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Article : 9 Warning Signs Your Company Needs CRM Software
No matter the size of your business, customer relationship management (CRM) is one of the most important areas you need to focus on to succeed. CRM software is an application that tracks and manages all of your company’s interactions with customers—both current and potential. Studies have shown that implementing CRM software can result in both increased sales and increased productivity.
Here are nine warning signs it’s time for your company to purchase CRM software.
1. You have multiple employees who interact directly with customers.
CRM software can save you time and money when dealing with customers, and it can reduce customer frustration as well. Your customers don’t want to waste time explaining their situations more than once. CRM software tracks all of your customer interactions in a central database, so multiple employees working on the same account can have access to the information. It’s a win-win situation: the customer only has to explain it once, and your employees can spend their time addressing the problem rather than asking the customer to repeat it.
2. Your company takes too long to respond to customer inquiries and complaints.
Taking too long to respond to customer inquiries and complaints is an excellent way to lose customers…and gain negative online reviews. CRM software not only tracks customer interactions, but also automates workflow and tracks employee performance so you can pinpoint where the customer service process may be breaking down.
3. You have high turnover in customer-facing positions.
High turnover is always costly for companies, especially in customer-facing positions. Interaction tracking can help you ensure continuity in your customer interactions, even when the members of the team change.
4. Your customer data are stored across applications and files.
CRM software keeps everything in one place, so you know that every time you open a customer’s file, you have all of the information you need.
5. You don’t have a system to prioritize customer requests.
Do you find that too many top-priority requests get shuffled to the back burner, while minor requests are being given undue importance? CRM software enables you to organize tasks according to their priority so that the most important ones get done.
6. You start every marketing campaign from scratch.
Too often, companies have to start from square one identifying target customers for new marketing campaigns. Using knowledge base software, you can generate relevant customer lists and contact details immediately, so you can launch your marketing campaigns sooner and with much less hassle.
7. It takes forever to get reports.
When you request a report, for example, to identify your most profitable customers or track what your sales team is doing, how long does it usually take before you receive it? In today’s fast-moving and highly competitive market, even a short delay can mean the information is already obsolete by the time you get it. CRM software puts this information at your fingertips.
8. Someone dropped the ball, but you don’t know where or when.
Have you found you are losing customers or sales and don’t know why? Or that your customers are not being contacted as often as they should be? CRM software can generate reports that you can use to identify exactly what is happening with your accounts…before it’s too late.
9. Your predictive models are not working as well as they should be.
Are your sales and cash flow numbers as expected, or are they falling short? Using CRM software, you can integrate customer history, sales history, sales projections, and other data to improve your forecasting and growth models.
If these warning signs look all too familiar, it may be time for you to invest in a CRM software application, so you can stop wasting time searching for information and spend more time analyzing and learning from it.
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Published: Monday, July 21, 2014