According to a survey conducted in 2017, Singaporean entrepreneurs were amongst the fastest adapters and consumers of customer-centric technologies, the top of which were online CRM software systems. They were only second to India.
With such an appetite to make the businesses customer-centric, many business leaders just flowed with the trend and adopted the technology. It is with good reason. If cash flow is the lifeblood of a business, then a CRM Software is the central nervous system. It links the business with its clients and links different parts or departments of a company.
Here are some suggestions on how you can make the most from your CRM Software.
Start by Choosing the Right System
You wouldn’t walk too far with a designer shoe that’s too large or too small for your feet. In the same way, you cannot do exploits in your business with a mismatching CRM system. It has to meet your expectations, be easy to set up, customisable to fit your needs, and flexible.
If you are planning to purchase a CRM software and are stuck on how to assess it’s suitability and performance, you can start by checking out the reviews from other clients. Also, find a peer or a friend who’s already using and ask them about the pros and the cons.
Train Everyone on Using the CRM Software
Most vendors of CRM software in Singapore often provide a starter’s training pack. It often includes some orientation and introduction to basic features of the software.
Make sure all staff are trained on it, at least at the basic level. Also, make arrangements for training on advanced usage for customer contact staff as well as other strategic teams such as marketing teams and expert user training for teams involved in strategy building.
A CRM software is pretty much like a smartphone. The more you know about it, the more you can take advantage of its features. Unless you know how to take selfies, download and use social media, scan QR codes, or link to the internet, a smartphone will operate at under capacity.
So, don’t be stuck with basic operations of storing and retrieving customer information only. Let everyone in the company learn how to make the most of it.
Ensure the Software is Both Customer and User-Friendly
Tied to the point above is how user-friendly the CRM software is. The CRM Software does not just store customer data; it also serves them. Therefore, ensure that it inspires usage rather than makes it difficult.
When customers are engaged in a user-friendly way, they are more likely to respond positively. On the other hand, when staffs can juggle around and use the software easily, it enhances their understanding of the entire business and decisions are made with the big picture in mind.
Lastly, Maintain Updated Data
All the above measures will be irrelevant if you have the wrong data or outdated data.
You want to make decisions using the correct information. Also, you don’t want to keep referring to your clients with the wrong mailing address or with the wrong title. Therefore, take steps to ensure that the customer information is accurate and most recent.
This way, your CRM system will be the perfect tool for your service teams, marketing teams, sales teams, and even operations.