CRM solutions provide a host of benefits for business. But it’s fair to say that maybe not all businesses need a CRM system. But how do you tell? If your business would benefit from a CRM solution, you would want to know, right? To help untangle the myths and misconceptions surrounding CRM, we’ve compiled a 7-point checklist. If you recognize your business in any of these telltale signs, it’s time to investigate CRM.
What you will learn in this article
- Why you need CRM
- The business benefits of a CRM system
- 7 telltale signs you need to invest in a CRM solution straight away
- When you do not need a CRM system and why
- What your next step as a small business should be
Why you need CRM
There are several factors involved in the decision-making process. However, any business that is experiencing growth should have CRM on its radar. CRM stands for Customer Relationship Management. You’re going to need it to keep track of all your customer interactions and improve customer experience.
The benefits you get with CRM
Choose the right CRM solution for your small business, and your company can grow exponentially. Implemented correctly, a CRM system will:
- Store and manage all your customer and prospect data
- Keep track of all your interactions
- Win more customers
- Help your sales team close more deals
- Improve customer service
- And automate marketing and other business processes
7 clear cut signs you need a CRM system
You can’t keep track of every prospect
Your alarm bells should be ringing if keeping tabs on prospects is becoming Mission Impossible. If you’re forgetting follow-ups and losing leads to competitors, then it’s definitely time to get a CRM system in place.
A CRM system lets you create a sales cycle and an entire timeline of interactions with each lead. You can then set dates and alerts to remind you about follow-up actions.
Your prospects use multiple contact points
If prospects and customers talk to multiple people within your company, it is easy to lose track of what has and hasn’t been communicated. With so many people in the mix, the room for slip-ups is massive. One message not passed on could easily spell disaster.
By contrast, a CRM system is a centralized point for everyone to document their interaction with the customer. That way, you will know what has happened already before you contact the customer or prospect. A cloud-based CRM ensures everyone in your company can collaborate and get the information they need, even if they are out of the office.
You are a B2B company
CRM systems are particularly well suited for the B2B environment where contacts are linked to company accounts. However, there is also a case for using CRM if you are a B2C or a hybrid mix of B2B and B2C.
You rely on instinct
If essential business decisions are based on gut feeling or instinct, you will come unstuck sooner or later. A much more reliable method on which to base decisions is the data you can obtain from a CRM system. The overview and reports you can run means forecasting is based on hard data rather than personal intuition. Or the arm you broke ten years ago suddenly feels painful.
You manage the sales team
If you’re in charge of sales, you naturally want to make sure details of prospects are under your personal control. CRM enables you to monitor each team member to see what they are doing and when. Not only that, you will be able to see how they are performing against targets and the customer value they are producing for your business.
Just as importantly, a CRM ensures the integrity of the sales pipeline should a salesperson decide to leave your company. Everything is logged and recorded, so you’re not losing valuable information should someone move on to another job elsewhere.
You have a lengthy sales cycle
Some long sales cycles can last months. It’s all too easy in these circumstances to lose track of where you are in the pipeline. Or what happened when you were last in touch with the customer. If this sounds familiar, you need a CRM system to pull up the customer profile and history. This is especially helpful if, say, a team member has left in the meantime. Then, you can instantly see what has already happened without having to turn detective to figure it out.
You run marketing campaigns
If you run any sort of marketing campaign, send out a newsletter, or segmented marketing, life would be a whole lot simpler with a CRM system. The integrated marketing tools in CRM let you track all your marketing efforts and see what is and what isn’t, making prospects respond.
Signs that businesses don’t need a CRM system
Not all businesses need a CRM. Here are a few examples of those that don’t and the reasons why.
- Your weekly number of leads is low – Fewer leads mean less to remember.
- You only have a small number of large customers – If you only have a few key customers to juggle, it’s relatively easy to manage them. A CRM would probably be overkill.
- You have a short sales cycle and no repeat business – If you don’t have repeat business, then you need to log detailed customer histories.
- You are a B2C company selling online – If this applies to you, a B2C marketing system to capture sales history will be a better option for you instead.
A CRM system, despite what you might think, is not outside the reach of small businesses. They, too, can obtain the undisputed benefits that a CRM system brings. The main message is to ensure your CRM selection is sound and a good fit for your small business objectives. So check out our free trial or reach out to us for further information about your CRM solution.