Investing in Customer Relationship Management (CRM) Software can lead to tangible improvements in your business. For example, you can use CRM software to help evaluate your company’s performance and pinpoint what you and your team are doing well, as well as areas where improvements can be made. Then, once you have used CRM software to determine any areas for improvement, you can take a proactive approach to these issues and make corrections in Q3, which in turn will help you get ahead in Q4.
Here are some specific ways that CRM software can help you stay on top of how your company is doing and what it can measure:
CRM Can Evaluate Response Times to Customer Issues
If you have ever had customers complain about how long it took someone from your company to get back to them and answer their questions, you probably understand how frustrating that can be. As SmallBusiness.Chron notes, customers are very likely to take their business somewhere else if they feel neglected or if they have questions or other needs that are not being addressed in a timely manner. This very real issue underscores the importance of a CRM software program.
For instance, business owners who are using Infor CRM find that they can solve problems including response times to customer issues and inquiries. By using the CRM software to keep tabs on customer emails and calls, business owners can ensure that everyone is getting their questions answered as quickly as possible, which can lead to higher customer retention rates and more profits. If an issue is discovered in this area during Q3, it can be addressed and improved upon well before Q4 begins.
CRM Software Can Help Improve Efficiency
Another reason business owners should consider implementing CRM software is that it will help your sales team be much more efficient. It allows your sales team to document each and every interaction with a current or prospective customer. Instead of jotting down reminders on Post-It notes which can easily be lost, a CRM system lets your team keep all of their information about each customer in one place. This consolidation will help your employees remember who and when to call.
As a bonus, the CRM system also allows you to add in notes about the prospective customer that you have gleaned from previous interactions—including what type of business they have, their families and their hobbies. Reviewing these nuggets of info prior to reaching out to the customer again will help the call be more personal, which can build stronger relationships with customers and increase sales.
Follow Up with Potential Customers
One of the best ways to boost your fourth quarter sales is to land customers that you have already vetted and made a sales pitch to earlier in the year. To do this, you have to have an accurate list of unsold prospects and follow up with them. Of course, if you have an unorganized method of tracking potential customers, you may lose out on this opportunity. This is another area where CRM software can really shine; it can be used for lead management purposes and to keep tabs on the number of prospects that you have contacted. By having easy access to this data, you will know who to reach out to again during Q3 and hopefully convert to new customers, which will boost your Q4 numbers.
If you are new to the world of CRM software, you might be understandably overwhelmed by the many ways to implement it in your business. By focusing on your team’s response times, documenting every interaction and understanding which potential customers need a follow-up call, nobody will get lost in the shuffle and you should be able to fix any issues during Q3, which will lead to a strong year end performance.
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