What Is Customer Relationship Management?
Simply put, customer relationship management software provides a solution to help business owners keep track of valuable information concerning their clients. I am sure you have heard that the fortune is in the follow up. However, many small business owners struggle to keep up on a daily basis with the demands of their business. That means inefficiency and loss of revenue. But realistically, how easy is it to follow up even a few potential customers let alone hundreds or even thousands of clients. That is where customer relationship management (CRM) software comes to the rescue.
The most important part of your business is people. The money you want for your products and services is in the pockets of other people and they won’t give it up to just anyone. They have to come to know, like and trust you. So how would it be if, when they picked up the phone to call, you had to ask them if you had ever spoken before. Wouldn’t build much confidence huh? Certainly missing out on the know, like and trust factor.
Again, It is the people who buy products and services from your business. Therefore you must build solid relationships with many, many people. Easier said than done huh? Not really. That’s what a good customer relationship manager can do for you.
Professional sales people know the value of a good Customer Relationship Management or CRM system that gives you instant access to every vital detail about a customer. The way it works is the customer’s critical data is entered into a database and is available for instant recall. So when a customer calls you can easily and quickly access critical information such as name, where they live, where they work, family names, needs etc. recorded during prior conversations.
Good Customer Relationship Management systems have complete notes from follow up conversations, and also e mail capability and will maintain details about a customer’s family, work history etc.
Imagine a customer calls and you can instantly access critical data like “Hey John good to hear from you. Hey the last time we talked your son Bob was heading off to college. How is that working out”. Pretty impressive huh? And now John feels like you care about him and his family. The trust factor goes sky high and you are in the driver’s seat looking like the competent, caring person that you are.
A good Customer Relationship Management system also has scheduling and task management capability so it will automatically remind you of tasks to be performed and follow up actions to take.
In addition you categorize clients by various means. Maybe by region, or by company or by potential or other things. The possibilities are endless. So the bottom line is a good CRM system is essential to building a brand and a million dollar business. Of course, like all software, the data out is only as good as the data in so it does take some discipline to maintain the data base but, if you make the small effort to enter good and complete data, the customer relationship management system will reward you for years to come.
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