If you’re not already using a CRM, your business is missing out on opportunities to build and grow relationships. Your CRM data is an incredibly valuable resource that you should be using daily. It can offer deep insights into what your customers are doing online – helping you stay on top of how their business is changing and what their goals are. Store your data properly in a centralized location (CRM) and update it regularly so you can offer help, advice, or even upsell with ease.
Letting your CRM data become outdated can be detrimental to your business as a whole. If you don’t regularly use your CRM to keep your customer records up-to-date, you risk letting the customer experience fall by the wayside. This increases churn, which is the opposite of building brand loyalty.
Keeping your customer data clean and usable is a team effort . Everyone, from marketing to sales to customer shareholder database support, has a role to play in creating a data goldmine.
Make Contact Position. Everyone on your team should know what the contact pipeline looks like. This way, the marketing team isn’t randomly sending messages to current customers, the sales team isn’t chasing cold leads, and your support team can easily refer a former customer back to the sales rep. A typical contact pipeline looks like the image below.
contact-pipeline-chart
Promote Good Note Taking : There's nothing worse as a customer than feeling like a number instead of a name. When your sales and customer service teams leave solid notes in your CRM , it's much easier for everyone in your business to provide a personalized experience for every contact in your database.
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Invest in a CRM your team loves. Clean, simple, and easy-to-use software is the best way to drive adoption across your entire team.
INFLUENCE OF TAGS : Tags help you categorize your contacts based on their interests, actions , and more. Work with your team to create sets of tags to add to your contacts. For example, you can use tags to segment your contacts by the product or service they’re interested in. Then segment your customer list and offer them relevant offers and incentives. It’s an easy way to upsell and cross-sell your customer stream, building brand loyalty.
Leverage LEAD S Core: Lead Scores are valuable insights that show how engaged your contacts are in your CRM. This is a super powerful metric configurable in many CRM software, meaning you can give more weight to specific contact actions or attributes. For example, you might find that contacts who fill out forms on your website are highly engaged and increase their lead scores accordingly.
Analyze your lead scoring data and find the sweet spot lead score where your leads are most engaged and ready to buy. This will help you target more enthusiastic fans and improve your conversion rates . You can also use lead scoring to find your most loyal customers, allowing you to target great candidates for referrals, case studies, and reviews.