Marketing Guru Joe Polish often says “People don’t buy from you because they understand you, they buy from you because they feel understood.”
Businesses turn to CRM software to nurture customer relationships with more attention while they run the other aspects of the business. Equally important, CRM software can help them surface insights for better management decisions. When customer data is organized in a meaningful way, companies understand their customer buying behavior deeper, and essentially, their market better.
CRM solutions are available to accommodate businesses of every size and budget: from a small SaaS subscription-based model to large-scale enterprise installation. Companies both new and established will profit from using an appropriate CRM solution.
Depending on a company’s needs, a CRM could help facilitate the transfer of customer data to the cloud or include more sophisticated features to help teams collaborate with colleagues, communicate with customers, send personalized emails and gather insights from social media interactions.
Without a CRM system, most businesses handle customer connections and information using the old-fashioned staples: Excel spreadsheets, Google documents, email or even note cards and Rolodex. These tools work fine for some small businesses, but they offer little in terms of scalability and customer insight.
Solution: invest in a reliable CRM solution that is known for its security, like HubSpot, for which testimonials and customer satisfaction have proven its claim on reliability.
In this digital age, a strong internet connection is something that every individual must invest in. Now more than ever, businesses have understood the need for a digital platform and a strong internet connection is a successful digital platform’s foundation.
Use CRM solutions that offer astounding training support. Often, the reason for staff going back to old methods is due to familiarity of the old system. They need to build their confidence of using the new system through training and teaching them how to troubleshoot common issues.
Have a plan prepared before hand to understand what your company’s business processes are and what your customer’s behaviour is. Contact customer support to build a plan for your business before investing in a CRM solution.
No matter how large or small your business is, having all of your customer and business data in one place will undoubtedly make your life easier, and your business more efficient. But what constitutes a need over want?
You need a CRM system if…
1. You’re unable to keep up with the velocity of growth
If you’re in the fortunate position of having a flood of new business but are struggling to keep up with it, you may need CRM. An intelligent CRM system will quickly sort and prioritize your leads for your sales team to respond to them in a timely and efficient manner.
2. Your clients use multiple POCs
If your prospects and customers are talking to multiple points of contact within your organisation, it can be easy to lose track of what’s been communicated over the period of the sales cycle. A CRM system will provide a documented history of all your interactions with them, showing who has said what and when.
3. Your customer data is all over the place
Spreadsheets, email, and sticky notes may have worked just fine when you started your business. But now, those tools can severely limit your team’s visibility into customer interactions, as well as your ability to make informed decisions quickly. A CRM system will give your entire organization a single, central source of easily accessible data.
4. Its hard to keep track of your sales team’s daily activities
Whether they are in the office or on the road, it’s essential to know what your sales team is doing and how they are performing. A powerful CRM allows team members to update details from their mobile devices, so information is instantly available for you to see.
5. Your teams are not always on the same page
Emails tend to be the powerhouse of a business’s communication, but there is a degree of separation between emails and back-end systems, and even more separation between individual email accounts. Most CRM systems provide native integrations with popular email service providers such as Gmail and Outlook.
6. You are losing customers, and your customer service is the culprit
Getting customers is tough enough as it is. Losing them to subpar service is especially painful because A) You can always give better service, B) It can spread like wildfire to your prospective clients. If you find that your customer service team spends more time reacting to customer complaints than proactively anticipating customer needs, it might be time to invest in a CRM system.
7. You have valuable, long-term accounts you need to manage
Keep your best, high value clients happy. A CRM system can automatically remind you of milestones and important events for your most valuable customers, so you can easily send out timely communications and assure them their business is appreciated
8. Your reporting process takes too much time
If your salespeople are manually entering data to produce reports, they are spending less time doing what they should be doing: selling. CRM systems can keep all your data in one easy-to-access place, making up-to-the-minute reporting and accurate analysis a breeze.
9. You need your work to go with you
New generation CRM are omnipotent; portable and always accessible. Most of them offer cloud-hosted versions, which means you can access the system from anywhere. Mobile agents and executives can take advantage of this when working in the field from native mobile apps. Since this reduces the number of data entry points, it greatly reduces errors and future service mistakes.
While the pros and cons of a CRM are clear and apply to all businesses, the type of CRM that fits your business needs requires further research. Some factors to consider are:
With the benefits clearly outweighing the disadvantages, we can safely answer that, yes, most businesses, possibly including yours, need a CRM software. But should you wait until your customer base is large enough to merit a centralized system? Or should you buy the system proactively, to support and facilitate growth? The answer may vary based on timing, budget, and the type of relationships you are building. But the truth is, if you are a customer-facing business, a CRM is a crucial investment, and it’s never too early to make it.
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