Yet, at Net@Work of our 1,000's of customers only 100's use a real CRM software system. This is rapidly changing. In the last month we have started or revived over 20 new CRM projects and there are scores more in the pipeline. You may wonder why.
Business owners are rapidly recognizing what the true CRM advocates have known for a long time. A good CRM system is essential to business success. In today's business world business owners must manage, cherish and nurture their customers like never before.
The point is that every business has some kind of CRM system, you have to manage your customers some how right? It is just that the system is in peoples, heads, their Outlook, on Post-It Notes, in the accounting system, etc. etc.
Sound familiar? Want to know more about CRM?
Customer Relationship Management (CRM) is a state of mind, an approach to doing business and the system you use to achieve it. Back in the day, CRM was natural; your local merchant knew you and your preferences. It was easy. Today, in a global economy, even small businesses have hundreds, thousands of customers. It’s another story. You need powerful tools to help you keep track of all the important information.
How many times have you heard, "Successful business is all about relationships?" We all know it is true, right? Of, course it is. But how do you get it done?
Customer Relationship Management (CRM) software is a tool designed to help you keep track of all the information that surrounds the people you do business with — your customers, prospects, and vendors. Picture a sophisticated database that enables you to record, track, and easily access everything you need to know in order to deliver excellent service and develop lasting relationships.
In the words of CRM Magazine:
"CRM, or Customer Relationship Management, is a company-wide business strategy designed
to reduce costs and increase profitability by solidifying customer loyalty. True CRM brings together information from all data sources within an organization (and where appropriate,
from outside the organization) to give one, holistic view of each customer in real time.
This allows customer-facing employees in such areas as sales, customer support, and
marketing to make quick yet informed decisions on everything from cross-selling and
up-selling opportunities to target marketing strategies to competitive positioning tactics."
Wow, that’s a mouthful. But sounds good right.
CRM Software comes in all shapes and sizes
Microsoft Outlook, which practically everyone already owns, can serve as a simple CRM tool. ACT! by Sage is often the next step up and gets closer to a true CRM system. Available online, Salesforce.com is a popular solution, but is geared primarily for those in sales. Sage CRM, which is available online or in a PC based version, is true CRM software. There are many other CRM software solutions on the market.
Could your business benefit from a CRM?
Every business, large or small needs some type of CRM. Can it be in your head, on slips of paper, or in Microsoft Outlook? Perhaps. Or do you need something better?
The first question to ask is this — does your customer information need to be shared among two or more members of your organization?
Should you and your team be able to instantly access key contact and customer information, and track all contact-related communications so you can grow more productive business relationships?
Do you need a common calendar for your company to help schedule and coordinate activities? This can help you save time and money and be more focused on your customers..
If the answer is yes to any of these questions, then CRM software should be in your future.
What does a CRM cost?
The cost of the software itself is reasonable. For example, a five-user version of ACT! runs less than $500, SAGE CRM can be had in the on-line version for just $ 64.00 a month per user.
Learning and implementing your new system is the where the real cost comes in. Be prepared to invest much time, and perhaps significant additional dollars for configuration, training and customization.
However, this investment can make your business a powerful customer relationships building machine.
Is it worth it?
When using the right CRM, studies show you can achieve these results:
Revenue increases of up to 41% per salesperson
Length of sales cycles decreased by over 24%
Lead conversion rate improvements of over 300%
Customer retention improvements of 27%
Decreased sales and marketing costs of 23%
Improved profit margins of over 10%
But this doesn’t really answer the big question, "Is CRM right for you?" For that, a conversation with a CRM specialist is in order.
Read More Here: Practical CRM
Net@Work CRM
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