1. Remember everything. Your memory is fallible. Sure, you can probably remember a few of your most frequent customers, but what about those who only need your service once in a while? These are customers at high risk of slipping through the cracks, whose loyalty is not as strong as those customers who see you every week, and who would not think twice about replacing you with another provider.
It’s even more important when you have multiple people working with the same client, or when a customer is transferred between departments for more specialized service. If they have to try to go over everything that has happened in the past few days, weeks, or even months, they are already frustrated before a solution is even in sight. Evidence is clear that customers appreciate when companies show meticulous recount of their past transactions, regardless of whether they get the same representative.
2. Keep everyone on the same page. How many times have we all gotten transferred a few times and had to explain our troubles to representative after representative? By the time we get to someone who can help us, we are often so angry that we don’t feel like anything will help. With the right CRM software, you can avoid making a customer rehash something they have already explained one too many times, and cut right to finding a solution that will please them.
And CRM software isn’t just for big businesses with a lot of transfers. If you have a small business, this is for you, too. Customers get used to interacting with one or two people in a small business, but whether your usual customer expert is out sick or on holiday, or you expand and have to add extra hands on deck, CRM software makes sure that your customers experience no interruption in the quality service that they receive.
3. Know what you need to do. It’s more common than you think. You’re invested in finding a solution for a client, but it’s going to take time to find it, and you don’t want to keep putting them on hold. You promise to call them back, but while you’re assembling their perfect solution, something comes up. Suddenly, a week has passed and you told them you would call back the following day! Now you have an irate customer on your hands, or worse, you’ve lost their business altogether.
With CRM software, you can track who needs a callback, whose problems have already been resolved, and who needs something extra to keep them pleased with your services. Every time you interact with a customer, their status updates based on the resolution. It’s simple, but it saves a lot of stress for both you and your customers.
4. Learn from the past. From contact information, to past services or resolutions, to how many times a client has called this month, CRM software helps you keep track of every customer relation from the beginning. You’ll be able to see not only what has worked for them and what hasn’t, but what approaches have already been tried, and how effective they have been. Customers will sometimes call and want a past solution repeated, but perhaps they don’t know exactly what their last representative did. But you should!
You can use it to track metrics, too. From how many successful interactions you’ve had this week, to how many times a particular customer has had the same problem this month, metrics keep your business running smoothly, and help you find problem areas where important things are slipping through the cracks. Informed decisions for the future come from knowing what happened in the past, so having a running record of your business history is exceptionally important for success.
5. Plan for the future. While we’re on the subject of metrics, let’s talk about planning. When you’re keeping your data strewn everywhere from your documents folder to your email inbox to a notebook on your desk, it’s hard to get any real grasp on what the business you’re doing looks like. Sure, you create solutions as problems arise, but you could be preventing those very problems, mitigating potential damage to your business and even getting a few steps ahead of the competition!
Pattern recognition is an important cognitive ability for a successful business, but it’s hard to see the pattern when you’re scattered. CRM software resolves this by finding the patterns for you and showing them to you in the form of metrics. All of your statistics are right there, waiting for you to find the glitch in your system that is losing you time, money, or even customers.
6. Access your data from anywhere. If your business takes you away from the office often, relying on emails – or worse, paper records – is unreliable and frustrating for all parties. When a customer calls you when you’re on the road, the last thing they want is for you to have to spend half an hour on the phone with your receptionist, trying to explain where that piece of paper with the relevant notes is, or where you saved that spreadsheet to email to the client.
Being able to access your data from anywhere is just another important aspect of keeping your business running smoothly and seamlessly, allowing you to spend less time stressing and more time working.
7. Be organized, be efficient. Customers need to believe that they can trust you to handle their business with care and consideration, and if you don’t have your business organized, that trust is on the line. With everything from calendars to contact records to past interactions and more, CRM software helps keep your business running seamlessly, creating links between these diverse tools to save you valuable time and energy.
A good CRM software takes all the guess-work out of managing your customer relations, because it does the work for you, leaving you to focus on the important things.
For more information on this topic or to get answers to any questions you may have, feel free to contact us as our team of CRM experts is here to help.