I have many people asking me “What does CRM stand for? What even it is a CRM System? Do I need one?” Well, let’s answer those questions in order.
CRM stands for ‘Customer Relationship Management’ and a Customer Relationship Management system is a fantastic piece of software or app that keeps your contacts in one place, makes them accessible wherever you go, helps you to determine what works for your business and what doesn’t, tracks communications, streamlines your customers experience and makes your business look professional and organised.
Do you need one? Well, as an experienced Virtual Assistant with a diverse range of clients I would say yes! And this is why…
Firstly, it is a great place to store all your contacts information, this includes, clients, suppliers and people you have met whilst networking. Far better than keeping that giant pile of business cards in your desk at home! Because it is in the ‘cloud’ you can then access their data anywhere using your computer, phone or tablet. Security wise, it is no less secure than storing it on your computer as all CRM sites are heavily protected with firewalls, virus software and passwords.
You can track all communications with your contacts and store it on the system so you can track what has been discussed with somebody and if you have staff they can see what actions have been taken so you don’t double up.
You can set tasks in a CRM system that will remind you when an action is due or if you have an event or meeting coming up.
You can follow the sales pipelines for clients and using filters you can establish what marketing and sales techniques work for you and what doesn’t.
Not only that but a good CRM system can reply to your customers and tap directly into your Social Media and highlight when somebody is talking about you or enquiring about your business.
There are a whole host of other wonderful things they offer, far too many to mention here.
A regularly updated CRM system can create an excellent customer experience and customers are far more likely to return if they are happy with the service.
As a VA who manages people’s diaries, it is an essential piece of kit. So, for example if I am organising several meetings for a client I can save all the communications, arranged times and venues in the system so that when my client logs in she can see that not only have I been doing my job but, she can see where I am up to so, she doesn’t double up on any communications. It creates a seamless system and makes my clients business look professional and organised.
If you would like to find out more about CRM systems and find out how it could benefit your business, then please contact us for further information.