Changing your sales process is a pretty big deal, even more so if you’re investing money into it. Chances are you’re familiar with Customer Relationship Management systems like Salesforce, but you’re still deciding how it could benefit your business. So to help, here are 7 common signs your business might be overdue a CRM system, and some of the different ways it can be customised to work harder for you:
1. Low efficiency and low productivity
Manual processes such as spreadsheets and paper approvals can really waste precious time. A Customer Relationship Management system replaces these time-consuming manual processes by automating data entry and repetitive tasks, and by bringing team communication into a single, shared interface. This has been known to improve efficiency and sales success with 41% higher revenue per salesperson. Lovely.
2. Lack of communication between departments
There’s nothing worse for a customer than being bounced around and misinformed by different departments because your teams can’t collaborate well enough. A CRM is perfect for allowing easy collaboration between departments, as it lets anyone in the organisation see the lifecycle of each customer or lead and how to address their specific needs.
3. Poor data analysis
The less data about your clients you have access to, the less you know you’re doing everything you can to help them. Sometimes collecting the right kind of data can be time consuming and irritating for the customer, but something like Salesforce can help you understand your buyer personas better through built-in reporting and data analysis. You can use these tools to see how they shop, what their seasonal habits are, demographics, digital behaviours and how they prefer to be contacted. You can even get this information by integrating forms on your website that ask important questions for you, so you get the information on point of contact without having to ask anything yourself!
4. Low customer satisfaction
Take a targeted approach to your customer experience management. Some systems let you engage with the specific clients who prefer mobile to social channels over email or phone, for example. Take time to get customer feedback and see what can be improved, and you’ll find you’ll get less complaints. This way, you can improve customer retention by 27% , which makes for happier customers! One report found a 66% increase in customer satisfaction “directly related to the use of CRM within the sales team.”
5. Missed sales opportunities
Tracking sales leads manually can result in an unclear process for nurturing them and so you’re more likely to miss out on sales opportunities. Integrating your system with a marketing automation software can help you use rules to notify sales reps when it’s time to follow-up on a lead. This also allows you to seamlessly pick up where your nurture programmes left off due to stored info and communication records. All this helps you build relationships with your customers and make sure you’re not missing any opportunities.
6. Rapid business growth
When it comes to CRMs, size doesn’t matter! Lots of people think it’s only beneficial for big companies, but that’s not true. Even small businesses can benefit from the advantages, especially when they’re on the cusp of growing. Due to the software-as-a-service pricing models, a lot of these kinds of systems are able to grow as you grow. So no matter if you start off with 10 employees and end up with 200 down the road, your system will ride along with you in the passenger seat.
7. Limited accountability
Sometimes salespeople can miss an opportunity due to lack of interaction data, so they end up falling through the cracks when no one picks them up, whether they forget or they just don’t realise it’s their job. A CRM acts as a centralised database and provides precise data on all the interactions you have with leads and customers. This tells you who, where, and when someone neglected a client. This isn’t to name fingers and point names, but rather to provide a clear view of what went wrong and where you can improve.
Got any questions or want to learn more? Get in touch for a quick chat!