Businesses spend hugely on acquiring new customers. They invest more to market their product and services so that customers can know their presence and contact them. But strangely, when it comes to managing relationships with these customers there remains no strong process to follow.
Given the fact that businesses can spend a lot to obtain a customer, then is it not worth spending little to retain the existing ones?
The success of any business is connected with the customers and the basis of it is the communication. Businesses can enable better communication with the customers to improve the success level of the business.
Enabling successful communication using a CRM solution can boost not only customer service management but also the business sales.
CRM for effective communication
SMS solution using CRM
SMS is the easiest and most convenient way to reach to customers. Many CRM solutions provide the SMS solution that can act as a two way processing. Manual or automatic SMS can be sent to customer intimating them about the payment renewal, or stock availability, etc. Customers can also simply send SMS to show interest in any particular product or request for status enquiry.
Emailing through CRM
CRM solution provides much more capabilities than just a simple mailing system. Businesses can make use of Email Templates which is a huge time saver plus it can also support macros to make your emails look professional without spending much of your time. Automatic Emailers can be configured thus letting your CRM do most of your work.
There are many more such CRM advanced tools that can ease your customer communication process.
Such additional tools in CRM can maximize the effectiveness of customer interactions and improve your business life cycle. CRM is not just about managing customers but it is also about bringing value to the business.
Excellent customer service is about being aware of customer needs and responding to them effectively. CRM helps you to understand, analyse and respond to your customers needs in a consistent way, right across your business.
Practising CRM requires an efficient and integrated internal business system. Many businesses benefit from the organisational discipline CRM imposes, as well as from the technology itself.
So the software enables a business to build a better personal relationship with their customers.
As a business, you should remember that Customer Relationship Management is a business philosophy. Understanding your customers needs enables you to build better relationships and increase sales.
A well-implemented system will increase the number of customers for a company, increase the satisfaction of those customers, and grow revenue and profit in both absolute and per-customer measures.
CRM helps you to not only get new customers, but also to stay close to existing customers. A solid customer relations strategy is a must, and it can be effectively built, supported and maintained by technology.
Read further : Potential of Small Business CRM
CRM is considered as a business strategy for company wide designed to reduce cost and increase profitability and customer satisfaction. CRM is said to bring together all the information within the organization resulting in giving a holistic view of each customer in real time.
CRM includes elements such as people, process and technology. CRM is used to learn more about customers needs and behaviours in order to develop stronger relationships with them. It simplifies and many a times automates the process of business functions. CRM is technologically designed process that will help bring together all the information about customers, sales, marketing and market trend.
The CRM enables to improve customer service, increases call center efficiency, adds cross-sell and upsell opportunities, streamlines sales & marketing processes, reduces costs and increases overall profitability.
For CRM to be truly effective and to produce best results, the organization must lets staff know that the change is good and that CRM will bring benefit that much as it is used and utilized. Even with years of accumulated knowledge, there’s always room for improvement. Customer needs change over time, and technology can make it easier to find out more about customers and ensure that everyone in an organisation can exploit this information.
Benefiting from CRM is not just a question of buying the right software. You must also adapt your business to the needs of your customers.
By adopting CRM not only can your employees get to whatever they need to from wherever they are, but they can also do more, faster, by accessing everything through a single online location. And in the end, that means increasing efficiency, closing more deals, and keeping your employees and customers happy.
How often can you define the customer service process requirements by just a glance on the business? You would really need to understand the start to end point of the business model. You would need to use an approach of understanding the core requirements and use the satisfaction measures.
Empower the agents of your business who deal with customer service with a complete and a relevant system that could be used for each and everything for day to day process.
The fact is that without a collaborative system, your agents would spend more than 60% of time searching for the right information from here and there. The effective way would be to provide a collaborative system to the customer service agents to work. The present market offers automatic applications that can include process flows, workflows and marketing softwares etc. It is easier to work with such applications that would help in concentrating on your core business rather than administrative work of storing, tracking and exporting the required data.
For many companies, the use of software applications has proved to be profitable tool that has improved answering speed and increased customer satisfaction.
Usage of right systems can also help in understanding the customer service operations that would inturn be helpful for managers to make decisions about hiring or any operational process that would lead to company’s business goals. It is also necessary to explain the use and need of such applications in the business operation as it is the executives who is going to make the ultimate use of these systems for beneficial results. This would also fill up the gap between business objective and performance.
Being able to communicate through SMS keeps your customers or employees informed in real time and dramatically reduces the cost and time associated with the process tasks maintaining a positive customer experience with your business.
SMS based solutions can improve the profitability with simple short SMS as it includes integrated SMS campaigns, automated SMS response and reduces the need for basic outbound calls. It can also help in automating followup and manage new sales opportunities.
Maple CRM can be easily integrated with other systems to automate the SMS based workflow of organization infrastructure and reduces the communication overheads. SMS integration includes sending & receiving of information through SMS and processing the same for further communication. Maple ensures that SMS communications can effortlessly keep running and it can provide continuous and consistent SMS delivery.
How outgoing SMS can work out for business scenarios?
- Sending SMS to potential customers
- Sending out SMS alert or reminders for an appointment or event
- Sending out SMS to sales agents who are on the field to call the customer
How incoming SMS can work out for various business scenarios?
- Field engineers/technican to receive sales or customer support cases when they are on the move.
- Registration for events, service or programs.
Other key Features of Maple CRM with SMS Integration:
- SMS templates
- Bulk SMS
- Personalized SMS to targeted customer
- Send thank you SMS, SMS for greetings or wishes to customers
- Order status update to customer through SMS.
- Advertisements or promotions through SMS
- SMS reminders to customers on payment/renewal/next service date etc
- Facilitate people to subscribe to your updates via SMS.
- SMS campaigns
- Two-way SMS
Check out few of the sample SMS configurations from Maple CRM
In today’s competitive business, companies invest lot of money to generate leads. With many options to bring in more leads like mobile, social media, internet, text messaging etc.
So what happens to the inbound leads once you get them? Lead are useless without it being successful conversion. So what are the steps that can be taking to find higher conversion rates.
- According to the study made on lead conversion, it seems that the possibility of lead conversion increases if the lead is called within 5 mins rather than later. So calling leads immediately could give good response from the lead and avoids the chances of your competitor calling them before you do.
- Concentrate on contacting the lead and converting them and not count how many leads you have got. More conversations with leads means less time to close the lead to sales.
- Do not give a chance of missing a lead. Even when you are away from desk or you are on a weekend, make use of cell phone. In this age of mobility, there can be no excuse of missing an incoming lead. Regardless of you being anywhere, make an immediate phone contact with the lead.
- Not all the leads are converted in the first call itself. So there needs to be a regular followup method in reaching the leads and convincing them for the sale. Many CRM systems provide such capabilities of tracking the re-attempts and providing reminder creation options.
- CRM systems may help you in a great way to get your leads and give the details to you in minutes. With the stored information, you need to quickly act back and tackle the customer. So the CRM system sounds to be a great benefit only when you make use of it in the right way.
Remember that generating leads takes a lot of effort and money. So you need to make use of each lead for conversion. Make use of CRM or lead management systems that will immediately connect you with leads by phone and help you close more sales and maximize your revenue.
How you treat your customers will determine whether or not they will continue to do business with you. If you reduce the price of your product, your competitor will do the same within few hours. If you add a new product, they will do the likewise. An efficient service to your customers is the only way to make your customers happy and do business with you. This is the only proven strategy that works to give success over your competitors.
Companies offer quality products but what makes the difference to win the competition is how they provide their customers with superior customer service.
Companies don’t have to spend millions of dollars in advertising and marketing to draw customers. The business that comes from the same customers brings more profit than the money spent on advertising and marketing. Few of the steps that could benefit your organization are mentioned below:
1. Train your employees on providing efficient customer service: You have to make the employees realize about how better customer service can make a change to business. Training would give the employees the opportunity and the challenge of taking necessary decisions while taking care of the customers issue.
2. Change employees attitude and behavior: Share the examples of how customer service stands as important asset for business. Praise employees and reward employees on their efforts. This would be very simple but does make a lot of difference in employee productivity.
3. Make the words walk: It is not enough to just say “we are going to make customer service a top priority” Every individual has to focus on customer service. Your customer service strategy should be such that the customer experiences a remarkable service that makes him appreciate your business to others. This makes a great impact on business profitability.
Everybody is talking about CRM. If you haven’t heard much about it yet, then you must start reading CRM articles to know whats the talk about. In one sentence, CRM can be explained as a tool that has changed the business way of working in collecting, managing and using the information to improve in profits.
CRM can put you on the racing track to compete and win on profits. CRM puts all the information at the center, keeps your employees inspired and customers happy. CRM ensures that your business gets going easily.
Workforce collaboration is one of the crucial process in any business. Employees don’t always sit in the cubicle and work. Salesperson keep working away from the desk, managers always have meetings to attend, marketing team always are on the move etc. This difficult model of work is handled by CRM which provides a hosted software solution to collaborate and share all information online thus reducing your work and by providing a tool to access the information anytime from anywhere.
Ofcourse, not every other information is shared with all, that’s why CRM applications are made with security and permission level functions. CRM is not only secure but is also reliable and does all the business work automation easier than ever!
CRM reduces the time and complexity involved in managing the business work. From sales activities to marketing campaigns, the software automates all the process and increases profits. And then it helps to view and analyze the information about the customer contacts, past history, product details and preferences thus allowing customer service executives to provide faster and better customer support.
Hosted CRM like Maple CRM has been considered an efficient CRM software for managing all the business functions. Visit the website Maple CRM to know more details.
Improving business using CRM is the most widely used concept in the market these days. CRM offers multiple benefits that can overall improve your business functions. Maple CRM which is an easy and efficient CRM provides a tool for managing business. With its features that helps in effectively managing the business operations, it has proven to be a simple and useful CRM software for any industry. Maple includes:
- Customer Management
- Contact Management
- Activities and Schedules
- Follow ups and Calendar
- Email Campaign
- SMS facilities
- Dashboard and Reports
- Auto Reminders to email
- Lead Management
- Website query management
- Activity notes
- Product Catalogue
- Charts & Analysis etc
With major trends that has emerged in the industry, organizations are using technologies and tools to automate all the business processes.
CRM tool:- Tools like Maple CRM have automated the business functions that involves sales, marketing and customer service. With multiple features that could benefit the company in improving business, it has smoothen the complete customer cycle from sales to support.
Internet Technology:- With internet, the business life has changed the way of interacting, collaborating, sharing and performing actions and tasks. Internet has helped organizations and customers to interact easily and effectively.
Data Management:- Collection and accessing the data of the organization is the primary focus for any CRM. Maple helps in managing the business data and fetching it whenever required for sales forecast, marketing campaigns or for any business decisions.
With such technology trends and tools like Maple CRM, organization can completely change the operational method and improve the sales process effectively. This also improves the overall productivity and help organizations to make better decision making.