will more than pay for itself.
As an entrepreneur, you must grasp the ins and outs of every aspect of your business. Being a helicopter manager is unproductive and bound to cause problems, though.
A CRM, used well, will increase your sales performance without adding unnecessary stress to your leadership role. With a customer relationship management system, you can boost your profits and reduce your workload.
Caitlin Sinclair is the Business Manager at Riata Apartments. With over 5 years of property management experience, she begins and ends each day loving what she does. She finds joy in helping current and future residents and makes Riata a place everyone loves to call home.
I am a passionate blogger sharing business tips. I write primarily on SEO, Email Marketing, CRM, Marketing Automation and covers the entire gamut of marketing.