Consumer relations experts suggest that bad customer service costs companies a collective $62 billion a year.
Managing your customer relations, even when they’re all good, is an expensive and resource heavy affair. This drag on your time and money stresses the importance of CRM.
No matter what industry you’re in, your customers have a need to feel special. Whether they’re buying luxury goods, industrial equipment, or office supplies, people want to feel good about the company they’re giving money to.
The best way to make them feel good is to make sure you have a good relationship with them. Customer relationship management is important for keeping the customers you worked hard to get.
Here are 8 situations that stress the importance of CRM.
1. Not Everyone Is Good at Sharing
You need to have a central location where you can look at the data that everyone on your team has collected. People go on vacation, leave companies, or get fired. You don’t want your customer relationships to suffer because of personnel or staff changes.
If everyone is using a different system, you’ll have to spend a lot of time gathering the information everyone has collected and converted it to a common file type. If this doesn’t stress the importance of a CRM, it’s hard to know what will.
Asking around for who talked to which client last is a waste of your time. Use a CRM system instead.
2. A Search System Takes Time to Set Up
Unless you’ve taken the time to come up with a common language and system on your own, searching through data could be a pain. A CRM system will be easily searchable.
You don’t have time to waste on searching through spottily kept records. Find content when you need it, rather than digging through files for hours. A strong CRM system will do the work for you.
3. Not Every Team Knows How to Organize
In addition to the problems with searching, sorting and filtering is another type of system that requires planning and resources. Knowing which information to filter and how to filter it could take years of trial and error.
CRMs specialize in these kinds of efforts and will allow you to figure out which clients use which products. You won’t be trying to sell or resupply a customer with something they don’t use or something they just ordered.
4. The Future Is in Mobility
Dispersed or remote team members are the current model under which companies are operating.
Being able to get the best talent from all over the globe will make your business soar. The importance of CRM is in how your employees can access customer relationships wherever they are.
You can’t predict the future, but you can make sure your system is future-proof.
5. Bandwidth Is Always Limited
Your team members can only handle so many clients at one time if they’ve got to manually manage them. The importance of CRM lies in the ability to take on a wider share of clients because they’re easy to manage.
You can keep track of your sales process and ensure that your team can move efficiently. Rather than giving customers a different level of service because of fatigue, you can scale each relationship to pack more into a day.
6. Reports Are Annoying to Make
With a great CRM system, you’ll be able to be plugging in data that gets centralized and is ready to be compiled into a report at a moment’s notice.
Without a CRM, you’ll have to make a lot of guesses and trust your gut regarding what services people need from your company. You’ll have to rely on your own memory to know which services customers like the most from your company.
Your CRM can let you know which customers are the most profitable at the push of a button. You’ll get to know which customer issues take up the most time so that you can always be streamlining your system. You’ll be shocked to see how informed every member of your team becomes after just a few weeks with this system.
You know the pain of going through charts and organizing stats from separate emails and spreadsheets. With a great CRM tool, you’ll be able to generate graphs with the push of a button.
7. You’re a Control Freak
The importance of CRM lies in how you’re able to juggle all of your customer information.
At the end of the day, knowledge is power and the more knowledge you have about your customers, the better you can serve them. If you have downtime, you can sort with the click of a button and see who you haven’t spoken to in awhile and check in with them.
You can also leave your team to do what they do best. Your CRM allows you to lay off your employees and see what’s going on without needing them to be constantly checking in. If you’ve just introduced a new way of doing things, use your CRM to see what’s going on with it.
8. You Can’t Know Every Customer Well
If you’re constantly looking at a full picture of your customer’s relationship with your company whenever you reach out, it can be like checking in with an old friend. If someone on your team is missing, you can still adequately serve a loyal customer knowing what they respond to.
Having all the information in one place means you can pick it up any day, anytime, and get hustling.
The Importance of CRM Is a Deep Connection
In order to serve your customers well, you need to have access to their information whenever they need you.
You don’t want a customer calling up and not be able to recall anything about them. It makes them feel unimportant and could lead them to go with any of your competitors.
If you’re interested in setting up a CRM for your team, contact us for tips on how to get started.