Business Growth Spurs a Need for New Technology
Business growth is great. Isn’t it what every business owner or manager strives for? Growth brings many positive changes to your business, but often comes with a need for new technology. Customer data becomes even more important for sales and customer service but managers can no longer rely on manual processes or spreadsheets to capture key data. Consider a customer relationship management (CRM) solution to capture the data you need and use it to boost sales and customer satisfaction.
Where Is Your Customer Data?
Many sales professionals know their customers very well. It’s important to understand customer needs, anticipate potential demands and be responsive when they call. These insights are essential for a successful business relationship, but they are often only known to the specific sales person. So much can go wrong when customer data isn’t readily available or easily shared with other sales professionals, customer service teams or business leaders.
- What happens when a sales representative gets sick or goes on vacation?
- What happens when they leave and go to work for a competitor?
- How do you know customers are receiving the attention they need?
- How will you know when a customer is frustrated and the relationship is at risk?
If you don’t know where your customer data is, you can’t use it to nurture customer relationships. However, that’s not the end of it. Without a centralized location for customer data, it’s difficult to gain an understanding about the demographics you serve, which products or services are profit-building or those that are profit-draining. Customer data becomes even more important with business growth which is why it’s important to capture, analyze and manage it within CRM.
Centralize Customer Data in CRM
As business grows, it becomes increasingly difficult to keep tabs on each customer’s needs or demands. Centralizing this information in CRM makes it easier to be responsive. Microsoft Dynamics 365, formerly known as Microsoft Dynamics CRM, provides a centralized location for customer data. You can manage data for each customer within an account including details regarding product preferences or specifications, current and historical orders, shipping requirements and other information. Written, email and other communications or notes can also be tied to the customer account. Any sales or customer service representative or business leader can easily attach or review data associated with each customer.
Dynamics 365 also includes workflows and other time-saving automations that can be utilized to strengthen customer ties. You can set alerts to notify key leaders when a sales order is completed, for example. Sales representatives can use these alerts to perform specific follow-up tasks, such as initiate a phone call to ensure products were delivered on time or to send marketing communications to spur a new order. These tasks can be performed through mobile devices to ensure that customers are receiving consistent, prompt attention from your sales and customer service teams. Since many sales professionals spend a significant amount of time out of the office, they can still stay in touch with customers while at a conference, as they meet with other customers or work from home.
Boost Sales and Customer Satisfaction with CRM
The more customers you gain, the harder it is to keep up with customer-specific details and preferences, respond faster to changing needs and stay in front of them on a regular basis. CRM centralizes data and makes it easier for sales and customer service teams to nurture these important business relationships. Contact OTT, Inc. for more information on using Dynamics 365 to get to know customers better and leverage these insights to boost sales and customer satisfaction.