Lots of businesses I talk to, of ranging sizes, don’t have a CRM strategy or know what’s the best CRM software to drive it. CRM (Customer Relationship Management) isn’t as ambiguous as it sounds, nor does it have to be a huge project from day one. It is, however, fundamental to all businesses wanting to drive sales and keep customers.
What is CRM?
In a nutshell, CRM is about having a specific approach – your own approach – to doing business that can really transform the profitability of your company. CRM isn’t software – software is just the enabler – CRM is about how to sell smartly, make the right decisions and create a brilliant customer experience that keeps your clients coming back for more.
Benefits of CRM
At the core of CRM is the ability to determine who are your best customers, the most profitable ones and their lifetime value. If it’s costing you a high amount to acquire a customer who will bring low revenue you can make a strategic decision not to spend time in that market space, instead focusing on prospects who will bring you more business.
Information is power in CRM. By having your customer data in one place you can analyse it and slice and dice it to power up your sales efforts and look after customers long term. Sales and Marketing teams or individuals will benefit hugely from this. Sales teams will have access to real time customer data and marketing will be able to segment your prospects and customers nicely, making marketing relevant and more effective. The customer is the focal point, and they will benefit as communication and services will be tailored to them.
What’s the best CRM?
CRM isn’t an IT project, but you will need the right software to drive and automate your CRM approach. It can be difficult to know which CRM is best, as the small business software market is swamped with CRM products, each with their own way of doing tasks and integrating with back office tools such as Microsoft, Google and other software such as Xero. Choosing the right CRM for your business is a minefield. I help clients define their CRM approach and decide which is the best CRM product to drive it. I’ll help you get up and running with whatever level of support you require.
Here’s what my clients say
Liz has been working with us for the past 9 months on advising and guiding us with some IT solutions and approaches to help us manage and grow our business effectively as we scale. CRM was a fundamental piece of work. As a collective we are not the most technologically savvy and she has done an amazing job of making things clear, simple and compelling to engage with and implement. She really knows her stuff, is a real expert in her field and installs really trust and confidence. She is so passionate about helping and supporting us and nothing is too much trouble or issues too trivial. It’s like having a fabulous can do member of the team as she integrated and got on with all our different personalities so well. She has totally helped us up our game and performance.
Biba Binotti- CEO – Global Warriors
Liz worked with us to really understand our specific needs and created a solution within our existing CRM software. She then provided training to the team to ensure that we could all use it effectively. It is working well for us and has already had a demonstrable impact in terms of our efficiency, time and cost-management.
Kate Matthews- Director – EST Group