Looking after your customers, or customer relationship management, is nothing new, but as every smart business will tell you, things have moved on from spreadsheets and Post-it notes.
As a business grows, the amount of information processed grows in tandem – new enquiries, contact details, communications sent and received, appointments, records of sales and customer service requests. Day-to-day tasks increase, and so does the need to assess what’s working and what could be improved. Enter stage right CRM software.
CRM software is technology that helps a business manage interactions with current and potential customers. Cloud-based, your CRM system can be accessed remotely, at any time and on any device. It’s one central system that sits at the heart of your operation – one system, but with (almost) limitless capabilities.
Key Features of a CRM System
Contact management – gather and store all your client data in one centralised place. Put your finger on the information you need the second you need it. With every member of the team on the same system, and the system always up-to-date, those details can be leveraged to great effect.
Track communications – how blood boilingly infuriating is it when you contact a company, and they have no idea what happened two days ago? How impressive is it when you contact a company, and they not only know what happened two days ago, but two months ago, and two years ago? In the best CRM systems you can log all interactions and conversations, message and email from within the system. Get to know your clients and build relationships with them.
Track sales – follow your client’s progress through the pipeline from potential customer to closed deal. Put an end to deals being lost or forgotten. Create quotes, estimates and invoices. Manage and record payments from within the system. Be on the ball with your clients’ money, and they will thank you for it.
Customer service – manage customer enquiries and set follow-up activities within your CRM system so they won’t be missed, ensuring quick and effective resolution of issues. Increase customer satisfaction and customer loyalty. Word will get around.
Diary management and calendar bookings – plan meetings, sync with other team members, set reminders and eliminate scheduling errors. Allow clients to fill your calendar at their convenience and make use of automated booking reminders.
Workflow and marketing automation – automate routine tasks and run targeted, personalised marketing campaigns. With the day-to-day processes taken care of, concentrate on nurturing leads and growing your business, knowing you’ve got the tech behind you to manage that growth.
Analytics and reporting – gain valuable insights and receive data analysis reports, helping you understand customer trends and make informed decisions.
At Hello Hello, we look at what your business needs, and find the right CRM system for you. We also have a nifty CRM system developed in-house to throw into the mix. We specialise in the implementation and management of CRM systems, and not only set up and configure your CRM system, we empower your team with the knowledge and skills needed to navigate the tools it provides efficiently. Our goal is to ensure that you unlock the full potential of your CRM system and use it as a powerful asset in your business strategy.
We all loved Post-it notes, but you’ll love your CRM system more.
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