subject: Getting The Most Out Of Small Business Crm Software [print this page] The biggest advantage a small business has over big businesses is the personal touch and being able to treat your customers as people, not just numbers. Small business CRM software provides small business with the opportunity to leverage the basic advantage of being in touch with all aspects of your business and knowing your customer personally. As the name Customer Relationship Management implies, you will be able to improve your client contacts and service.
Remembering birthdays and following up on past sales when the itch to replace is just about ready to scratch are a snap with this software. But these are basic functions. What is needed when evaluating CRM software is to draw up a list of functions you would like the application to have in terms of managing your customers proactively. A good idea might be to look at techniques recommended in some of the better books on salesmanship: chances are, many of the facilities will be available.
Other aspects might be if you have problems with returns or customer complaints or following up on inquiries. Is there some way the software can be used to track or follow-up on these issues regularly? Nothing makes customers unhappier than to have problems or inquiries ignored. Regular follow-up and excellent service may make them yours for life. Of course, there is software designed to track customer complaints, but this is also an important part of your relationship with your customers. You need to be able to check up on this before you go in to see the customer or while with the customer. If you can access this information from your mobile device in some way, that is all that is needed.
An important point to remember is that any application is only as good as the information put into it. You must be sure to capture everything relevant to a customer and keep the information up to date. A solution that runs on a smartphone or other device that you always carry with you is ideal. You are much more likely to forget if you have to wait to update, so do it immediately.
Something else that may be neglected is to take backups of this data. Remember, this cost you a lot of sweat to capture and mobile devices are frequently lost or stolen. Back up the data at least once a week and be sure you keep a hardcopy or some other record of recent updates to make sure you can recreate all the information you had on the device.
Like most other aspects of business, discipline is an important element for the most effective use of small business CRM software. Make sure it will do what you need it to, keep the information current and, most importantly, keep it handy. It is your electronic reminder service and the more you use it the better your results will be.
