If you’ve tested the waters and added your customer data to a basic CRM template, next thing is, what do you with this database?
So, what do you want to achieve from your CRM?
- Better communication with customers?
- Turning leads into sales?
- Cutting down on manual admin tasks?
Write a list of your current customer relationship roadblocks, what problems you want your CRM platform to solve, and what quantifiable goals you’d like to hit.
1. Personalise your communications.
CRM software helps make it easier to see your customers as people rather than numbers. Customer-specific notes and user insights allow you to personalise your messaging and adjust your marketing strategies to increase relevance.
If you’ve thoroughly populated your CRM template, you can review your customers’ purchase histories to create targeted special offers based on each customer’s preferences and behaviours.
- Reward your highest-value customers.
With insights into customer spend at an individual level, you can provide incentives such as discounts or special offers to your most profitable customers to encourage loyalty. You can also leverage these customers for cross-selling opportunities to increase individual customer value.
What happens next?
If you’ve populated your CRM template with all your customer data and you like the idea of having all this info in the one place, you’ll soon want to start using this to your advantage. Here’s what to look for when you’re ready to import your template into a CRM platform:
1. Have clear goals.
It’s critical to understand your business’ needs and goals before evaluating the options out there. This way you’ll be on the lookout for a CRM system that covers off all your needs – as not all CRM systems do the same thing. Some only allow for email marketing, while others are comprehensive but complicated.
2. Choose a CRM platform that makes life easier, not harder.
One of the huge benefits of having a CRM platform is the ability to automate repetitive tasks and cut down on manual admin. Make sure that the system you choose has the capability to do this.
3. Make it customisable and scalable.
It’s critical to think long-term and understand not only what’s needed today, but also what you’ll need months or even years down the track. With that in mind, look for a CRM platform that can be tailored to meet your growing needs, such as pricing tiers or optional feature add-ons.
4. Keep it local.
Choosing a CRM company that offers local support can make this process much smoother.
5. Offer training and support.
When rolling out a CRM platform to your team, it’s important to provide training on the ins and outs of the system and offer ongoing support in this new way of working. You want this to be a long term way to manage customer interactions so it’s essential your team is on board and knows how to use the system.
6. Stay on top of customer bookings.
Scheduling features in CRM software are useful for organising and staying on top of appointments and meetings. This allows you to include day to day admin, such as booking confirmations and reminders in your CRM system, so you have a clear view of all your customer interactions. Not all CRM platforms allows for this, so it’s definitely something to consider.
Want more details on what makes a good CRM for small business?
Our free eBook on CRM for small business has plenty of hints and practical advice on what to look out for.