A Customer Relationship Management (CRM) software is an internet based database entry and storage system that allows you to input information taken from customers and other business related interest for storage and easy access. In this article, I will discuss the concept of small business CRM in order to provide business owners with information regarding CRM.
Small Business CRM and Customer Care
Customer service is almost as important as the product or service being sold. Often times a good product is not enough, especially in this day and age when almost everyone has a great product or service to sell. Nowadays, creating value means total service; which translates to pre-sale and post sale services. A small business CRM can help achieve this because it allows any member of your business team to access related information entered by other team members fast and easy.
For example, Negotiator A is assigned to the account of Mr. Q. Negotiator A inputs information relative to his or her conversation and transaction with the Mr. Q on the CRM. If for whatever reason, Negotiator A is not present (i.e. sick, on leave or has resigned) to take the call of Mr. Q, then any negotiator can just access the small business CRM to verify information and make customer care faster, more secure and more accurate.
Small Business CRM and its Benefits
Have you ever heard of the saying "speed kills"? Well in business, speed creates more revenues and hopefully kills your competition's business. By using a CRM client interaction program, your business becomes faster, more accurate and more secure. Just think about this, instead of leafing through tons of paperwork to determine the purchase date on an item; you can just type in a few security codes, the name of the customer and information pops out of the screen. This means you get to deal with more customers in a day and each customer knows that when they patronize your business, they get results fast.
Have you ever gotten a call from your sales representative or business partner telling you that your customer just walked in and wants to talk to you about a purchase he made a few months ago? He wants to make the same purchase, the problem is he forgot the serial number on the item purchased. If you have a small business CRM, then your partner can just open up the database and tell him exactly what he purchased and make the sale right then and there. This means that you make a sale and your customer is not only satisfied but impressed at your efficiency and effectiveness. This translates to repeated business and more profits.
Okay, it's the end of the month and you need to make reports like tax related reports, profit related reports, complaint related reports and inventory of items sold. The old school method would be to pour through the hard copy of the records and list it down one by one. With a small business CRM all you have to do is click the reporting tab and generate reports that you need.
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