5 Ways to Know You Need a CRM


November 8, 2016 By

Dave Larson


No matter how proficient you are at keeping notes, setting reminders, or checking your calendar, almost everyone has at least one memory of not doing any of that and forgetting to call a potential customer, forgetting about that meeting, or forgetting your past conversations with someone.

Your customer is the most important stakeholder in your business, which makes managing your relationship with them the most important thing you can do. And the old ways of doing this just aren’t effective. You need a customer relationship management (CRM) tool.

What is a CRM?

According to TechTarget, a CRM tool is “technology” that companies use to manage and analyze customer interactions and data throughout the customer lifecycle, with the goal of improving business relationships with customers, assisting in customer retention, and driving sales growth.”

The benefits of a CRM include:
 
  1. Consolidating customer data and touch points 

  2. Controlling the customer experience and make adjustments based on their behavior

  3. Tracking and analyzing customer interactions such as whether they downloaded your latest PDF, whether they opened an email or not, and more

  4. Better understanding prospects and building actual, solid relationships with them that establish brand loyalty     


In short, CRM tools help you to automate your marketing and sales processes, allowing you to focus on the things that are more important; i.e. providing actual value to your customer.

Still wondering if you need a CRM? Here are the ways to know if you do:

#1 Things keep falling through the cracks

Without a centralized place for all of your customer data to collect, it’s easy for information and interactions to get lost in the shuffle. For a business, losing customer information can spell disaster for your customer relationship.

But with a CRM system like Infusionsoft to tidy up your customer interactions and help you understand your prospects and customers, you can continue to build relationships without fear of missing crucial details.

#2 You have trouble remembering details

Throughout a week you probably meet a lot of potential customers. Remembering your conversations with them can be difficult, especially as your business grows and more leads start coming in.

This is another time a CRM tool comes in handy.

In Infusionsoft, there is a “Notes” feature that allows even busy business owners to jot down useful notes about meetings with people. These notes and nuggets of information can later be used in personalized, automated emails through the use of a “merged field”.

This type of feature will save you from the awkward calls where you’re trying to recall previous conversations with a potential client, helping you maintain relevance and rapport.


#3 You don’t find it easy to contact subsets of your client base

There are times where you need to contact a group of your clients. If you are using a mailing list software, most are designed to send out to everyone on a list. That may be more than those you need to reach. If you are using an email program like Outlook, then you have to go and pick the people. It is very time consuming to create your list. With Infusionsoft, you can “tag” people on the way in to the CRM so you can easily search and send to whatever group you want.

#4 You can’t get sales and customer service on the same page

Communications challenges can happen if you are using the wrong tool to communicate. Email, while fast and convenient, is bad for tracking and managing progress over time. A CRM system is the best place for both sales and customer service information. It will help you get to a place where you can see a total picture of an account.

#5 You can’t tell how your sales team is doing

What gets measured, gets done. If you don't measure it doesn't get done. If you don’t have a tool for managing your sales force and for your sales force to manage themselves, you could be losing many sales. With the right CRM your sales team can be more productive and you will have the insight to know how to help them.

In today’s marketing world, customers have come to expect a customized experience, which can be challenging without a system to organize and compile customer preferences and actions in order to create successful and automated marketing campaigns. With a CRM you can streamline your marketing activities and turn clutter into customization.

If you know you need a CRM, contact us today using the contact form below or call us at (407) 682-2222 to speak with one of our automation experts today.

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