What Is A CRM?

26 April 2021

Is there any hope of tracking every lead while also giving all of your customers the support they need? Most business owners know that customer relationship management is a never-ending journey, but that doesn't mean you have to fumble all along the way. A CRM is a customer relationship management strategy or system.

CRMs don't have to be a fancy software solution, although the technology can certainly make things easier... sometimes. As a buzzword or buzz-acronym, when people say "CRM," they're usually referring to one of the current heavy-weight software options such as Salesforce, Zoho, or Hubspot.

But, in reality, a CRM could be any system or strategy that helps a company manage its clients and potential clients. If you're still living in the 1960s, then that might look like a Rolodex, but for our modern readers, it probably means a high-tech tool or at least a well-crafted spreadsheet.

Typically, CRM software or SaaS solutions will use a database and provide an engaging interface to see leads and customer needs clearly. It can help your staff perform better, and improve your customer’s experience from their first contact with your company. Okay, that sounds nice and all, but what do CRMs actually do?

CRMs Do a Little of Everything

Because of the big names in the CRM space, it’s easy to set really high expectations and still not be disappointed. But of course, not all software is created equal, and with that in mind, we’ll look at the different tiers.

A basic CRM will stand in place of that glorified Rolodex and offer only a little more than contact information tracking. Essentially, this could be an Excel workbook.

Now, a decent CRM system will do so much more. It’s that one small step which is also a huge leap.

Business owners should expect:

  • Prospect tracking all through the sales pipeline
  • Lead nurturing: know when to contact them and what information can help them convert.
  • Data capturing so you can know where leads come from and where you lose leads in the funnel.
  • Tracking customers throughout their entire customer experience.
  • Customer relationship nurturing through customer service and sales team interactions.

On a day-to-day level, it’s difficult to keep track of who talked to which customers or what information made it to your important leads. CRMs centralize all lead and customer interactions within one system so that any employee who speaks with the client has a complete overview of that person’s experience and expectations.

For some businesses, they get lucky and begin using a CRM before they actually open their doors. But that’s not usually the case.

How Can I Start using a CRM?

Most businesses realize that they need a CRM when they have a long list of customers and a disaster of scattered data. Everyone talks about how great CRMs are, but realistically they’re a pain to set up, and it takes patience and careful planning to do it right.

We get it! You don’t have time to spend building a new system from scratch. Most cloud-based CRM systems can begin functioning well as soon as the company loads in their existing customer data. Of course, you might not have time for that either.

At Woggle Consulting, we can coordinate a CRM set up with your internal team, or better yet, we’ll do the whole thing for you!

Do You Actually Need a CRM?

So, you’re a little suspicious of needing another software, and probably one that comes with a subscription or ongoing costs. We know the struggle. Here are three simple and direct questions to help you decide if a CRM is right for your company.

1. Are you struggling to track and organize your customer data?

We live in a time where data could be the difference between success and failure. But most of us still use spreadsheets, sticky notes, and cluttered apps to track contact information and customer questions. This type of data collection isn’t just disorganized. It’s dangerous. If you’re scrambling to find information, then you’re going to start losing customers.

2. Do you have a flood of new business and can’t keep up?

There’s a shared nightmare among business owners … what if you’re too successful? Entrepreneurs hope for and fear success stories like Death Wish Coffee, who oversold their inventory to the point of almost killing the company. A key part of their bounce-back was careful management of internal procedures through software.

If you have a ton of new business or know that you could soon, it’s better to get organized first. A great CRM will gather vital data and prioritize new leads. They can build a foundation of positive customer relationships and produce long-lasting results.

3. Are you uncertain about how to grow your business?

Okay, maybe the leads aren’t flooding in yet, but you want to get to that point. A customizable CRM can help you automate tedious tasks so your sales team can focus on tasks that make a real difference. The trick is to create a system that doesn’t let anything slip through the cracks while automating as much as possible.

If any of these questions hit home, then it’s time to start looking for the right CRM solution for you. We would love to help you on this journey and can get you started with a free consultation. Schedule a chat with us today to learn more about what a CRM can do for you specifically.

-Off you go! Your horizon awaits.

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