CRM 1080

Capture, Route, Follow-Up and Close Leads from the Web!

You work for an office automation solutions company.   You are one of 100 sales reps but you specialize in selling high end copy machines — you know, the ones that does pretty much everything except pour coffee…   

It is a busy day and you are on the road when your PDA sounds off  — you have mail.  It is a new lead that was just routed to you by your CRM solution.    The lead was a result of the prospect visiting your website and filling out a web form. 

So, why did you receive the lead and not any one of the other 99 sales reps?  Well, it is because based on the type of solution requested by the prospect and other infographics, your CRM system was intelligent enough to route the lead to you.   And here is the best part!  Your CRM solution already contacted the lead on your behalf and provided with initial brochures, case studies, benefits, etc.   Now, you just have to follow-up with a phone call.  And just in case you miss that step — well, you won’t!  Because, your CRM system is intelligent enough to keep bugging you until the call is made! 

Next, your CRM solution makes sure that you utilize the best practices established by your organization to ensure that you close the sale.   The system also informs sales engineers that they will have to work with you to demonstrate the solution to the prospect.   All of these activities are being scheduled and/or taking place at precise intervals. 

The above capturing of leads and automation is a must have tool in today’s competitive landscape for sales representatives.  Companies no longer can rely on static web pages with basic telephone numbers or email address for prospects to call or to send a question.  With web forms, leads are captured from the web and routed to the appropriate sales rep based on criteria that you set up.   Automated triggers can also send out acknowledgements, follow-up reminders, drip marketing messages, etc.   The system also can automatically create a contact record as well as a sales opportunity record.   So, now, this opportunity is in the Sales Rep’s pipeline.  This pipeline is visible not only to Sales Rep but also to his supervisor, his regional manager as well as the VP of Sales.  All of this happens in seconds form when a prospect clicks on the submit button requesting the information on the corporate web site. 

Your marketing folks will be really happy too!  Because, your CRM system will automatically associate the sales opportunity to “corporate web form” as the marketing source.  So, on a realtime basis, marketing folks will be able to tell the impact of various web pages and/or web forms. 

So, welcome to the world of CRM and capturing leads from the web.  It is the only way to improve response times, associate the right rep to the right deal, follow-up in a timely manner and close the deal based on the science behind best practices. 

Now… go close the deal! 

Regards,
THE CEO

Wouldn’t you like your sales staff to receive business alerts regularly?
Let’s see what kind of alerts you pick!

Organizations have a variety of methodologies to track and report on sales related activities…  from the formal to the informal.   Some work and some don’t.   Check out the poll below and see where you stand on sales management compared to other companies:

CRM Solutions today offer many features and functionalities.  But core CRM feature are still the main reason for selecting a CRM system that can help you retain your customers while acquiring new ones.

So…. take the poll below and learn how the general public is using the system compared to how you use it.

A friend of mine said “I no longer buy from companies that don’t use a CRM solution.“  Curious, I asked why?  The answer surprised me.  ”Well, I want to be sure I will get the best service — and if they don’t have a CRM solution, how are they going to do that!”, he replied.   Over the last couple of years, my friend realized that the companies that  provided the best services more often than not, utilized a CRM solution.  

"I no longer buy from companies that don't use a CRM solution."

From buying a car to a hands free Bluetooth headset, companies that utilize CRM provide its users with preferences on how they would like to be contacted, marketing materials that actually are of interest to you, complementary products that you may have never known about and the list goes on and on.  This and the many other customer facing functionalities of CRM allow an organization to work more efficiently and ultimately results in higher levels of service.  

Companies that utilize CRM also allow its customers to communicate by using Self-Service Options — you know, like online banking or looking up the programming codes for your TV remote.  The ultimate goal is to provide the customer with as many options as possible to solve and/or learn more about the organizations, its products and services.   And if you can do it 24/7 with a self-service, option and consumers are more likely to use these services.  

Of-course I live CRM day in and day out.  So, my friend’s comments did not surprise me at all.   It just reminded me how integral CRM has become for business success.  And apparently not only businesses but consumers are catching on how they are going to be treated based on the tools a company utilizes to serve its customers.  

So, the next time you are about to make a purchase, ask the organization if they use CRM.  If you see a blank face (or there is a pause on the phone for more than 3 seconds), it is time to bail and get out of there as fast as possible.  

It’s only time that CRM strategy and solutions will be a way of life in every business.  I don’t think that is too far away because consumers are going to demand it.  

Now, Get back to your CRM,
The CEO

If you have been using CRM for sales, this is your chance to compare your return on investment to the averages.  Simply answer the poll below and see where you stand.

Why CRM, Why Now? CRM1080

What almost seemed like a fad in the mid 90s is now a way of life… or is it?   If you read some of the recent pundit analysis on CRM usage, you will find that most companies have not completely adopted CRM — and those that have, not all of them have done it successfully (which is a whole different subject for another time).   

So, for those on the sidelines, why CRM and Why Now?  Here is the simple answer:   

Why CRM?  CRM technology, when combined with Strategic Execution has proven to increase Sales/Revenue, Reduce Customer Service Costs, Increase Efficiencies, Improve Customer Loyalty, Increase Retention, Standardize processes and the list goes on and on…   

Why Now? Now… this is an interesting question…   My first thought was, if you have been educated about the value of CRM, then why not now?   It’s like saying,  “I am going to wait because I don’t need all that CRM offers.” So, that in itself should be enough.  But just incase you are not convinced, let’s add a few more reasons:   

• The Current State:  Heck why not?  Everyone is talking about how the economy and its negative impact on their business.  So, why would you not invest in changing the state of your business for the better? Small price to pay and perhaps…. just perhaps the key to keep your business alive!
   
• Affordability:  The common excuse: I simply can’t afford it.  Well my friend, you can.  CRM is no longer for the big boys – the playing field is now level — you too can utilize automation to provide the best value for your customers.  Credible CRM software are available for as low as $40 per user per month.   Like the old saying goes — you pay for what you get.  So remember not to be sucked into Free solutions or Fire-sales!
   
• Reach:  I remember doing business with companies within 50 miles of my business.   With the Internet, the entire world is within 50 miles of my business.  The proof is in the pudding — just sold to a company in Estonia, Saudi Arabia, Ireland and in talks with a company in Madagascar.   Wow!  Madagascar — never thought that the movie I so much enjoy watching with my kids would actually be a place that could use my products and services!  
   
• Easy Deployment: I want to do it but I don’t have the technical know-how.   Okay, we have heard that one too…   So, do you use Gmail or Hotmail or Yahoo Mail?  In many ways, you can start using CRM — like opening up a new Gmail account.   (I am just talking about opening the account — don’t forget the strategy side of things).   With Online CRM, securely hosted somewhere else in the Internet Cloud, you can start using CRM today without hiring a full-time IT person or consultant.  Just find the solution that is right for you (another topic for another day), and get cranking!  Hey the best part about online CRM is that you won’t have to worry about Software purchase, installation, maintenance, upgrades and backups because all reputable online vendors include these features as part of the monthly cost.  

As Winston Churchill put it so well, If you mean to profit, learn to please.   Learning to please in today’s world requires the right tools.   So, what are you waiting for? Search for “Small Business CRM” or “Online CRM” or “CRM Software” and start looking at the many solutions available to help take your business to the next level.     

Regards,
The CEO