This post will provide its readers with a checklist of qualities that a CRM system should be achieving for a business. Those who are slightly unhappy with their CRM system might be wondering whether an overhaul is needed, and they need to start looking for another provider, or if their existing system simply needs a bit of tweaking. The checklist in this article will help those people decide which factors are more of a necessity for their company and, perhaps more importantly, if they need to revise their current CRM system to include these factors, of if they need to find a new CRM provider that contains the desired features.
Social Media -
The branch of CRM that embraces the social media platforms is called Social CRM. Twitter, Facebook, and popular blog websites are becoming the most important method of communication between friends, so there is no reason that they can’t be just as effective vehicles for interactions between customer and company. These interactions will help the company better understand their customers, which, in turn, will help them find the correct tone in which to speak to their customers, and, ultimately, make the company more money.
Recorded Dialogue -
Every time a customer contacts the company an employee can view, at the click of a mouse, every past interaction between the company and the customer on the phone. If required, they can listen to past conversations and clear up any disagreement in an incredibly short amount of time. This makes the customer experience a far better one, and this will vastly reduce the number of complaints concerning the service the company offers.
Shopping Habits -
A CRM system should produce regular and clear pieces of information regarding customer shopping habits. It’s important to know their shopping habits before a business opens up communication with them. Unless they know how a customer shops then they don’t know the best method of selling. Some customers don’t like to be pushed into sales, but some need a little more encouragement before they commit to buying a product or service.
Sales -
The sales procedure should be as quick and efficient as possible, so that as soon as a customer commits to a purchase, they are taken through the sales procedure in a manner as smooth as skating.
Managing expectations -
A CRM system (or systme GRC – as my French colleagues use to say)should be set up to run in synchronization with the ambitions of the company. It should be as effective with each single department of the company, and each department should be in communication with the other ones.
Using the system -
Before one decides whether the CRM system contains the right features they should first ensure that the employees of the company are making use of it. Sometimes employees bypass the system, which is only ever going to lead to it failing. The manager, or person conducting the CRM system review, must determine whether the employees are bypassing the system because it isn’t working, or they are bypassing it because they aren’t taking proper instructions.
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