For anyone who has worked in the customer service industry you know that maintaining a customer relationship management system can be scary. Here are 3 scary truths your office should avoid.
The leaves are beginning to change colors and fall off the trees — personally I think the entire process is beautiful. This is my absolute favorite time of year. However, this time of the year also comes with some scary truths. The temperatures are dropping, snow will start to fall, and Halloween is right around the corner. Halloween is one of my least favorite holidays (though I do enjoy the idea of getting lots of candy). Halloween is my least favorite holiday because I hate being scared.
Your customer relationship management system is a lot like this time of year. Implementing a new customer relationship system — to track customer, client, and prospect interactions and stages — can be scary, but essential. By 2017 the customer management system is said to be worth more than 36 billion dollars. There is so much good that can come from a good CRM but there's also some scary truths.
- “Between 25 and 60% of CRM projects fail to meet expectations…” (Source)
A lot of work goes into setting up a relationship system. Hearing that 60% of CRM’s fail makes getting started difficult. In order to make sure that you are not part of that scary statistic you should follow these simple steps.
Establish Goals
Layout a list of goals that your team wants to be displayed in your CRM. Knowing what your teams wants to get out of your customer system will keep your set up on track.
Meet Regularly
Before setting up your CRM, make sure that you meet with your core team regularly. This will allow for initial brainstorming during your meetings and evaluating after. When setting up a CRM you will need time and several meetings to evaluate the process from start to finish.
Draft a Plan
During your regular meetings make sure to draft out a plan. You should also draft how tasks, contacts, organizations, opportunities, etc. will be logged. This will keep everyone in your office on the same page and your CRM clean and organized.
Manage Responsibilities
It is important to establish who is doing what in your CRM. Each area of your CRM should have an admin. The person responsible for each area can make sure that all information is being imported correctly and managed successfully.
Doing these simple things before you implement a CRM will ensure that your efforts will be worth while.
2. “As of 2012, companies still had not taken advantage of 80% of potential benefits from CRM use.” (Source)
Are you taking advantage of the tools in your office? More often than not (CRM or otherwise), each tool in your office has one overarching purpose. Many tools now come with their own extensions, plugins, and add-ons. It is important to evaluate these extras that come with your CRM of choice.
Select one member of your team to evaluate the list of goals your team has come up with to see if any add-ons can help you reach these CRM goals.
3. “78% of consumers have bailed on a transaction… because of a poor service experience.” (Source)
Your CRM will help you maintain the relationship with your customers. With a maintained and organized system you will know the exact history of each of your customers. No one wants this scary truth to happen to their customers.
As the ghosts, spiders, and pumpkins start to find their way into your office make sure that none of these scary statistics sneak up on you, too. With all the right tips and tools, your customer relationship management system will be a success and not a horror story.
Wondering how to integrate Ving with your customer relationship management system?
Track your Vings in your CRM by attaching the short URL in the notes section of a customer’s file. Every member of your team will know exactly which Vings were sent and when. Not using Ving? Start engaging with your customers today! Ving can distribute self-help articles, tutorial videos, follow-ups, and much more.
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