Face it, the way you take care of your customers has changed. It’s grown from an occasional point-of-sale interaction to a full-blown, 24/7 customer relationship management (CRM) system packed with relevant data about those you serve. If you have a large number of customers or clients, you need a good CRM system to keep track and keep them engaged.
Buying a piece of CRM software won’t do it all. You need to customize your system and optimize how you use it to get the most bang for your buck. CRM is about more than just collecting data on your customer. It’s about bringing them back and bringing their friends with them.
Follow and Follow Again
The beauty of a good CRM system is the ability, with one click, to know who your customer is and where a potential sale or project stands. You can track and schedule meetings and discussions as well as keeping tabs on what you’ve sent the customer and what you haven’t. CRM paints an easily-accessed picture of the sales process that you simply need to access.
Another helpful part of the CRM process is the ability to monitor and set reminders for follow up. If you serve a wealth of clients, it’s hard to always be on top of each project. By fully utilizing the power of your CRM system, you can reach out to the client with answers before he or she has even thought of the questions.
Stand Out by Really Knowing Your Customer
Say you’re an individual who does business with a few companies that sell office supplies. Prices and service aren’t much different. But every birthday, Company A sends you a personalized card. So which company will you remember when the time comes to pick just one?
Keep track of important dates in your client’s life inside your CRM system and set reminders. Send them a birthday note or congratulate them on an anniversary. It’s little things like a birthday card or note that will resonate with them.
Take Advantage of Customer Feedback
In today’s digital age, feedback can come within seconds. It can also reach many more people thanks to social media. When you get feedback from your clients, respond to it helpfully and promptly. But also make note of it in your CRM system.
Nothing drives a current or potential client away faster than ignoring their problem. If they’ve gone as far as taking time to provide feedback about an issue, it’s important to them. It should also be important to you. By taking note of it in your CRM system, you can be well-informed the next time you interact with them.
Positive feedback should also get a response and be recorded. A kind word or two from a current customer is as good as any paid ad. Share it across your digital landscape but also thank the customer with a note, card or even a small gift. Like the birthday card, that will go a long way when they decide to refer friends
Boost Your CRM and Your Success
Your CRM is your pipeline to your customers. Don’t just purchase CRM software to store data. Maximize the system by using its capability for tracking, follow up and reminders of important business and personal events. You’ll be happier and so will your customers.