CRM stands for Customer Relationship Management. It is a strategy used to develop stronger relationships with customers in order to generate loyalty and sales. Today, we not only want to keep customers, but our friends, online and offline, and our members in our business networking groups.
Unfortunately, the most common CRM method that we see in small businesses is hit or miss, like throwing darts at a board with a blind fold on.
Guessing at what your customer’s wants and needs are will rarely produce results.
Keeping your customer relationships alive and thriving is the key to their loyalty.
Basic Tips for keeping your customers:
The customer is a priority. Customers are smart enough today to know when your focus is more on sales then on them and their needs. When you lose focus on the customer, you lose loyalty and sales.
Understand your customer. Gather information about who your customer is, where they go and what their needs are. Do surveys, get point-of-sale feedback, run contests or set up a social media group. Just listen.
Find a system that fits your company. Experts will agree that over 70% of CRM systems fail. Why? Lack of commitment to the customer and lack of understanding about what methods best supports their business. What works for you? Infusionsoft, Salesforce, SendOutCards, Constant Contact or a combination?
Start small and manageable. Develop a plan. You might begin with an email campaign, social media or a newsletter first. Then when those first steps demonstrate results, your company can look at the next element of your strategy.
Get everyone on board. From salesman to manager, get everyone connected to your CRM strategy. Don’t let disregard for the company’s vision fracture your strategy. Empower your staff and sales team with knowledge, inspiration and tools.
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