Why having a CRM system is important

Why having a CRM system is important

There are many different factors that can contribute to a business’s success. However one of the most important is, naturally, your customers, and looking after, and keeping, them is vital. Yet many businesses don’t have a Customer Relationship Management System, or CRM.

So what is a CRM and how can it help your business?

What is a CRM?

A CRM is an electronic system that helps you to keep records on your customers. An effective system will record all the ways in which each customer interacts with your business. This can include customer communications, including emails and phone calls, plus any prior or current sales data.

Why are CRM’s so helpful?

Improving customer service

Being able to quickly see on a screen the history of each customer is incredibly handy when they contact you. Complaints, feedback, and sales are all there for you or your team members to see.

This allows you to respond in a more personal manner, and to do so more appropriately, which helps you to build a solid relationship with each person. Customers notice when you remember things about them – it makes them feel more appreciated and special – rather than just a number or a name. This makes them even more likely to keep returning for your products or services.

Plus it certainly makes things easier and quicker for you and your staff – by having everything at your fingertips when you need it!

Targeted marketing

With all that valuable customer data in a CRM, it becomes much easier to target your marketing towards specific groups of people. This ensures that:

(a) your customers receive relevant marketing material which is meaningful for them; and
(b) that you get a higher return on investment for your marketing spend (and energy!).

It’s a much more effective marketing strategy, and one that generally leads to more sales than a generic ‘pitch’ would.

Making more informed business decisions

If you want your business to grow, a CRM can highlight opportunities that might otherwise go unnoticed. With prior sales data, plus visibility of any complaints, issues or feedback, you can soon figure out where you are excelling and what needs improvement. It can also identify the most appropriate direction in which to steer your business longer term.

So if you are struggling with customer retention or business direction and you don’t have a CRM in place, it might just be time to invest in one. Don’t keep letting missed opportunities (or valuable customers) walk out your door!

If you would like to discover other strategies to help grow your small business, we invite you to contact the Hart Partners team today on (03) 9600 3220 , or by email paula@www.hartpartners.com.au

Please Note:

Many of the comments in this publication are general in nature and anyone intending to apply the information to practical circumstances should seek professional advice to independently verify their interpretation and the information’s applicability to their particular circumstances.

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