The right CRM software is the key to healthy customer relationship management at any level. This is especially true if your business is growing year over year because eventually, you won’t be able to handle the influx of inquiries yourself. You’ll need to find the right solution for you and train loyal employees to manage new and old customers for you. Read more about how the right CRM software saves you money.
1. Spend less money attaining new customers
An old rule of thumb is that it costs 5 times more to gain a new customer than retain an old one. However, when spending this amount of money to retain a new customer, many lose focus on what really matters, which is delivering a high-quality message that makes you stand out from the competition.
By investing in a new and streamlined CRM system, you allow yourself to keep in touch with current customers and generate referrals. Word of mouth is one of the strongest forms of marketing business and drives down costs immensely.
2. Reduce the cost of customer support
Before CRM software existed, customer support specialists were likely to be on the phone with customers resolving issues and asking for referrals and reviews. Most modern-day CRM platforms like Salesforce and Hubspot offer a self-service portal where employees are able to view information and start problem-solving on their own (depending on the industry).
You also can set up automation flows, email templates and reporting in your CRM software, making it easy to pull data that shows value for quarterly company meetings and presentations.
3. Increase customer personalization
Personalization matters when it comes to retaining customers in the modern-day market. If they’re doing business with you, they’ll want to feel special and like their voice is being heard.
In one example of successful personalization, Ben G. Smith, CEO of BioXskincare, thought outside of the box and added an automated field for customers’ pet names.
“It sounds silly, but getting a person to talk about their pet is easy, and capturing that takes less than a few seconds. Then on a future call, our team can casually ask, ‘So Janet, how is Rex doing?’ That bond creates a warmth and humanity, even though we do not sell products that relate to pets,” Smith said.
To learn more about how to get the help you need when implementing Salesforce, visit our website or call 801-245-0500. We’re excited to work with you to help grow your business.