If you’re a small business owner, then you’re most likely aware of how important building effective customer relationships are towards reaching your goals.
However, as a business starts to take in more customers, it can become extremely difficult to maintain your high quality service without the proper technology and processes in place.
Therefore, in this article we’re going to break down seven of the most obvious signs that suggests you may need a (new) CRM / Automation technology in place to take your business to the next level.
If you answer yes to the following questions then you may need to get in touch with our friendly team so we can discuss the potential solutions to solve your pain points.
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#1 Do you lack visibility in your sales process?
For businesses to grow, it’s essential for you to fully understand the status, progress and output of your sales team at all times.
However, without a dedicated CRM software in place this can be hard or often extremely time consuming to achieve.
CRM improves your sales visibility by giving you a full access to information that will allow you to track, plan and make informed decisions regarding sales at every step of the customer journey.
While every sales agent starts to work of this single centralised system, this will give you the ability to see exactly how your team is performing and areas to improve upon.
Using CRM for your sales visibility gives:
- A clear 360-degree view and transparency when it comes to all interactions between your sellers and your prospects and customers
- An in-depth view for every step taken in that opportunity
- Accountability for each seller and their decisions
- The ability to drill down and focus on the most high value opportunities
#2 Are you struggling to stay on top of all the new incoming leads?
So, I’m sure we can all agree that relying on your email and smartphone address book for information on prospects or customers probably isn’t the most efficient way of running a sales campaign.
If so, you may have realised that this is extremely time consuming and difficult when it comes to finding the relevant information.
However, with a CRM in place, all of the relevant information tied to that deal will be clearly displayed within a single window in the system instead of spending hours searching through your inbox for that all important information.
Furthermore, this is a great benefit to your customers as you will be providing a much faster response time.
#3 Do you encounter data loss?
Generally speaking, the more you know about your customers, the better equip you are to provide a positive experience.
But what happens when your business experience a data loss?
Data being misplaced or lost will often have an immediate and negative impact on your business. Not to mention that nowadays lost data can lead to a series of legal actions against your business.
A CRM system helps mitigate this risk as all the necessary data is stored in a single secure database reducing the risk of data leaks or losses.
Furthermore, you can set strict access rights to specific users or teams so that only the relevant personnel can access sensitive information.
#4 Does it take too long to find the right information?
So, what happens when you find yourself on a tight deadline when closing a new deal and the information required is nowhere to be found?
A CRM system eliminates this risk with an organised knowledge base and documents section attached to each opportunity record.
A CRM helps your staff stay more organised and they will appreciate the following information becoming consolidated in one easy-to-access and secured location:
- Contact information (phone numbers, emails, website information etc.)
- Communication history
- Customer history (previous transactions, customer habits and preferences)
- Customer need and product information
- Registration and source
- & many more
#5 Is creating a consistently high quality customer experience hard?
A crucial aspect of running a successful business is ensuring your organisation can provide high quality customer experience every time.
If customer experience is hard to ensure due to business resources or an overcharged staff, CRM will help to elevate this stress with a structured sales process which shows each user the next step in the process for each opportunity.
This helps to ensure all sales are dealt with in the same way and that you can consistently provide a high quality customer experience.
In addition to making life easier for your team, introducing structured processes with CRM helps to improving:
- Consistency when it comes to customer experience
- Building customer loyalty and encouraging customers to return
- Building solid customer relationship with detailed feedback
- Reducing customer churn
- Easily integrate and train new sales staff
#6 Is reporting problematic and time consuming?
Without CRM, creating regular reports for sales or business performance can be extremely tough and time consuming.
Usually small businesses may rely on spreadsheets and this involves collating multiple spreadsheets into a master document in order to give a snapshot of your business at that moment time.
However, most modern-day CRM solutions have dynamic dashboard functionality that automatically updates showing the current status in real time.
For example, you can use dashboards to track the latest sales, invoices, top performing staff, available resources and many more. This helps to keep your organisation on the right track.
Creating dashboards and tracking goals can be done very easily. Let’s take a look at the dashboard below:
Within this dashboard we can see:
- A sales pipeline which gives a detailed overview of your companies funnel
- An exact number of sales closed every month
- The top five sales opportunities based on a weekly schedule
- An opportunity timeline to identify when the opportunities are generated
- An individual sales representatives’ pipeline
Learn more about the differences between CRM Excel in our comparison article.
#7 Are you finding it tricky to maintain important existing accounts while actively acquiring new clients?
A good number of small businesses rely on key long-term accounts to survive, but at the same time they need to get more new customers through the door for financial stability.
However, this can be a tricky for most businesses as it becomes a constant balancing act to maintain both sides of their sales efficiently.
CRM is great because it can help you keep track of key accounts while staying on top of all your new incoming opportunities. This allows you and the rest of your staff to stay organised and to maintain strong customer relationships with relevant decision makers.
With the help of a CRM system you can:
- Engage with relevancy while understanding customer needs
- Introduce new relationships on different levels of a key account
- Pick up where your colleague has left-off at any time