Why Every Business Needs Customer Relationship Management Tools
Customer relationship management (CRM) isn’t top of mind for most businesses until they stop having a handle on what is going on with their clients. It is often implemented as a solution long past the point where a business actually needs it. We could go on and on about the features of Zoho CRM, but it is worth making a case for using a customer relationship management tool in the first place.
The Necessity of CRM: Keep Your Clients
Most businesses start out with a small office and, depending on their business model, they can list clients on one hand. It’s easy to keep all the details straight when you have a small number of clients. But the minute you start adding to that client roster, details can get forgotten, deadlines can get missed, and clients can ultimately be lost.
A good customer relationship management tool will essentially keep you from losing clients by giving you full transparency into who is doing what, for who, and when. It will also track all of your business activities so managers can generate reports on what needs to be done, who is overloaded, and who is free to manage new requests.
The Objection to CRM: Manual Data Input
It seems obvious that businesses need a CRM tool, but the most common objection is the requirement to manually input data. Busy executives, employees and contractors don’t have time to open a separate window and input data. The solution is a tool like Zoho CRM that automates almost every single activity, including emails, phone calls, and live chats; all of which are handled through Zoho. Imagine your emails being organized under your customer’s file – automatically, without searching.
Provided you make calls from within Zoho, you can also track call activity. For managers, all of this data can be gathered in reports that show which items have to be actioned, which are complete, and much more. Zoho integrates with Google Apps and other common software as a service (SAAS) and software solutions, so you don’t have to change much in your business workflow to use it – manual data input is kept at a bare minimum, since this is the largest pain point for implementing CRM.
CRM can also be viewed negatively by employees who think it is simply installed to monitor their actions, when in fact it is a tool purpose-built to make their jobs easier. When implementing a CRM solution, managers should focus on how it helps boost the business rather than using it as an HR tool. This can be done by not using reports to penalize employees, but rather to see where their strengths are so that they are better placed to help grow the business.
Bringing Social Media into CRM
Clients are increasingly communicating through social media. Zoho CRM brings in all of your social media conversations and allows you to assign them to the proper channels. Gone are the days of an agency monitoring an account and forwarding inquiries to the proper people – now you can give instant customer support and follow up on social media sales leads in real time. To get Zoho CRM working for your business, contact the consultants at UpCurve Cloud today. Training, implementation and integration with your other systems are all items that we handle.