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Why should I have a CRM?

Customer Relationship Management software should be a component of every business. There are lots of tasks that CRM’s make much easier for businesses to handle. Every business should have some sort of CRM to help manage the task of customer care. Even small businesses with very few clients should use something to track its customers. I’m not going to endorse any CRM’s in this post, but you need to get one or even manage your own on a spreadsheet and here is why:

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  1. Keeps you Organized – When was the last time you contacted Joe? When did Sue last make a purchase? Using a CRM helps you keep track of what customers are doing and where they are in the sales cycle. You don’t have to spam messages out to customers if you know more about their purchasing habits.
  2. It is a Force Multiplier – I track over 200 business clients and it takes me only 5 minutes a day to manage all of them. With a good CRM system it is easy to keep track of far more than that. Instead of poring over records and hoping I didn’t miss someone my time is used much more efficiently and I can do the job of several people who don’t use CRM’s. This simultaneously boosts my sales and reduces my employer’s expenses. Win-win!
  3. It Boosts Sales – Which is ultimately the goal of every business. The main boost I see is from customer satisfaction. I know when I talked to each client and what we talked about. When I recall that information and use it a month later the customer feels better cared for and is better cared for. They know I am on their team and trying to help them out. Even if they don’t buy from me now, they will remember me down the road when it is time for them to buy. The other way it boosts sales is in a CRM’s predictive power. Our CRM sees an increase in Youth Camps purchasing our service, we know who we should be targeting and where the highest quality sales leads are.
  4. Makes for a Better Customer Experience – Especially when you have a large team sharing the responsibilities of the client base. Each customer doesn’t have to explain the history of their account every time they call in. A well run CRM will have that information available for the person they contact. Even better is that the management team can see customers that might be having a bad experience and proactively reach out to them potentially gaining better customer loyalty. The customer appreciates when you know what is going on with their account without them having to repeat themselves every time.

So what are you waiting for? Go get a CRM service. Your customers, sales team and customer support will thank you.

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