Accelerate Business Transformation - now!
Prospective clients often ask about how a contact management system can help them in their startup or small business.
Julie and I answer by sharing how a full customer relationship management system can coordinate marketing, sales and customer service to meet their needs. Then together we look at their vision and share insights on how a more integrated business CRM like bpm'online CRM or Infor CRM (formerly Saleslogix) can help achieve it
Is that a question you ever ask?
Your business can benefit from CRM, too, in one or more of these seven ways:
1. Build profitable relationships through effective customer interactions.
(R)elationships are the core element of any successful business, so focus your strategy on enhancing them. Conversations with customers are much richer when they are informed by what you know about them. Your CRM is a place to gather, store, and synthesize all your history with them and metrics on their behavior
Today's CRM solutions enable a 360-degree customer view. Using CRM’s full potential will help you build longer, more profitable customer relationships, even beyond sales and marketing.
CRM enhances multiple types of relationships.
The customer experience you provide makes all the difference in long-term business success. Think about the best and worst experiences you have had as a customer-- If the service you received was positive, I bet you felt more inclined to recommend the business and return for additional purchases.
CRM covers the customer's journey from Lead to Loyalty
2. Get vital customer information anytime, anywhere
Think how much faster customers will gain trust in you when you remember what is important to them and can respond quickly to their questions. Your mobile CRM means the end of delays while you’re out in the field.
Quickly finding valuable information in conversations, emails, notes, and sales history is essential. It’s entirely accessible whether you are using your laptop or mobile phone. now that your database can live securely in the cloud.
Mobile CRM puts detailed prospect and customer information at your fingertips so you can to perform key actions quickly wherever you are.
Bpm'online mobile client with visual indicators to measure progress.
3. Fill the pipeline with qualified leads for consistent sales revenue.
More qualified leads mean time that the sales professional can spend with a prospect. How does your marketing deliver?
Each email campaign should provide feedback on who is opening, who is reading, and what each reader is most interested in. CRM solutions such as Salesfusion integrate with e-marketing to give you that insight. Then you can set it to auto-create a call list to focus your sales pros on those hot prospects. Game changer.
But that’s not all.
Another example is smart feature of the InboxGuru marketing automation system, used with Infor CRM or ACT. It will send a "Daily Report Alert" to each rep’s Inbox for the prior day's sent emails. The report includes:
- Number of the emails opened compared to the number of emails sent
- Number of the embedded links that were clicked from within the email, such as the one to your product page.
- Number of the attached PDFs viewed. Was that important proposal viewed? Now you can tell.
- Number of your YouTube videos viewed.
- Number of your web pages viewed.
This shows marketing results from a drip/nurture marketing campaign:
Know how well that marketing campaign is performing - example of bpm'online CRM dashboard.
4. Identify new opportunities, analyze performance and business metrics, and diagnose potential issues.
You need a handle on where future business will come from. With opportunity management you can determine where to direct sales coaching or additional focus.
Additionally, understanding the potential for recurring service and support issues will mean your business can proactively prevent instead of reactively repairing damage to those valuable customer relationships.
Personalized decision dashboards visualize your progress
5. Match your process and preferences for Synergy.
Every business has common goals and challenges. But every business also has its own set of critical business processes, terminology, and 'tweaks' they find beneficial
Good news: All of our supported systems: bpm'online CRM, Swiftpage ACT! and Infor (Saleslogix) CRM give you the ability to tailor the system in ways that enhance your users' productivity and track information specific to their needs. ACT!’s "Smart Tasks" tool easily helps to automate work flow.
bpm'online CRM is especially powerful. It's based on a foundation of business process management – makes you even more agile and efficient by matching your sales process to your customers' buying process and improving work flow with tools
When BPM tools are applied to work flow automation, alerts, and data synchronization, frustrations go away, productivity increases, and more work gets done.
6. Integrate other desktop applications, and web services - for a holistic view.
Nearly all companies use some version of the Microsoft Office suite or Google Gmail – are you one of them? Your CRM system needs to sync with it, and it does with bpm'online, ACT + Outlook email or Infor CRM + Outlook. You can easily export information in it to Excel for further analysis.
Most everyone working in Microsoft Outlook needs direct access to the related contact and company information for each Inbox email. Today with Infor CRM XBar your sales team can quickly turn unstructured email information into defined tasks, opportunities, leads, and intelligent conversations. CRM users can also update existing CRM contact and related information directly from within Outlook.
Links to their accounting systems are a core requirement for many of our clients. And CRM delivers. Examples are Infor ERP's (Syteline, Distribution, Visual), Sage MAS 90/200/500 or even QuickBooks/Sage 50.
The continuing trend for more access to other web services such as email marketing, surveys, social media interest, etc. provide another beneficial level of knowledge and communications with prospects and customers.
7. Gain a professional partner who provide CRM design, implementation, skills training and support.
Look for a partner who has entrepreneurial experiences of driving business and the skills in specific CRM applications.
This is where a professional services firm like ours can provide you with valuable assistance. Insights into what works and best practices in the use of CRM are part of our knowledge transfer to your business. Our goal is for you to gain greater success with CRM.
We enjoy working with entrepreneurial minded business owners seeking excellence. Many have found us to be just such a professional partner. But don’t take our word for it. Read their testimonials for reasons to believe.
Have you considered:
How business automation could increase productivity and free use of your strengths?
CRM allows users to do what they do best and automate business processes such as:
- thanking new leads who use your website form
- adding lead to a marketing nurturing campaign
- creating a new customer service case from an inbound email
- sending a personalized email for a follow-up meeting.
Look into built-in business process management foundation of BPM'online CRM to Accelerate Business Transformation- Now !
Got questions about how CRM could specifically benefit your business? Give Dick a call – let’s talk: : (269) 445-3001
Editor's Note: This post was originally published in December 2010 and has been completely revamped and updated for accuracy and comprehensiveness.