Customer Relationship Management (CRM) software allows businesses to keep track of prospects as representatives guide them through the sales pipeline. A sales representative can record anything he learns about a prospect into a CRM application. You never know what key fact can help increase the chance that you close a deal.
For instance, just knowing that your prospect is a basketball fan, and he is traveling to your city in the next few weeks can open up a great opportunity to tighten your relationship and close a future sale. Maybe you think nothing of it when you write it down; however, when Groupon emails you a great deal on some basketball tickets, by loading up your CRM software, you already know who to take with you. Getting to know someone with a decision-making responsibility in a more personal setting can be the best place to make a new friend with whom you can do business for a long time.
CRM can also be used to document employee interactions with existing customers. For instance, if a customer was guaranteed a discount by a higher-level colleague, a customer service representative can load the client’s record on a CRM application and see exactly when the associate promised the discount. This way, the agent can issue the discount and record her findings in the CRM dashboard, knowing an authorized manager approved it.
Several startups lack efficient systems that ensure their business operations run smoothly. CRM’s provide the interface that allows a startup’s employees to follow its organization’s processes. By reviewing CRM documentation, management teams, executives, and other personnel with leadership responsibilities can better gauge what parts of an organization’s systems are most useful in generating more sales and retaining customers.
Once a CRM is in place, startups don’t have to rely on demographics to learn and cater their communications for their customer base. Every employee can make a decision on how to engage each customer based on hard data. Startups that document some customer information in an email, another in the calendar, and another in a text document, have only evolved one step from the archaic use of roller dexes, post-it notes, message pads with carbon copies, and a pen and a napkin… excuse me, notepad. CRM’s allow personnel to aggregate customer information onto one interface. Some CRM programs can automatically import emails and phone calls to make the information quickly accessible. Sales and customer service representatives can be more productive with their time. They won’t have to waste time loading multiple windows to identify the client’s stage in the sales or service pipeline.
Today, CRM software has been introduced into the cloud. Startup employees can collaborate with each other any where there is an internet connection. Access to customer data is no longer limited to weak, exhausted, or at times, damaged resources on office computers. Organizations free themselves of having to pay for routine maintenance or customizations to their hardware and software to have its staff collectively drive sales growth and enhance customer satisfaction. Even employees using different operating systems and devices can easily work together to deliver the highest level of sales efficiency and customer service.