Perhaps your business has not been growing in months. Or maybe it has even grown, but at a slow pace. Perhaps your sales team does not have the information needed to follow up on a lead or to delight him so that he will make the purchase.
The truth is that having a tool that promotes customer satisfaction, productivity and collaboration is no longer exclusive to big companies. It might be something you need in order to achieve success.
That tool is CRM.
The CRM Tool
Customer Relationship Management, or CRM, is a term that refers to the practices, strategies and systems that companies use to manage and analyze interactions with customers and their data. The goal is to improve service relationships, build loyalty and drive sales.
CRM systems collect customer data through different channels, such as the company's website, phone, chat, email and social media. They can also provide the customer service department with detailed information about users such as their purchase history, preferences and concerns.
According to a survey by Capterra, 65% of companies now adopt CRM in the first year. Another study, conducted by Nucleus Research, showed that companies that employed a CRM achieved a ROI of $ 8.71 for every dollar spent.
It is a fact that CRM has been the pillar of customer service for many companies. But how do you know when is the right time to use a CRM tool?
Signs that it's time to use a CRM tool
At the most basic level, a CRM software consolidates customer information and documents into a single database. This way, users will be able to access and manage it more easily.
Over time, other features have been added to make the solution more useful, such as recording customer interactions via email, phone, social media or other channels; and automation of workflow, such as tasks, calendars and alerts. The administrators are also able to track performance and productivity based on information stored in the system.
Below are the most common signs that indicate the necessity to use a CRM tool.
1. You are losing customers
The first reason for customers to abandon a brand is not to feel appreciated by it. If you're losing customers, not knowing them well in order to create lasting relationships might be the main reason.
Knowing who buys from you, what they like and how they interact with your company, allows you to demonstrate how much you appreciate them.
2. Your customers' information is unorganized
As we discussed, having information about your customers is essential. Losing or missing out on an important piece of data can negatively affect a sale. Thus, your salespeople need to have everything that can make it easier to close a deal.
A CRM system in place helps to centralize that data. You will have access to all the data of anyone interested in your brand, including contacts, so you can continue nurturing your relationships with them - all on one platform. For example, You don't have to worry about losing a lead if a salesperson leaves the company - everything will be in your system.
3. Your customers' satisfaction is low
Did you know that 95% of consumers tell others about a bad experience and 87% when they had a good experience?
The last thing you want is to lose customers because of poor service. If you think your team spends more time reacting to customer complaints than anticipating their needs, it may be time to use a CRM tool.
4. You don't have visibility for your sales team
A big part of being a good manager is knowing what your team has been up to. Do your salespeople fail to reach the goal of the month? You need to understand why so that you can help them improve the following month.
The drop in sales may be linked to a lack of transparency in how your salespeople are working. When you decide to use a CRM, you have visibility of all your team's and how your sales funnel is going.
5. You take a long time to issue reports
Without reports, it can be challenging to track your team's performance. If you are having trouble with issuing (because sales data are spread across multiple platforms), it's time to use a CRM tool.
CRM offers a simple dashboard to store all kinds of data about your customers and potential customers. Do you want to know in which region people buy most from you? Consult your CRM tool. Do you want to find out the average age of your clients? CRM can also help you there.
6. You have valuable accounts that you need to manage
Every business has key customers that it cannot ignore -and you will want to treat them as best as possible to ensure that they remain your loyal customers.
A CRM can automatically remind you when a follow-up with these valuable customers is needed. Thus, you are always present, and it is possible to track individuals within these organizations, personalizing interactions. This is especially important if your customers are large organizations.
If one or more of these situations are common in your company, it's time to look for a CRM tool. The right system will help you be more organized, have personalized interactions, close more deals, and prepare your company for efficient growth.
Now that you know why a CRM is useful it is also worth finding out how email marketing can help you increase your sales!