At its simplest , a CRM system allows businesses to manage business relationships and the data and information associated with them. You, the seller, connect with people who need your product and manage the customer’s journey using this system.
A CRM system acts as the single source of truth for the customer data which can then be leveraged by various business verticals namely sales, marketing, etc to name a few. With custom built dashboards one can see a 360-degree view of the customer, all in one place. Thus, leading to +25% increase in marketing ROI, +30% lead conversion, leading to over 25% increase in revenue (courtesy: Source: Salesforce Relationship Survey)
The Process
1. Capture Leads
The first step in the CRM process cycle is to capture the details of your team’s leads. If your company has a significant number of customers, then it could get quite difficult and complicated to use spreadsheets.
There are a number of places where a marketing agency collects its leads. It could be through website traffic, or even from referrals of your previous partners or customers. The basic information of these leads can be deferred to CRM. It will result in the more efficient and smooth functioning of your sales team.
Also, make sure that you are capturing your customers’ contact details once you are done leveraging your CRM.
2. Contact Details Of Customers
This is a crucial point in CRM development. It’s all about the personalized experience for your customers. Creating and maintaining contact details will give you easy access to your customers’ future needs.
Make sure that your customers’ contact details are saved in the appropriate category.
Though the CRM process is invaluable, you still need to step up and reach your customers. There’s a personal touch that your CRM cannot provide that the salesperson has to provide.
3. Connect With Your Leads
After all the contact details have been saved through the CRM sales process, contact your leads through CRM. the basic contact details should include your customer’s name, location, email address, and the products that they showed an interest in.
Create an integrated contact system that connects your call system and email with your CRM. So, whichever way you connect with your consumer, the CRM will pick it up and continue maintaining the details records.
4. Win Those Businesses
What business needs are a valuable customer, not just any consumer. Every business has an ideal customer. So, once you have connected with them, check if they match your profile of an ideal customer.
What are the major problems that you have faced and would like to fix? Is the problem new or a recurring one? What methods have you tried to solve the issue previously? How much are you willing to spend on fixing this particular problem? What kinds of offers are you currently considering? These are some of the questions that you can use to test if the person qualifies as an ideal customer for your business.
If you get a response that you think will lead to closing the deal, record their details for the next round of CRM process.
5. Issue Proposals
Create an integrated proposal using the CRM. It will link the two and make the process much easier for you. Moreover, all the details will be under one software.
6. Log Deals
Logging all the details in your CRM cycle will allow you to predict what you should expect in the near future, business-wise. It will give you an accurate prediction since the CRM process is all automated.
Remember to log in information on deals that you lost as well. This way, you can keep track of what you have lost and plan accordingly.
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