Customer Relationship Management is every modern business’s oracle. It hosts and produces precious data the world of sales needs to win.
Any serious sales executive who’s ever used the likes of Salesforce or Microsoft Dynamics will pretty much tell you that it has become their lifeblood.
But, why do some businesses tend to ignore or shy away from it? Here are a few reasons why.
It Becomes Overwhelming
We now live in a world where laboring to good old filing cabinets and phonebooks are mentally dragging, and the convenience of cloud-based systems and advanced search bars make more sense.
If most salespeople and marketers rave about the treasure that is CRM, why is it that a lot businesses still haven’t caught on? Is missing out really an option for smaller players?
Forbes relates having to deal with ‘too much’ data with the anxiety of cramming for exams. With the new technologies crowding the internet, it’s not inevitable to feel this way, especially without proper support.
Let’s get one thing straight. CRMs are designed to make business easier, not harder. All you have to focus on is finding a provider that can tailor-fit a CRM system for your business. With proper CRM adoption training, familiarizing and a little bit of faith, you’ll be sure to find in the end that it is worth the squeeze.
They don’t understand its value.
Have you ever wondered why some businesses grow faster and some don’t? Did you ever find out what kind of system they use to scale their businesses? Chances are, they’re more willing to try new things like CRMs in order to level up.
Metrics-driven sales is key to cost-effective marketing. It makes a world of a difference to see which sales practices work best for you when you can collect relevant data with just a click of a button.
Without CRM systems, not only do you miss the opportunity of having more time and resources to far more effective sales strategies, but you could also be risking your business’s success.
They don’t know its long-term benefits.
Sure, you’ll have to make an investment for something like Salesforce and CRM adoption training, but what you get in exchange would be a start to optimizing metrics-driven sales.
If you’ve ever gotten a hold of potentially useful data but never really found out what to make of it, then you must know by now that a Customer Relationship Management system is what you need. CRM systems now not only host the data, but offer add-ons that help you make sense of the data and create actionable insights for both sales and marketing teams alike.
Through time and as you adapt to making your CRM system part of your sales initiatives, you will be able to gauge the return of investment in the value of the data that you preserve in your sales operations that eventually will give better insights to improve your sales performance.
Taking it a Step Further
As CRMs become of real value to companies there is still a question of time in keying in entries to the CRM by your sales personnel vs them actually selling. Oftentimes you want your salespeople to focus on what they are good at: SELLING.
For such situations, companies like Hey DAN provide total support to your sales teams through their Voice to CRM solution that combines artificial intelligence with human expertise. At the end of the day, the sales meeting happens, it gets recorded (voice) and directly entered into your CRM, and ready the next day.
Hey DAN provides full CRM data entry support that’s voice enabled to ensure your company gets better and more timely data into your CRM.
In the beginning, many people thought CRM was a tool reserved mostly for more tech-based companies. However, through the years, more and more businesses have realized its immense value for almost every other industry.
Salesforce has long been at the forefront of innovative CRM tools. There are plenty of reasons why business owners should consider them as their sales partners. If you’re a restaurant owner thinking of investing in Salesforce as a CRM tool, here are a few reasons why:
Better Marketing Campaigns
While the internet makes it easier to speak to customers like never before, it also increases the competition you have for their attention. To keep your customers engaged, they need to feel that you remember them and their preferences.
Using Salesforce, you can make better campaigns that are triggered your customer’s actions and reactions. Salesforce helps put together a unified customer profile that helps you understand customers like never before.
Reward Loyal Customers
With thousands of restaurants as your competition, it’s no wonder why you have to retain your customer’s attention. Several studies have found that it’s at least six times more expensive to acquire new customers versus keeping current customers.
Salesforce helps you build loyalty programs to give customers incentives such as discounts, exclusive sales, and promotions. With this, you can differentiate yourself from the competition every step of the way.
Improve Your Services
Through gaining knowledge about your customers, you can find out why they want to dine with you and make more moments like it. With customer data at your fingertips, your teams can make decisions better and faster.
With Salesforce, you can easily manage customer reservations, create tickets for customer inquiries, and inviting feedback on every aspect of your business. Integrating information from your website, social media, and in-store feedback creates a more holistic view of your customers and what they think of your service. From there, you can improve every aspect of their experience to maximize their satisfaction.
Manage Your Branches
For businesses that have several franchises, staying on track with all of them can be challenging. Between monitoring sales and calculating targets with varying currencies, Salesforce has all the tools that you need to measure performance well.
By keeping the data of your various branches organized, you can make sure that the sure the quality is always up to standard for your brand. Creating a central information repository of your suppliers, staff, and team members can help your franchisees save time and effort.
Better data leads to a Better Restaurant Experience
Gone are the days that all restaurants need to succeed are good food and ambiance. These days, customers are a lot more discerning. From booking, actual dining experience, and every communication in between, there are plenty of opportunities to set you apart from your competitors.
Through the years, CRM has proven to be a necessary tool that every restaurant should have but at times a pain to maintain and keep updated. By getting Voice to Salesforce solution, all your data can be transcribed to your CRM automatically. Combining crm specialists and artificial intelligence similar to the debunked Einstein Voice, your restaurant can stand at the forefront of leading customer experience at every touchpoint.
Despite the many positive aspects of utilizing Customer Relationship Management (CRM) tools, many companies are still hesitant to invest in it. Often, they put off adopting CRM solutions due to a variety of reasons. Here are a few of the concerns companies face when trying to implement CRM software for the first time, and some suggestions on how to fix them:
Employees don’t want to learn new software.
Many employees have to keep track of several different kinds of software for various functions. Despite being incredibly useful, even the best technology has learning curves that every user has to go through.
By allotting resources such as time for onboarding workshops and budget for hiring CRM professionals or consultants that can ease the transition, companies can help resolve this concern. There have to be clear objectives with how the CRM system is better and why it’s necessary to learn it as quickly as possible.
Issues with Workflow
Sales teams often have their own culture, ways of working, and systems in place to manage existing relationships. Salespeople often have their styles when building relationships with prospective clients. They have set daily, weekly and monthly tasks that combine manual reporting with their existing sales tracking systems. Additionally, what stage the customers are in the sales funnel isn’t always straightforward.
Combined with tight deadlines and high targets, many teams will not want to put the effort to adapt to new workflows. Changing existing systems can also cause a variety of issues to arise. For example, incorrectly labeling clients, impersonal language, and delays, which in combination may cause unnecessary strains with customers.
To mitigate this issue, companies can empower teams to lead the incorporation of the software with their existing workflow. Giving employees a say on the transition roadmap will enable them to adapt it at a sustainable pace and give fewer excuses.
Not Seeing the Value in Implementing CRM
When the benefits of the CRM technology are not well communicated, many employees will not think it’s that important. With many CRM software selling a host of capabilities, they can appear to be jargon to people who don’t know which ones are relevant for their particular role; and how it can tangibly improve existing processes.
This issue can be resolve when management pushes the adoption process and incentives it at all levels. Motivating employees to transition to a CRM tool requires sharing with them the vision for the software and rewarding them for unlocking each benefit.
Implementing CRM isn’t just a software problem; it is also a human one. Behind every successful CRM tool are people who don’t just know how to use it, but know how to use it well. They can do it well because they had the right kind of support from their leadership and teams. This support comes in a variety of forms that includes working with them throughout the road mapping phase, investing in professional CRM data entry services, and giving the right benefits to early adopters and internal advocates.
New things always bring about resistance, even the ones that bring about positive change. While Customer Relationship Management (CRM) is a great tool that saves time, money, and effort from all angles, many employees still reject its use.
There are many reasons why people don’t want to learn new software. However, the benefits of having a strong CRM system outweigh the difficultly of transitioning to it. With this, companies need to step up and find a way to incentivize their adoption.
Here are a few ways things that your company can do to improve CRM Adoption:
Create CRM Champions
Before you even purchase your CRM software, you should engage with everyone from every rank to help select it. From upper and middle management, sales leadership to the sales teams, companies need to consult everyone from the decision-makers to the end-user.
While companies as a whole tend to benefit from taking advantage of a CRM system, it is individuals that determine how much good you can actually reap. Improving CRM Adoption starts by making every person involved in its utilization under its value.
When people feel like their opinions are validated, they are more likely to champion it. These CRM champions can help preach to their ranks about all the benefits that the software has offer, relevant to their roles.
Gamified Rewards System
Once you a group of people convinced of its use, it’s time to encourage everyone else to join them for the ride. One way to make sure people are always on the lookout to improve your CRM System is to gamify the adoption process.
Gamification encourages teamwork, consistency, and steady improvement. By integrating game-like mechanics and reward systems, you can incentivize your employees to use your CRM system more effectively. SalesForce CRM has apps that are developed to gamify their robust CRM system.
With results-based tracking, companies can find their early adopters who can find practical ways to integrate the CRM software into their workflow. Then, these practices can be shared with other people and further refined to get the most out of the system.
Invest in CRM Training & Data Entry Support
Sometimes, no matter how determined or hard-working your team is, they still need help. Investing in additional training is one way to push the agenda of the importance of CRM software.
By giving time for employees to attend workshops, talks, and training by professionals, they can take time from their regular schedules to learn it. This way, your teams will not have to sacrifice their other targets and aspects of their role.
Companies can also hire integrated services such as Hey DAN. Not only by providing consulting and training for CRM adoption, but Hey DAN also fulfills a lot of heavy lifting that comes with implementing CRM as a whole.
From CRM data entry, management to cleaning data, Hey DAN makes sure that companies never drop the ball, even when their teams are still learning how to use the system. Providing a full slate of other services, employees can adapt to their CRM system with a little help.
In 2016, David Grossman published “The Cost of Poor Communications,” a survey of 400 countries with over 100,000 employees. In the report, poor or inadequate internal communication costs companies an estimated 62 million dollars annually.
Monetary value is not enough to see the full effect of poor communication and coordination. When a company is not well-coordinated, it leads to employee and customer experience that is negative, which cannot be easily quantified. Whether it is in the form of a frustrated team or unhappy customers, there is a lot at stake.
Here are a few effects of miscommunication that you should be wary of:
Impossible Sales Targets
One of the most common issues that come with poor internal coordination is that companies aren’t able to set their targets properly. A lack of coordination creates decisions that do not have an accurate perspective of the overall business.
Bad Lead Funnel System
Leads are the lifeblood of sales. However, not all sales leads are equal. When your company’s internal coordination is off, your teams are prone to nurturing the wrong sets of customers. Whether it’s a client that can’t afford your services or a company that has already expressed that they don’t need your offers, you’re setting up your teams for disappointment.
Bad Resource Allocation
When employees do not have an easy way to provide feedback, they ca not readily ask for what they need to do their job well. A lack of resources leads to several issues, but the worst of them leads to arguments within your ranks.
Frustrated Sales Teams
Whether it’s calling the wrong number or realizing that they have already expressed that they don’t want your services, sales teams that have the wrong can’t do their jobs well. When targets are impossible, overall morale goes down.
Lack of Employee Loyalty
When employees do not know what they’re working towards, and why they’re doing their daily tasks, they end up not wanting to do anything at all. Employees need to know that they can trust the information you give them.
Solve Internal Coordination Issues with CRM Software
Poor internal communications open a variety of potential issues. Thankfully, various software companies have developed solutions to help manage communication better. CRM software is one of the best tools to do it.
With Customer Relationship Management software, you can make sure that client data becomes shared information within the relevant departments. Once a potential customer becomes a lead, salespersons can nurture the most profitable ones first.
From acquisition cost to customer lifecycle value, not only will the right people be given the incentives but also make customers feel valued.
Your Partner in Internal Coordination
To help improve your internal communications and CRM system, Hey DAN can provide all the support you need. With their voice to CRM technology, you can be sure that your team will never miss out on anything important. With a single call, Hey DAN can enter, update, and manage your customer data efficiently with 95% of CRM fields completed
in 1 minute or less
Leads are the potential customers that each business wants to start a relationship with. From online to offline campaigns, lead generation campaigns find prospective customers, segment them, and then nurture them into a purchase.
So, how does a customer become a stranger into an advocate for your brand? There are four keys stages that they have to go through:
Customers don’t just show up in your store. They need to know who you are and how you can help them with their problems. The first step is building the right channels that represent your products and services. It should show information that any customer will need at every stage of the buyer’s journey.
The next challenge is to make sure that the right people know about you. Using a mix of online and offline campaigns, marketing teams start the process of separating strangers from potential customers. One of the main goals is to build trust with your brand through engaging and relevant content. Customers who take the time to view your channels want to know more before making any commitments.
Once companies have their potential customer’s attention, it’s time to engage them. To continue the relationship after you first meet, companies need to get their contact details. In this lead generation stage, a call-to-action asks for their personal information in exchange for access to a benefit such as freebies, special promo prices, or exclusive sales.
Often going from the conversion to the closing stage is not instantaneous, and many customers need time before they move into the next level of their buyer’s journey. This time should is filled with educating the customers on just what the products and services are, but how they are relevant to their individual needs.
Once a customer believes that you might be the right answer to their problems and give you their personal information, then companies have now captured them as leads. Unfortunately, not all leads are the same. Some leads are better than others, but great leads are nothing without proper relationship management.
A great CRM system will tell you exactly which leads to prioritize and where they are in their journey. CRM systems help companies keep track of their movement along the sales pipeline.
Once a lead has converted into a sale, the relationship is far from over. Companies that pay attention to their customer’s after-sales journey make them more likely to be repeat customers.
Simple actions such as engaging them again through smart content, asking them for feedback on how to improve your offers, or even cross-selling other products can improve the customer’s over-all lifecycle value.
Leads don’t just happen; they come into fruition through the various joint efforts of marketing and sales. They’re also continuously moving across the sales pipeline and always on the lookout for better offers.
Luckily, companies don’t have to worry about the lead generation process by themselves. Sales performance management can be improved partnered with companies like Hey DAN that does CRM Data Entry with their voice to crm solution. Your sales team may now focus more on nurturing their leads, and closing sales.
Leads are the lifeblood of a great CRM system. For most CRM systems, a CRM lead is a kind of customer who could already be in your sales pipeline but has not completed their lifecycle yet.
Unfortunately, not all leads are made equal. Focusing on the wrong ones can be detrimental to both your company’s budget and your teams’ time. So what are the types of leads in a CRM system?
3 Main Types of Leads
Information Qualified Lead (IQL) – Cold Lead
In the early stages of interacting with your customers, companies are often given contact information in exchange for freebies, promotional offers, or relevant information. With a stream of nurturing activities from marketing and sales teams, IQLs need to learn more about your company, your offerings, and how it answers to their particular needs.
IQLs can be considered cold leads. More often than not, it’s good to keep tabs and regularly maintain your relationship with them. However, they shouldn’t be a priority for your team’s follow-up strategies.
Marketing Qualified Lead (MQL) – Warm Lead
Marketing Qualified Leads are a kind of lead that is likely to convert into sales. While they’re not likely to buy right now, they are likely to respond better to being nurtured. MQLs are also called warm leads. After a combination of time and effort, they can become paying customers.
Different companies will have different ways of qualifying an MQL. It is often a combination of the prospective customers’ positive interactions with your marketing campaigns, their existing history, or how well they fit into your ideal customer persona.
Sales Qualified Lead (SQL) – Hot Lead
A Sales Qualified Leads is also what you call a hot lead. The main difference between MQL and SQL is their readiness to commit to purchasing your product or service. After being qualified by marketing, prospective customers are nurtured by sales teams to avail of your product or service.
Through careful vetting, sales qualified leads to feel that their needs are understood. The marketing department’s budgets are also better spent, and the sales teams maximize the effort they are putting in.
Nurturing Every Kind of Lead
The key to a great CRM system is knowing exactly where each lead is in their buyer’s journey. As a rule of thumb, it’s always best to prioritize the hottest leads first before going after the colder ones.
It’s not enough to have a lot of leads. You also have to find good quality leads. With limited time but a mountain of opportunity, sales teams need help to find the best prospective customers at the right stage and the right time.
One way to make sure that each lead is taken care of until they are ready to be closed by sales is by working with Voice to CRM enablement companies such as Hey DAN.
With their data management system, consulting services, and opportunity spotting technology, they can help you nurture each kind of lead at every stage of the sales pipeline.
During unpredictable times, many employees are buckling under the weight of the new world. Employees look towards their employers for stability and comfort. It’s not easy to engage multiple people at once, especially for big companies who have thousands on their list.
Luckily, a well-implemented CRM system can make all the difference. Here are a few ways to engage your employees with your internal CRM system:
CRM Strategies for Internal Employee Engagement
Ask employees how they are
With the rise of work from home arrangements, many employees are still struggling to adapt. Creating avenues for employees to share their new grievances will give upper management a better insight on how to improve their productivity and overall happiness.
Give mental health support
Regardless if an employee is doing well or needs help, offering help is always welcome. Whether it’s sending them discount coupons for hiring cleaning teams or tips for stress relief, it’s good to make employees know that their mental wellness is a priority for their company.
Greet them on special days
When you keep track of relevant details about your employees, it becomes easier to greet them on their special days. From birthdays, mother or father’s days, company anniversaries, and so on, a little acknowledgment goes a long way to making employees feel special.
Suggest ways to bring teams together
Having opportunities to bring people outside meetings are necessary for team building. Employees need to feel like they’re more than just there to do their job. From zoom drinking mixers to online yoga classes, there are plenty of ways that companies can create spaces for their employees to get to know each other outside of meeting rooms.
Give your employees regularly updates on company projects & plans
Companies need to share their vision before their employees can help build it with them. They need to be clear about the successes, failures, and plans to move forward. Sharing insights and progress on company projects and plans make employees see their contributions come to life.
Publicly praise good performers
It’s not enough to share company success. Employees also need to feel like their work is valued. It’s important to thank and uplift employees who have given their time and energy towards bringing projects to life.
Maintaining Your Employee CRM Data
While keeping track of your customer’s CRM data accuracy is already a handful, many companies do not have dedicated teams that make sure that employee CRM systems are up-to-date. Not doing so is a wasted opportunity for companies to maximize their CRM system investments.
With a well-designed employee CRM system, each conversation can be personalized, engaging, and relevant. It’s a great way to make every employee feel that they are valued. Partnering with CRM enablement technology providers such as Hey DAN can make a big difference in making sure you never forget a name, role, and milestone.
Hey DAN uses machine learning and human touch to make sure that every detail that your employees share with you gets logged from ; Hey DAN makes sure that every customer, even your internal ones, feel appreciated.
Hey DAN (formerly Dial-A-Note) is the first Voice to CRM solution that combines technology and intelligence.
P.O. Box 5182
Greenwich, CT 06831
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