In this multi-part series we discuss how using a customer relationship management (CRM) system can help your organization streamline its sales & marketing processes to generate more revenue. In the second installment of the series we’ll take a look at how a CRM can improve customer satisfaction, support, and retention.
Houston, I didn’t know we had a problem
Preparing for a sales call with an existing customer can be a daunting task. You need to pull together the details from your last call, do your homework on the competition, gather sales history, make sure samples or literature were sent, pricing was approved, and quotations or presentations prepared. All of this is done in an effort to make sure you can answer any questions and address any concerns that the customer might have for you during the meeting. But even the most diligent salesperson struggles to stay on top of all the possible interactions that a customer is having with his organization.
And so it happens. You meet with the client to talk about the next deal and they let you know that their last order shipped late, or that their having an issue with your service, or that they’ve already been discussing the next deal with inside sales. Not only is this an embarrassing moment for you, but it can create uncertainty for the customer during the buying process. And even if the sale isn’t in jeopardy, this certainly isn’t helping out you and your company’s reputation.
Everything in one place
So how can we minimize the likelihood of this situation happening to you? We don’t have the time to call or email everyone who might have had contact with the customer – inside sales, business managers, customer support, technical support, etc. And even if we did, that’s not the most efficient approach to solving the problem. The answer, as you’ve probably guessed, is a CRM system.
A properly implemented CRM system can transform your company into a world class, customer-focused organization. As your business interacts with its customers all of those details get captured in the CRM. So, outside sales can see what inside sales, customer service, marketing, and technical support are doing with a customer. It also allows you to assign and see the status of tasks – like the sample you wanted sent or the pricing you needed approved. And because all of this information is in one place, preparing for the next meeting just became a whole lot easier.
You’ll also feel confident that your customers will be well taken care of after the sale, which makes them more likely to buy again. You see, all the information that you need to make sure the buying process goes as smoothly as possible, is also being leveraged by your company to make sure the customer stays satisfied after the sale. Everyone in the company is on the same page and everyone is staying on top of addressing the customer’s needs.
So the bottom line is you and your company look smart, efficient, and make the buying decision much easier for your customer. And as the saying goes, a happy customer is a loyal customer!
About Sales Aspire
Sales Aspire is a software development service company that specializes in CRM and other business solutions to move your company forward. You can learn more about us at www.salesaspire.com. If you have any questions about CRM systems or are looking for CRM support please contact us today at [email protected] or by phone at 330-339-4017.