Not long ago, businesses used to rely on papers and excel sheets to keep track of all the activities and metrics. But all this was about to change as we moved into the digital age. Businesses needed a more sophisticated way to keep a record of their clients, and CRM helped them do that.
Customer Relationship Management or CRM is a tool for businesses, small and large alike, to manage and organize their interactions with prospects and provide a personalized experience. Despite the effectiveness of the tool, a study by HubSpot found that 40 percent of marketers and small businesses still do not use CRM software.
A key reason for the low adoption of CRM by small businesses could be that they consider it a tool that is built for large businesses with dedicated sales teams only. They do not realize the power of CRM software for small businesses that do not have a large number of salespeople.
In this blog, we will explore the benefits of a CRM tool in the realm of direct sales. Below are the 7 tips businesses can use to boost their sales growth using CRM and turn their prospects into customers.
1. Personalize user experience:
More and more customers want personalized customer service from businesses. In fact, 48 percent of customers will spend more with a business that makes efforts to personalize the user experience. Use your CRM system to gain insight into what your customers want. Track the consumers’ purchasing history and send them personalized emails related to similar items.
In addition to the user demographics, you should also observe their touchpoints through various channels and understand their interests and behavior. Once you have unique information about each customer, you need to tailor your content according to each customers’ needs.
2. Integrate your CRM system with other software:
Your customer relationship management tool doesn’t have to be limited to tracking customer interaction and monitoring sales activity. To make full use of the system, it is imperative to integrate the system with other software and programs that are used by the company.
The reason why this is crucial is that employees who communicate with customers can access whatever information they have on a customer (online, email, over the phone, etc.) during any interaction. This not only helps the staff to provide a more personalized and seamless experience but also enable sales teams to build predictive marketing models based on the available data.
Hence, CRM should never be implemented as a separate management system. Instead, it should be integrated with other tools to make a cohesive system that is all the more powerful.
3. Train your team:
The effectiveness of any CRM software depends on how your employees use it. No matter how modern the tool is or how fancy its features are, it will remain ineffective if your employees do not know how to use it. You should, therefore, consider training your employees on how to use the CRM software effectively. Make sure to review all the features and allow ample opportunity for your employees to get used to the system.
Consider an employee training program where you teach and train the staff through a series of lectures and tutorials. The program should extend to customer service employees, sales teams, and all the individuals who might interact with customers on digital and physical channels.
Focus should be on practical usage of the system and everything that the CRM can do. The best way to conduct the training program is to identify quick-learners and individuals who are already familiar with the technology. Train them first and then assign them duties to educate others about all the features that CRM offers.
4. Automate the tasks:
Every business manually handles a lot of repetitive but necessary tasks on a regular basis. Whether it is a simple task or a series of complex activities, you can use the CRM automated features to handle these repetitive processes. With workflow automation, you not only make these processes more efficient but also make your staff more productive.
Customize your CRM program to send automated reports or forward automated emails to the right person. With the tedious and repetitive tasks handled by CRM, businesses can focus on selling and scaling up their sales operations.
5. Improve collaboration across the board:
Collaboration plays a key role in the success of a business. If your employees are able to perform together, you will see improvement in productivity and employee relationships. However, it is not always easy for businesses to encourage healthy relationships, especially at a time when they are taking more people on board. Adding more people makes it more difficult for the salespeople to operate as a team.
A CRM system can foster a collaborative work environment and ensure that everyone stays on the same page. Use the data-sharing features and constantly communicate with your sales team to keep everyone up to date about the business. Combine sales reports with smart insights, and you are on your way to build better relationships with customers and close more deals.
6. Monitor sales patterns:
The beauty of a CRM system is that it provides you all the data in one place so you can put it in context. Use the CRM to observe a prospect’s purchasing history and try to notice any trends. Identify their buying patterns and reach out to them before your competitor contacts them. Not only could you close a deal much earlier, but you could also build long-term relationships with the customer.
7. Automate your notifications:
The importance of automated reminders and notification cannot be stressed enough for a business, especially the sales team. If a prospect indicates that they may be interested in buying your product a month later, be sure to remind the sales team about possible actions that could convert the lead without wasting any time.
Moreover, you also need to have an automated notification strategy in place, so that important events and actions don’t go unnoticed.
A CRM tool can be a powerful addition to a business’ arsenal. It can help you collaborate, automate, and utilize your resources wisely to maximize your sales. By reporting customers' data and activities in a systematic way, a CRM enables businesses to achieve their sales targets and much more.
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