Archive for the ‘customer management software’ Category

Customer Relationship Management (CRM) can greatly benefit an organization if it is used properly.

In this article we will list a number of benefits that CRM workflow can help bring to your organization.

CRM is now becoming the main focus of many organizations who are beginning to realize that it is much cheaper to keep a current customer and make sure that they are satisfied rather than continuously burning through customers and not focusing on efficient customer service.

One of the most under utilized (and most powerful) capabilities or any CRM system is workflow that is correctly implemented.

When workflow is properly implemented it changes your CRM from being a passive glorified rolodex into a proactive revenue generator that automates your business's best practices..

A good example of workflow is a lead nurturing campaign. Usually when a salesperson works with a prospect that is not going to be making a purchase for at least 3 to 6 months the salesperson makes that prospect a very low priority even if that is not really their intention. When this happens the prospective buyer often goes elsewhere when they are ready to make a purchase.

What if your CRM were able to send a pre-written set of communications to the prospect automatically over say the next year with the goal of the communications being to educate and move that person along in the sales cycle without requiring any direct involvement by the salesperson?

What would happen is that you would have more prospects think of your organization when they are ready to buy and studies have shown that at least 55% of prospects will make a purchase in the next 12 to 18 months.

What if you automated exactly how you wanted to treat your new clients during the first 90 days and automated the steps you were confident that they would all be done with EVERY new client?

Workflow can also be used in the customer service department to automate any open customer service incidents that have not been resolved in say 2 or 3 days.

All of this and much more is possible through the use of workflow.

The results of workflow can be increased revenue through a better follow up of leads that are not ready to buy today, a better experience for new clients and a better experience for those clients who have customer service issues therby reducing customer attrition rate with the system doing a lot of the work automatically.

CRM workflow on this level gives you a transparent view into all these processes so you can easily see any recurring patterns in your business that are causing your organization not to run as efficiently as it should..

CRM workflow can also give you extensive data reporting on your customer inquiries. For example, if there is a specific question that your customer service team repeatedly has to answer, you can cut down on your CSR cost by implementing a FAQ sheet with your product.

Customer service data reporting will also help you improve on your product by being able to provide data on any complaints. Understanding customer inquiries and being able to predict what issues you might have post-sale will also help you tailor and customize your customer service training in a more effective way. Uncovering small problems in your business can help you make decisions that can have immediate impact on the profitability in your company.

Customer relationship management software can also automate administrative tasks such as sending e-mails and status notifications. It is very important that you automate as many processes in your business as you possibly can in order to improve the productivity and profitability of your organization.

Taking the time to implement CRM work in this area will prove to be a very strategic decision.

Need help automating your best business practices into CRM workflow? We can help, for more information give us a call at 858-541-1820 or by email at info@rbdata.com

Getting new customers is essential for any business. However, when you have the ability to effectively retain your customers, you reduce your customer acquisition costs and your business becomes an effective presence in the marketplace.

Once a customer is obtained, every effort should be made in order to maximize a solid relationship with them which will inevitably turn into consistent and qualified leads via referrals from your current clients.  CRM software gives you the ability to analyze, understand and correctly profile your customers which eliminates any guesswork in your endeavors.

CRM software can help you meet this objective by aiding in the interaction between a business and their customers on a more efficient and personal level.

Prior to installing your customer management software or client management software, it is highly recommended that you clearly define your goals and have a solid plan of action in place.

By preparing beforehand and making a list of the areas in your business that you want to improve, it will be easy to see the difference that CRM software can make in the productivity of your business processes.

By thoroughly understanding your customer's demographics you can easily create a sales process that is geared towards targeting your most profitable customers.  Having the ability to analyze and determine where a majority of your income originates can help you easily expand your business reach and make your business process more effective.  In fact, many companies spend far too much money trying to understand their customers when a CRM can help them perform this market research at a fraction of the cost.

Once you understand and profile your customers, you can now easily communicate and forge a solid trust based relationship by improving your communication.  Customer service is the lifeblood of any service-based business and by enhancing your ability to communicate with your current clients and target audience, your efforts will prove to be that much more successful while giving you time to concentrate on other growth factors in your Corporation.

CRM software can also help make your daily processes easier to manage which is essential for any finely tuned company.

Before you decide to invest in customer management software or client management software, it is highly recommended to investigate the best crm software that is available on the market.  Some of the most popular brands are Microsoft CRM, Goldmine CRM, and Salesforce.com.

Each of these solutions have their strengths and weaknesses and it is important for you to find the best crm software for your organization.

These CRM's have proven to help corporations enhance their customer management time and again.

Remember, customer acquisition is one thing, but making sure that your customers are happy and will refer your business to their colleagues and future business partners sets the growth rate for your Corporation heads and shoulders above companies who do not focus on their customers once they have attained them.

If your company is almost 100% sales driven, then having a CRM that can help you in the backend with retention is literally worth its weight in gold.

If you need help identifying and implementing your customer manaement strategies we can help.  To learn more, give us a call at 858-541-1820 or send us an email at info@rbdata.com

Copyright 2002-2011 RB Data Services Links Customer Relationship Management (CRM) Certified Consultants - Microsoft Dynamics CRM. Salesforce.com and GoldMine Software