7 Signs on why do you need a CRM system right now
Building and maintaining quality relationships with your customers.
It might not be a problem yet if you have a local store and know exactly who are you dealing with or if you don’t get more than a couple of leads a week and an excel sheet is enough for you to keep track of your business.
In the beginning, majority of companies have the details about their customers (who they are, their purchase history, their previous contacts with the customer support team and eventual issues) in several different places: in the CEO’s head, in the sales team email boxes, company hard drives, several excel sheets and sometimes even sticky notes.
According to various surveys, 40% of salespeople use informal means such as Microsoft Excel or Outlook to store its lead and customer data.
But as the business expands and you have more customers, having one central place where you can store all critical data becomes a pressing matter.
If your sales reps don’t have any idea who are their customers, what do they like and what they don’t and how should they make them into loyal customers, you are in for trouble.
Whenever your customers feel like you don’t have any control over your company and that your sales reps are not prepared to help them (because they have to talk with a completely different person than the customer spoke to yesterday, explain their issue once again and go through the same solution again), they will get upset and leave.
Why do customers leave?
Majority of customers don’t leave because of company mistakes (though that too) but because of the company indifference to them – if the company doesn’t bother with them, why should the customers bother?
But how can your team focus on the customers if they have so much work every day? According to a survey, they spend 21% of their day writing emails, 17% entering data, another 17% prospecting and researching leads, 12% going to internal meetings, and 12% scheduling calls
Wouldn’t it be much better for you and your company if you could leave all those daily, time-consuming tasks for a machine?
And save money this way too?
Yes, there’s a way to do this – using a CRM system.
A CRM system is a tool that is designed to help you turn your company from chaos to well-oiled machine.
With one place to safely gather, organize and store all the details about your customers, it’s much easier for your team to deliver an excellent customer support service and for you to grow your business.
What is a CRM system?
A CRM system (Customer Relationship Management system) is a valuable tool used by the sales team to keep track of your leads and customers.
It gathers and then stores information such as email addresses, customers name, phone number, purchase history while also helps with converting new leads into customers.
For example by lead segmentation and scoring – meaning checking which leads are most likely to convert, which need more persuading and which are unlikely.
And yet 22% of Salespeople don’t even know what a CRM is and what does it do!
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What CRM can do for me?
- Automatically create new deals according to rules set by you and then scheduling nurturing activities for the sales reps.
- Store and organize all the data about companies you deal with, customers, stakeholders, sales processes and more. All data is safely stored and prepared for further use.
- Keep a separate profile for each business deal with everything related to it (emails, chat messages, notes, stakeholders, scheduled activities) on a single timeline.
- Have analytics features with customizable dashboards: you can ask for statistics on a number of emails sent, activities done and deals processed by each representative.
- Let you manage your pipelines & sales in a more straightforward, smarter, more efficient way.
But the main thing a CRM tool can help you with is saving a lot of your and your sales team valuable time. Look at the situations below, does any of it sound familiar to you? If yes, it means you need a CRM tool!
7 Signs you need a CRM tool
- You have no clear way to see how their sales team is dealing with leads.
- To get any insight, you have to go around asking every single sales rep what are they doing and what results do they have.
- To save the data contacts in a specific format, you have to create at least three different versions of the database, each in a different format.
- You keep crucial data on computer hard drive, on email account or in a random document file (and in case the computer with the necessary data is in repair, you have no way of accessing it).
- You have to manually share information between their team (and it often happens that either someone didn’t get the information or got the info completely wrong).
- You’ve sent at least once the wrong information to the wrong person.
- Does any of those situations ring a bell to you? If your sales reps were complaining about any of those issues earlier or if you noticed you are continuously running short of time because of wasting time on adding data or checking on your sales team, it’s high time for you to get a good CRM system.
Not convinced? Here are additional stats on CRM importance:
- It can increase revenue by a whopping 41% according to sales teams.
- CRM system adoption increases sales by up to 29%.
- The average ROI for a CRM system is $5.60 for every dollar spent.
- 74% of CRM users said their CRM system offered improved access to customer data.
- 53% of top-performing companies are investing in CRM to drive sales productivity.
- Sales reps saw productivity increase by 26.4% upon adding social networking and mobile access to CRM application.
What are other benefits of having a CRM tool?
As you already know very well, collecting and organizing customers data is a never-ending job and one that isn’t very forgiving of mistakes too. And it unfortunately only takes a mere second to make a mistake that will later turn out to be very costly for you and your company.
Why wait for a disaster to happen?
If you feel overwhelmed by the sheer number of data on your customers or if your sales team complains about being overworked, investing in a high-quality CRM tool is a must!
Other CRM Features
CRM tools offer many valuable features that will help you understand your client and your own business:
- All interactions with your customers are recorded and then safely stored inside the CRM database, with every team member having immediate access to it. The CRM system also can create analytical data based on the interactions and present it in a clear way to you. No need to ask every single sales rep how are they doing, you have all the data you need on your dashboard!
- By having all the analytical data and statistical data on your dash, you can quickly notice in what helps you in gaining new customers and what actions leave a room for improvement.
- Every member of your sales team has access to the database with data on your new and existing customers. Even if they didn’t talk with the customer earlier, they could quickly look up with what issue the customer was calling earlier and what is his experience with the company. The more you know your customers, the more your clients know you care about them.
- With a CRM system, you can automate lead tracking, scoring and nurturing. Not only your save your team members valuable time, but you will also have comparable results since the scoring and nurturing isn’t done on „gut feeling” anymore.
- You can save the contact list quickly and efficiently, without using several tools or several copies of the same file.
Sounds great! Are there any problems with CRM tools though?
Yes, there is a couple of problems you can run into while picking or using a CRM tool.
If you choose a system not suitable for your company (because you bought an enterprise level system while your company is a small one or because you bought a system that does not offer the features you need), a CRM tool will be more of a hindrance than of a helper.
That’s why before buying any CRM tool, you should discuss with your team: what do you expect from a CRM system, what features do you need, how many people would use it and how much you can pay for the system without straining your budget.
Be wary of…
There is also a couple of other things you should be wary of while using a CRM tool:
- CRM system can’t be “set it and forget it.” All it takes is one second of delay or unexpected error for everything to go awry. There must be a person that controls the CRM system, maintains the data inside it and reacts in case something goes wrong
- This tool can’t recognize itself that the data it has is faulty and can give incorrect suggestions or execute the wrong command based on it. Again, there must be a knowledgeable person behind the system who can spot and correct the false data inside the system.
- CRM is not a magic wand that gives you successful deals one after another. It can give you more opportunities, but it’s ultimately up to salespeople to close the deals. If someone buys a CRM system thinking it will guarantee 100% more sales effortlessly, he’s in for a huge disappointment (and if someone tells you a CRM can do that, he’s lying).
- If you don’t use a CRM to its full potential, you end up wasting money. Think before picking a system how many features will you use and what kind of a system do you need. What’s the point in buying an enterprise-level CRM tool if you are a small company and won’t know how to use a majority of the sophisticated functions?
A right CRM tool in the right hands can give your company a huge boost! Are you ready to improve your business by using a CRM tool?
Do you know of any other reasons why companies need a CRM tool? Leave us a comment! You can also test for free our CRM tool. No credit card required. https://app.userengage.com/register/