Monday, 10 March 2014
Problems that can be resolved with CRM
As a business grows you will continue to encounter problems. In this article I hope to give you an idea of some of the problems that can be resolved by using a CRM.
- Looking up addresses and telephone numbers: A CRM in its simplest form is basically a contact management system. It allows you to have a centralised database containing addresses and telephone numbers of your contacts allowing you to find the essential information you need with a few simple clicks of your mouse rather than having to look in directories or search engines.
- Communication: Poor communication is not a good thing in a business because if a message is missed you could lose out on a major order or a new customer. Capturing and recording all messages is essential for effective customer service. A CRM can allow all in your business to record every communication with a contact against an individual contact record.
- Tasks and Deadlines: Missing tasks and deadlines can be very costly to a business. A CRM system can record tasks and deadlines for the tasks and also assign them to a particular member of staff. Having this information available to all that use the CRM allows staff to set priorities of the work due to be done.
- Too Much Paper: How much paper are you generating in your business and then just filing away never to be seen again? Keeping your documents electronically filed associated with a contact record reduces the need for filing cabinets and increases your office space.
- Multiple Databases: Most businesses have many different databases with duplicate information. A simple task such as changing a telephone number or address will have be be changed on each individual database. A CRM system should only contain one record for a contact so it is easier to change information if necessary.
- Who Do We Market To?: CRM records all products and services purchased or they have shown interest in within the contact record. This means you can build a clear picture of your clients requirements. You can create reports and set up mailing lists to generate specific campaigns for your services and you will save time by mail merging letters, emails and SMS.
- Why can't I get the information I need now?: How many customers of a specific product do I have? Who is on a particular mailing list? Can I get a report of all customers in a certain demographic? Information that can sometimes take a long time to collate can be data-mined and created in a report within the CRM to generate lists which can be exported into a spreadsheet for mail merge documents or general reporting.
- Where are your Staff Today?: Do you know where everyone is today, tomorrow, next week? A centralised calendar system within your CRM means everyone knows where everyone is at any time. Appointments can be made for you or assigned to any member of staff plus your contacts can be added as attendees of an appointment if needed.
- Getting Everyone Onboard: With CRM you can record all of the information you need to successfully carry out a project to its conclusion. Everyone has access to customer expectations, documents and the client records. Allowing all staff being able to see what is expected of them and the tasks they are assigned makes the job planning process so much easier.
- Keep Yourself in the Picture: It is important that you are kept up to date with what is outstanding with any of your contacts. Each time you log on to your CRM system you will be able to view a wide range of matters that are outstanding including appointments, tasks, sales items and much more.
CRM helps you to look after your existing clients effectively: the more you know about them, the easier it is to identify new prospects and increase your customer base.