As a small business owner, you must know the importance of customer satisfaction. In and amongst all the daily challenges of running a business, it is easy to lose sight of your customer support network. Are a majority of your customers happy? Why or why not? What can you do to improve upon your customer experience rating?
The fact is that ensuring customer satisfaction is incredibly difficult for small businesses because they often lack resources to provide necessary support.
It is in this context that a CRM makes a lot of sense. A basic CRM will track data points on all your customer’s preference and search history, and share this information across multiple internal departments. A robust CRM like Salesforce will take it a step further and integrate a task management portal specifically for the sales team, so that customer data can be turned immediately into sales material. Here are four indicators that it’s time for your small business to invest in a CRM like Salesforce:
Indicator # 1: You Have Too Much Data to Manage On-Site
Collecting data points is an important part of business management, no matter what size of business you operate. Having an idea of your net and gross monthly revenue is always going to be helpful, but it does not isolate the reasons for an increase or decrease in profit. Predictive analytics and behavioral tracking make it possible to isolate the specific causes of an upswing in profit – but storing the data might not be possible with your on-site hardware limitations. The solution? A cloud-based CRM like Salesforce takes care of all data storage and hardware updates for you.
Indicator #2: Your Customer Retention Rate is Falling
Customer retention rate is an important indicator of how well your customer service platform is working. Are you able to tell which customers are buying what from you? If not, you are missing out on a huge cross or up-selling opportunities. The Salesforce CRM tracks the behavior of all your leads and past customers so that you can optimize your sales strategy with a personal approach.
Indicator #3: You Don’t Have Useful Reports on Lead Tracking
Lead nurturing is a complicated process that never goes the way you expect. Every customer is going to take their own time through the sales process, and you need to know where all your prospects are before making your next move. At a certain point, you will have too many leads to track on an Excel sheet. An automated system that alerts you to a needed action on a prospective customer is a far better use of your time and resources!
Indicator #4: The Spreadsheet Model Is Costing Valuable Time
Leaving aside the lead nurturing issue, let’s say you have to make a new hire after one of your senior employees takes a job elsewhere. This happens all the time for small businesses. Showing a new hire the system from A-Z takes plenty of time and pushes the whole business back in terms of growth potential. With a CRM, the infrastructure is the same for everyone and learning the system is made easier with the help of a trained Salesforce Administration expert.
If these indicators all apply to your business, then it’s time to make the jump to Salesforce. At Cloud Co-Op we specialize in Salesforce implementation and administration. Contact us with your story and let’s schedule a consultation today.