Alert - CRM can boost sales team productivity & engagement
To consistently hit sales targets and ensure productivity, sales executives need tools to help them effectively engage customers and close deals. Sales management can reduce the administrative burden by providing accurate forecasting tools and easily accessible, complete customer data.
Customer relationship management (CRM) boosts both productivity and effectiveness, yet 22% of professionals don't know what CRM is used for -- and 40% still store customer data in a spreadsheet or email.*
Here are five ways that CRM can increase the productivity of your sales team.
1. Gain a deeper understanding of customers
CRM makes it possible to capture many streams of customer information from both internal and external data sources. With CRM, sales representatives can enjoy anytime access to rich, accurate customer profiles that gather information from across the entire enterprise. As CRM has matured, customer profiles now contain much more than contact information and appointments. Robust profiles include demographic data, social media profiles and activity, purchasing history, buying habits, preferred communication channels, and much more.
Rich customer profiles are shared and updated by all customer-facing employees. That means without picking up the phone, sales representatives can see any activity between accounting or customer service, and their customers. Likewise, customer support representatives can see the interactions that have occurred between the customers and the sales department. The result is a more consistent, satisfying experience for the customer and more efficient interdepartmental communication.
2. Selling on the move
Access to CRM anywhere give the sales force a strong competitive advantage, especially in the field. Mobile CRM can inform sales representatives about the current status of active orders and available inventory when they are in front of customers, and also allows them to follow up on open customer support issues. No need for the sales rep to be surprised before a customer visit.
Mobile CRM facilitates better in-person customer interactions and enables the capture of higher quality, more detailed customer information for later sales, marketing, and customer service purposes. With information on mobile devices, sales professional can refresh their memories just prior to meetings, as well as enter notes and take actions directly after meeting a customer - while details are still fresh.
Capture notes even voice to text quick from your smart phone into your mobile CRM
3. Get a 360-degree view for better understanding
In order for sales representative to focus energy on the very best customers and opportunities, it is essential to have a complete view of the customer. CRM can integrate with other back-office systems such as ERP in order for customer-facing employees to stay informed. Every interaction with the customer - from marketing to sales to customer service and billing - needs to be available to the sales team.
Giving your sales team real-time access to all the customer and transnational historical data they need from across the business is not as difficult as it sounds. Aside from the information in your CRM system, most of the other critical information for your sales teams resides in the ERP. Companies that adopt integrated ERP and CRM systems are "75% more likely to have a fully integrated view of all customer information."**
4. Accomplish tasks faster
It's a CRM conundrum: Sales and marketing executives need the system to capture and display every customer interaction, yet data entry is the least productive use of a sales professional's time. Although 75% of surveyed sales reps understood that tools like CRM are an integral part of the sales process, 56% felt the tools were not designed to their needs.***
A good CRM should not only help sales professional easily enter data but should help them identify information and capture it automatically. Many CRM systems are capable of integrating with other enterprise and third-party apps - from email to spreadsheets and social media. - saving a lot of time for sales professionals by eliminating unnecessary data entry.
A critical area for this type of integration is the email system. Sales productivity is enhanced when companies choose CRM systems that automatically capture information from emails and share customer information between platforms, so that entering a name or email address in one platform will display relevant data from the other.
Infor Xbar resides your Microsoft Outlook and allows you to view related CRM information about the contact, the account, and associated notes/history, opportunities, service tickets, etc.
5.Better decisions with actionable analytics
Analytics drive decision making in modern sales teams. Hiring savvy pros with an instinct for closing deals is still important, but it is equally critical to arm them with the data to identify the best prospects and opportunities. Sales teams use prescriptive advice to identify high-quality leads, the most useful relationships within firms, the right contacts, and the most relevant sales collateral for buyer's role.
CRM systems contain the information your sales team needs to enhance productivity; the challenge is to present data in a format that is easy to absorb and highly actionable. Sales professionals will appreciate the ability to view pre-built, integrated dashboards that combine CRM customer information with relevant data from external sources, allowing them to adapt their sales strategies for success in an ever changing competitive environment.
Do More - Get More
CRM can do much more than provide customers with a better experience. It can also dramatically improve the productivity and effectiveness of your sales team – lowering the cost of sales and helping close more transactions. Yet too many sales professionals still rely on outdated technology like email and spreadsheets to manage their day-to-day interactions.
Read this “how to” and discover how CRM can provide your sales team with the information and capabilities to gain fresh insight into customer needs and be more proactive in addressing the challenges they face every day.
* Hubspot, 8 Stats You Need to Know from the 2016 State of Inbound Report, September 21, 2016
** Aberdeen Group, Nick Castellina, Create a Foundation for Competitiveness with ERP and CRM, August 2016.
*** Accenture Interactive, "Empowering Your Sales Force: It's Not Just Automation," 2016.