The Covid-19 pandemic has led many businesses to shut their doors and put their exponential growth on hold. Restrictions and guidelines put in place to keep us safe, have in many cases, caused irreparable damage to many industries and SMEs alike. Where sustaining your business was once likened to treading water, now it feels more like swimming against the rising tide. And a business that has neglected to invest in CRM software is potentially at a higher risk of laying off staff and ultimately closing its doors forever.
CRM, or customer relationship management software, has proved to be a vital tool in building customer relations and targeting specific customers in marketing campaigns. CRM is critical in helping SMEs maintain customer relations and sustain high levels of customer service, by building trust and rapport with those essential clients. Post-pandemic, you may find this software to be the lifeline you need in those choppy waters – you can find out more about CRM systems here.
Read on to discover why CRM software will be more important than ever post-pandemic.
No Contact? No Problem!
Whether your office is waiting for confirmation to open, or your clients are still cautious about contact with people outside their “bubble”, CRM software means that these kinds of restrictions and concerns don’t hold your business back. CRM is a centralised cloud-based system for all your client contacts and information – everything from their contact details to their communication histories, quotes, orders and even support requests and resolutions are available in one manageable place. This gives your sales teams and customer service experts the information they need to provide a fully tailored experience without face-to-face contact.
Accelerate Returning to the “Norm”
Post pandemic, businesses will need to focus on clawing back lost revenue and re-establishing their client bases. This means that sales processes and digital marketing campaigns will need to be streamlined to get displaced teams up and running and earning revenue as quickly as possible. CRM makes all this possible, thanks to automated capabilities that make order processing, sales forecasts, lead management and even running sales and customer service reports all viable within seconds. This means rapid ordering processes and high customer satisfaction!
Maintaining client numbers has always been an integral part of your business, but in these unprecedented times, preserving those customers and keeping them on your books has never been more crucial. CRM makes customer retention easy and gives your sales and customer service teams a detailed insight into relevant data, presenting them with opportunities to upsell and highlight products that may be of interest to certain buyers. Personalised interactions and detailed insight into the life cycle of your customers means customer service improves, with the opportunity and tools needed to resolve queries – you can troubleshoot faster than ever this way. And when you have happy customers, they’ll be less tempted to look elsewhere.
The Road Ahead
The roadmap out of the pandemic will be difficult for various reasons, however from a business perspective, when you have CRM by your side, you’ll be able to hit the ground running and build a stronger business.