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A successful sales process -- a systematic approach to track interaction with your prospects from their first point of contact through to the closing of a sale -- can generate bigger sales for your brand. Incomplete, inaccurate prospect and client data prevents your sales teams from nurturing prospects and connecting with clients. Customer Relations Management software can revolutionize your sales process by making it easier to negotiate with prospects and understand a buyer's process.
A large 2.5 quintillion bytes of data is produced every day, and 95 percent of the world's data is stored in a digital format. Your sales executive team need to go through reams of this data to monitor leads and qualify prospects. A Customer Relations Management system has a number of advantages over spreadsheet data entry: Reduced time for data entry, easy follow-ups with your customers and prospects, preventing data loss. Because CRM provides complete work flow automation, your sales teams spend less time typing, updating data and finding the information they need to close a sale.
With a Customer Relations Management system, data entry is no longer a time consuming process. Some systems let your sellers add customer details without having to enter a full address, or add social media pages for clients automatically.
With Customer Relations Management software your organization will have accurate data in place therefore it will result in shorter sales processes and accurate customer insights. Spreadsheet software is inaccurate and requires manual input, which could lead to data that is fraught with errors and inaccuracies. Programs like Excel make it difficult to review, understand and share data, something that could impact your sales process; however, when you incorporate a CRM system into your organization, your sales staff can access specific data about your targets, allowing them to move customers through the sales cycle.
Understanding and interpreting client data is crucial if you want to boost leads and communicate with prospects. More brands now realize the importance of client value -- 86 percent of marketers say their understanding of customers is increasing over time -- and having data in one place can facilitate accurate customer insights. According to CRM search, CRM should limit data entry to only the most necessary information, allow users to enter information using their keyboards and hot keys and be easy to navigate.
Lead generation is one of the most important components of any sales. This initial stage of the sales cycle -- before you qualify leads and convince prospects to sign up for your trial or purchase your product -- can be long and laborious.
CRM, however, lets you connect with high-value, good-quality leads and drive business growth. By using real-time data, your marketing teams can create personalized campaigns that enable customers to emotionally connect with your brand. For example, they can produce marketing material based on a target's likes, interests or purchasing habits.
Using CRM to improve your lead generation strategies can work wonders. Eighty-four percent of brands said CRM was "beneficial" when determining the quality of leads, while 45 percent of companies use CRM software to store lead data.
CRM shows no signs of slowing down. According to Gartner Research, the industry will be worth approximately $36 billion in 2017. If you want to simplify the sales process, CRM is a useful and powerful tool in your arsenal. This software automates data entry, provides you with accurate customer insights and generates better-quality leads.
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Selling is the art of dealing with people and must have high standards. Those standards should be created and followed consistently during the full sales cycle. A consistent sales process provides the company best practices in sales. When management evaluates the performance of the sales professionals, they will have that opinion based on the set of rules created for the companies’ sales cycle.
Customer Relations Management System has an important role in setting and implementing a sales process. CRM will help design an effective process. Your sales team can implement it consistently. Sales managers can track the sales efforts of all employees in sales department.
Sales management should establish metrics to judge the performance of the sales professionals. Some of the most common metrics are reach, leads generated, revenue pipeline, revenue.
Increase in revenue is a fundamental metric, but it's a fairly crude one. It represents the outcome of the total sales process. You need a set of metrics that will give you a finer insight into your sales process.
A good metric is easy to measure, relevant and definite. Easy to measure metrics should be quantitative, and preferably expressed in firm numbers. Vague metrics are almost as bad as no metrics at all. Irrelevant metrics can actually do damage. Sales professionals will try to maximize their performance on these metrics. If the metrics are not going to change the success of the sales team, then business may be wasting their time and money.
Be wary of metrics that measure inputs, such as the number of calls made, rather than results. Substituting effort for accomplishment gives a distorted picture of the sales process.
Customer Relations Management System provides lots of relevant and valuable information that helps you set up correct marketing and sales metrics. Once the metrics are chosen, the next step is designing your sales process.
A Sales process is designed to keep the focus on the results rather than focusing on the not important steps. Every sub-stage should contribute directly to the sales process and leave your sales team with the maximum amount of control on how to accomplish that sub-stage.
In creating the sales process apply some of the ideas from top performing sales employees, know your competitors ‘tactics and styles and the industry in general and work them into your company’s sales process. In finding best practices it's important to separate personal idiosyncrasies from general tactics. All sales people, especially the really good ones, develop a unique style that grows out of their personalities. Some of what they do will be genuine best practices that can be used by others. But part of it will be a natural outgrowth of their personalities and won't translate to other members of your sales force.
Following up with a prospect at certain stages of the sales process is an example of something that can transfer as a best practice.
Finally, once you've codified your sales process follow up and make sure it is applied consistently. Make sure everyone understands that this is the way to conduct sales at your company and don't allow significant deviation. You may well find you'll have to adjust the process as you go along. That's fine. Just make sure you make any changes consistently and for the right reasons.
Customer relationship management (CRM) issues can often be traced to ineffective business processes that involve human communication. Companies can overcome the limitations inherent in those marketing, sales, and service processes by pursuing communication-enabled business processes (CEBPs) -- processes enabled by communication systems that are tightly integrated with business applications. With CEBP, firms can reduce latency, enhance the ability to locate people with the right skills, provide recording of and visibility into interactions, and better enable end-to-end processes involving employees, customers, suppliers, and partners.
CEBP yields the most value in contact-intensive situations where service requests are complex. In particular, when business requirements call for a high volume of interpersonal interactions, when customers demand service through multiple contact channels, and where there are globally distributed resources, CEBP can bring the greatest benefits. When CEBP is well-deployed for CRM and other processes, it results in simplified interactions for a firm and its customers, faster response times, greater accuracy, a breaking down of organizational silos, and a better social context for communication.
Here's a story: at first, the chief marketing officer (CMO) of a global consumer electronics firm was quite pleased -- management was finally shifting from a technology focus to a marketing focus to enhance differentiation. But in the rush to initiate new programs, there was little time to carefully revamp customer relationship management-based marketing processes. Telemarketing staff across a dozen locations worldwide handled new campaign materials -- including call lists and scripts -- using paper, spreadsheets, and e-mail. Sales leads resulting from the campaigns were simply distributed by e-mail, and related call information wasn't recorded.
Improving processes involving human communication -- different industries with common issues
The CMO in the consumer electronics firm and the VP of sales in the telecommunications company -- and, in fact, executives in every industry -- are facing CRM issues that can be traced to a common source: ineffective business processes involving human communication.
Performance problems are particularly acute in complex, global organizations in which knowledge and responsibility are widely distributed and staffers are highly mobile. Difficulties with processes persist because of latency in accomplishing tasks, inability to locate the right skills to address an issue, and delayed execution of transactions in business applications. As a result of these human communication issues, companies are adversely affected by:
Outdated customer data, which can result in cold leads and inappropriate communication with customers
- An inability to control events in real time, such as marketing campaign execution, call center staffing levels, and sales force assignments
- Limited insights into the root causes of high or low performance by employees, including sales staff and customer service agents
By pursuing CEBPs, companies can overcome the limitations inherent in business processes involving human communication.
Firms can create value by:
- Substantially reducing latency
- Enhancing the ability to locate people with the right skills
- Providing recording of and visibility into interactions
- Better enabling end-to-end processes involving employees, customers, suppliers, and partners
With software-based applications increasingly replacing hardware-based communication systems -- such as private branch exchanges (PBXs) -- firms can more flexibly connect mobile and geographically distributed workforces that use a range of communication devices and methods, such as desktop phones, soft phones on a PC, mobile phones and PDAs, e-mails, short message service (SMS), instant messages, and Web contacts. Figure 1 below illustrates the move from isolated
communication system silos to software-based integrated communication and business process applications in which counterpart systems can readily exchange information.
Firms can also provide new platforms for process innovation (for example, using technology to automatically trigger responses to events and to route calls based on customer value), therby transforming company operations and favorably shifting the perception of company stakeholders. In short, by better sensing and responding to changes in the business environment, companies can substantially improve their agility.
There are Customer
Relations Management features that sales management loves, and there are
features that your sales management team appreciate.
Sales management team benefits most from lead tracking and
effort activity monitoring; keeping the focus on the pulse of the sales
pipeline is the key. Sales employees have a slightly different perspective.
The important part of Customer Relations Management features
for sales people is that how CRM can make them faster, better and smarter so I
can get more clients with less work.
Your organizations sales representatives may end up spending
too much time googling prospects, organizations and entering data in Customer
Relations Management System. Some sales people may spend sixty percent of their
time doing non-sales activities.
While there are many important CRM characteristics, here are
five that are particularly important for the actual agent closing a sale.
Among the Customer Relations Management features that help
sales reps get more sales with less effort is automation.
Automating all of the daily routine marketing activities
allows the Customer Relations Management system to work for you, freeing up
time to focus on more strategic activities. It enhances the processes, saves
time, effort and money and lets you focus on the most valuable asset of your
organization—your customers. A Customer Relations Management system without
robust automation cannot be called a sales-friendly CRM.
Automation is a key component to managing customer contacts and
the prospects information and conversations required by modern sales professionals.
The salespeople need sales intelligence automation to enrich leads with people
and company insights. Your sales team knows how and who to reach out to. Then
they need some type of templated email tracking system to help them automate
the process of reaching out and tracking responses.
Intelligent automation will help sales employees bring context
requires good analytics integrated into Customer Relations Management software.
Consumer behaviour has changed significantly due to
professional networks, social media and easy access to product and company information.
The only way sales professionals can meet these new trends is to have a system
that can gather information about the buyer and provide intelligent insights in
what needs to be done to sell to them.
A Customer Relations Management system will help sales teams
sell effectively is one that knows how to collect customer data and provide
insights for your business without much in the way of manual intervention.
In order to make the sales process easier is guiding agents
in the right direction and reducing wasted effort. A good sales-oriented Customer
Relations Management system will guide sales professionals through an
organization’s sales process and recommend the right and qualified prospects to
pursue and the recommended next steps.
The process will guide a user through the necessary steps to
achieve desired result, freeing a sales representative time for more gainful activities.
Helping sales team refresh on the details of a prospective
sale is one of the critical functions of Customer Relations Management software.
Data and communications need to be pulled together in one view to avoid sales
people having to search different sections of the CRM system to find different
pieces of information. The system should be easy for sales people to use.
Pipeline management should be easily accessible. A good Customer
Relations will remind your sales people where they are in the process of a
sale, their progress toward giving proposals and keep the documentation in CRM
software. Ideally this pipeline management will be visual.
They should be able to see at a glance where each
opportunity is in the pipeline, what the value of their pipeline is, and what actions
need to be taken to move opportunities forward.
CRM is not just useful for sales management but also your
organization needs CRM in marketing and customer service department.
For many companies sales is both at the core of business and
at the center of their Customer Relations Management system. A CRM system will
help sales agents make more sales.
CRM systems are the lifeblood of sales organizations today and marketing automation is increasingly used to deliver value to marketing teams. Still, as both departments reap the benefits of automation and analytics insight, greater value can be achieved if they both work together to use the information CRM provides to better fine-tune their processes and optimally support one another’s work. Here are four ways your sales and marketing teams can get on the same page, and then get to the next level using CRM insights.
If marketing and sales are living in separate systems, there’s a good chance that neither side has a complete or accurate view of the lead-conversion process or, on a more granular level, the individual transactions related to a particular lead. By integrating your CRM system with your marketing automation platform, you can provide both sides with the real-time intelligence they need to qualify better leads and close more sales. If marketing has access to CRM social monitoring, its teams can gain valuable insight into real-time dynamics that will shape future campaigns, special offers, and discounts. On a broader scale, both sales and marketing can jointly track their progress on key metrics throughout the month, proactively responding and collaborating as necessary if certain indicators are below where they should be.
If marketing has access to key sales data and vice versa, both sides can provide the personalized, informed service that they need to do their jobs most effectively. Today’s customers expect to have seamless, meaningful interactions with their brands of choice no matter what business unit they happen to engage with. Any sales rep will want to be fully armed with as much information on an incoming lead before engaging with that lead; now, he or she can initiate that conversation knowing that the lead has already attended a webinar, chatted with the business on social media, downloaded several white papers, and phoned in to ask some preliminary questions. All that intelligence will be there for review on demand.
If the marketing team is firing on all cylinders with a fully tuned marketing automation system, it may be delivering large batches of new leads to salespeople, who need them to be at a certain stage before beginning their work. In other words, what marketing considers a fully qualified lead may not be the same as what sales considers a fully qualified lead. By providing marketing with access to key reporting on sales trends in the CRM system, both teams can gain insight into which types of leads tend to convert most often and, in the process, refine the lead scoring process so that it hums more efficiently between the two departments.
All this can happen dynamically, as well: when salespeople close a lead, they can flag it as such in the CRM system. Then, if that system is integrated with the marketing automation software, marketing can go in and analyze the conversion path, gleaning a better understanding of what marketing activities led to the sale. Marketing can fine-tune its strategy, delivering more sophisticated campaigns and better-qualified leads for future sales.
Some businesses are not just integrating their CRM and marketing automation systems, and then encouraging their sales and marketing teams to collaborate; they’re taking the next step of hiring a sales-enablement manager to assume responsibility for more effective ongoing collaboration between the two units. This type of liaison, using data provided by both systems, can intelligently guide the sales team in which materials, marketing collateral, or other resources will be most effective in servicing leads, thereby improving the prospects of closing deals. In turn, the sales-enablement manager can assist the marketing side in optimizing its processes to support sales goals and needs.
As you’ve seen, improving collaboration between marketing and sales is a continual process that relies not only on effective data integration and management but also dedicated partnerships within the business. Are you working on synchronizing your two teams’ efforts for better efficiency using CRM insights? If so, what challenges and opportunities have you identified so far? Feel free to share your perspective in the comments section below.
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Every entrepreneur wants to his organization grow from a small business to an exciting profitable company that can hold its own in today's fast-paced, competitive marketplace. All successful businesses that have achieved that level of success are fully aware of the importance of building rapport with their clients. Every company wants to get new profitable customers and keep the ones they already have. In today’s business environment this can only be attained if you know what your customers’ needs and preferences are. This is where CRM software can help your organization achieve. This technology is enabling lots of organizations to build better relationships with their clients, resulting in higher satisfaction rates and customer loyalty, and thereby generating more sales.
Customer Relations Management software is a sophisticated technology consisting of a range of applications that make the selling process easier and smooth. It provides centralization of all your customer data that makes accessing this information quick and simple for both managers and employees.
Customer Relations Management software improves customer experience because it is designed to enhance a consumer's purchasing experience. The CRM technology enables organizations to develop a fuller understanding of their clients through the communications, experiences they have with them. This technology records and analyses all communication between employees and customers. Whenever your employees are speaking with a customer all the relevant information will be in front of them. This is a powerful tool because the success of any organization relies heavily on client satisfaction. If customers are satisfied and feel that they are being looked after by your company, they are more likely to be your company’s loyal customer and recommend your business to their friends and family.
Driving sales is at the core of every marketing campaign because organizations need to sell well to stay in business in today’s competitive market. Customer Relations Management software helps businesses to market their services more effectively because CRM software will generate qualified sales leads, and recognize products or services that will be any interest to existing customers. This will help your company improve the bottom line because your sales professionals don’t have to generate leads and find the best products for your customers or prospects. The CRM technology will do for them.
Customer Relations Management system keeps track of all customer communications and interactions and sales data with all the different departments in a company. By doing so if a customer calls or emails an inquiry, your customer service team or any related department will know how to respond and make it easier for them to solve the problem. This is important as it proves to your customers that your company does understand and care about them to know what their past purchases and inquiries were. This collection of data can also be used to up-sell products and services to existing customers and prospect potential customers with offers that are catered toward their individual preferences.
Customer Relation Management software is helping companies to operate optimally on a daily basis because of the vast amount of information this software gathers and stores. Organizations have immediate access to campaign responses, web registration data, account information, sales and purchase data, web sales information, service and support records, demographic data and shipping dates. Having the means to store, retrieve and utilize important information is the key to running a successful business.
Customer Relations Management software enables client data to be integrated and centralized. This is useful because it creates cohesion among departments and keeps everyone up to speed on the latest developments.
Many businesses still have separate systems to carry out different functions, but that old technology is often counterproductive because it takes time to interpret, analyze and update information, whereas Customer Relations Management system will do all this for you. By utilizing CRM technology, your company will waste less time on tasks that can be automated, giving you more time to focus on selling.
Technology reaches into almost every facet of our lives. In the modern world, most people have a cell phone, computer and tablet, and businesses are very much aware of the benefits of being able to reach customers through these devices, which is why so many companies invest in fancy websites to promote their services and products. Customer Relations Management can make your website even more effective by collecting information on all of your website visitors. This data can then be used to market your products or services to those who are most likely to be interested in them.
Customer Relations Management technology is enabling organizations to become more strategic in their approach to selling because the software is constantly collecting and analyzing data and producing useful reports that allow your management team to establish clear selling objectives and formulate both short- and long-term goals.
This allows businesses to spend less time on unqualified leads but gives more time to focus on selling to customers that have already shown an interest in their services or products. This analytical tool will create new sales opportunities, whether through lead generation or by recognizing a product or service that would benefit a customer in some way.
Selling doesn't have to be impossible. Your business can sell more effectively with Customer Relations Management software, so why not embrace it and see what it can do for your business revenue?
CRM Systems is a full-service professional service provider of end-to-end ERP and CRM solutions for the SMB business market.
We are experts at what we do.
Contact us today for more information.
CRM Systems serves all of the United States and Canada with particular emphasis on the south-western USA, Ontario and western Canada.
Goudy Bookletter 1911