How a CRM Can Help your Business

Many Small Business, often cash-strapped, use Microsoft Excel and Outlook for everything from Contact Management to Accounting. While these programs have their place, they are both out-dated and woefully inadequate for a modern 21st century small business. They lack the features necessary to drive sales and share information properly amongst all members of your team.

1. Tracking Leads – Somewhere around the second year of a business’s existence is when they typically begin to experience lost leads. Often, when a business is in its early days, often as a one-or-two person show, the founders are so excited about every opportunity and the potential to make a sale that leads are effectively over-managed, with the entire team focused on every step to get that new sale closed.

However, a year or two on, the founders are often working even more hours than they were when they started, they don’t have a full sales team in place, and they have several new leads coming in per month, with more than one sale and multiple ongoing customers. This is when lead loss starts to occur. Someone in the organization meets a contact who would possibly buy, and either forgets to follow up or share that information, waits to long to reach out, misses an email, or doesn’t continue the sales process for a long enough period to get the sale closed. This lead effectively becomes lost, and the business owners have given up a sale they otherwise could have closed. A similar process happens with leads being lost even when they come in as existing customer referrals, cold new inquiries, or from a marketing campaign the business has undertaken.

Here is where CRM instantly adds value. Every new lead is added either automatically, or if need be manually to the CRM, as soon as it comes in. This becomes a fundamental part of your business, with everyone committed to it. The CRM then delegates this lead to the right person, who receives automatic reminders to follow up regularly, they get added to your mailing list, and the management can track this lead through the process to make sure every effort has been made to get a sale. Leads stop getting lost, the business grows. Potential Customers see that the business wants them, and is organized enough to keep following up with them. They commit.

2.  Ensuring Closing – Many established and new businesses have a serious problem with creating a sales-driven culture.  There is no set process for finding new customers and getting them sold. People are more concerned with servicing the existing customer base and getting their day-to-day duties completed than they are about chasing that next sale. This is where CRM can help.

By creating a standardized sales and leads process, everyone in the organization knows what must happen with every lead. Every lead gets multiple phone calls and/or emails, and only gets dropped off the sales person or teams radar after a long enough period to make sure there is very little chance of a sale. Even then, a once yearly mail blast or follow up can turn a few of these dead leads into sales. A standardized follow up procedure is enacted and carried out to the letter, leads are qualified properly to see if they are a match for your business and are deserving of meetings with senior members of your team to talk though a deal, a proposal or contract is created, and your team follows up to ensure it gets signed.

Management can see who in the organization is making the most sales, and can implement changes to make sure everyone is on the same page with the goals.  At all times senior team members can see everything in the sales pipeline, leads, potentials, and deals, and forecast revenue going forward on a monthly, quarterly and yearly basis. Sales are closed, not missed. Creating a sales driven culture, and making sure that every possible sales opportunity is followed with the same vigor, increases sales exponentially.

3.  Remembering Repeat Business – It is often said that it takes up to 10 times as much money, time and effort to attract a new customer as to keep an existing one. CRM makes it possible to be the type of business that doesn’t lose customers, and keeps them coming back for more.

By making sure that customers concerns, issues and problems are responded to promptly and followed through with until resolution, you can guarantee more satisfied customers. By reminding your sales team to reach out with regularity to see if you can sell more or additional product to your customers, you can easily make further sales with much less time investment then selling to a new customer.

By being reminded to regularly reach out to your past and existing customers to elicit feedback and see how the deal worked out for them, you can make changes to your sales process, product offerings, and after-sales support to keep your business on the path to growth. Finally, by making sure past customers are on the right mailing lists to get your email blasts and updates they can be notified of sales, new products and changes within.

These are just the basic ways Zoho CRM can ensure more sales for your small business, and that is only with the most basic of implementations. In this short post, we have barely scratched the surface of what Zoho CRM is capable of, and what the entire suite of Zoho products can do to assist your business.your organization, and be both reminded to, and incited to buy again. The tracking, reminding and automating features make sure your entire team captures any repeat sales possibility.

At BluRoot Inc., we are experts at designing and implementing the Zoho CRM system, making it work for your business, and ensuring the transition to CRM as easy and painless as possible for your team. We can import your existing customer and contact data, build the CRM system to assist your business’s unique sales process, and train your people to ensure everyone is properly using the software (though it is very intuitive!). Let us become your partner on your businesses path to growth and success.

Zoho does more then Just CRM. Zoho gives businesses 38 separate Apps to fully manage and grow your business, from Accounting and HR to Virtual Meeting software and CRM, all for one low monthly fee.

In future blogs we will be explaining the features and functions of each of these in greater detail. Suffice to say, Zoho is succeeding in its goal of becoming the “Operating System for Business.”