What is a CRM?
Customer Relationship Management (CRM) covers all parts of the client travel, from the main click through to consumer loyalty studies to the client misfortune investigation. Customer Relationship Management is a strategy for managing all your company’s relationships and interactions with your customers and potential customers. It helps you improve your profitability. It will help you manage your data, run your marketing campaigns, streamline your sales processes, help prevent you losing customers to your competition and avoid missing out on new opportunities. Makes it easier for your salespeople to sell, improve customer service and a whole range of business processes in between.
DO’s of a CRM
- DO allocate internal resources and schedule staff time specifically dedicated to your CRM project.
- DO set aside opportunity to pick the correct business accomplice. Ensure they are experienced: check their references, specialized accreditations and request case studies of past work. Most importantly, they ought to show an unmistakable comprehension of your business necessities and have the capacity to make an interpretation of these to business benefits.
- DO embrace and work towards a CRM project management methodology. You have to ensure that projects are managed seamlessly from the initial contact, through development, to handover and beyond to ongoing system support.
- DO get buy-in from your staff. Ensure that staff clearly see the advantages, have given information, comprehend the framework and are prepared to utilize it legitimately.
- DO pick a business accomplice that gives a full scope of administrations, has in excess of one CRM programming alternative, and can show their capacity to actualize your CRM system rapidly, with minimal disruption to your business.
- DO survey the system on a regular basis. As your business changes, so will your CRM framework. Frequently audit its usefulness from a procedure, client and technical perspective
DON’Ts of a CRM
- DON’T see CRM as just software. Even for small implementations a CRM project is a strategic shift involving staff, processes and procedures.
- DON’T devise an unpredictable sales funnel and customer relationship program that will never be completed – be realistic!
- DON’T promise to send a client newsletter every month – you will presumably not find enough good news to put in it, and your clients will not want to read it. Contact your customers just when you have something critical and intriguing to let them know. Their time is as valuable as yours.
- DON’T use complicated subject lines and fancy graphics if you want your email to be opened and read. Bulk emails are tagged as ‘promotions’ by Google and filtered out by other email systems.
- DON’T forget to update your documentation, processes and procedures to reflect changes when you alter, update or change your CRM system.
- DON’T stop communicating! The most common cause of failure of CRM projects is said to be poor communication. This incorporates internal communications, for example between IT, project managers and end users, as well as between business partners and client companies.