Sunday, December 25, 2016

5 unconventional ways to use CRM

If you think CRM software can only be used to improve sales, think again. Most businesses fail to unleash the full potential of this tool. With a little innovative thinking, you will find much more ways to use CRM to your advantage. CRM software lets you collect, organise, and analyse your customer data. Here are five unconventional ways to use this valuable information.

Predict future purchases

A thorough analysis of your customers’ purchase history may help you predict how many of them are going to buy your products in the next season. You can gain insight into your customers’ buying pattern and predict their possible purchases. The analysis would also help you identify any potential risk of losing customers well in advance. That way, you can prepare for any increase or decrease in your future sales.

Monitor your brand reputation

Building brand reputation is possible in the short-term, but it is even harder to maintain a strong reputation over time as it requires consistent effort. If it keeps fluctuating, you should keep an eye on the variable graph at all times. However, knowing how your customers perceive your brand is not easy. Simplified CRM software such as QuickDesk lets you track customer interactions and monitor customer feedback on social media. This helps you to get a clear picture of your brand reputation on an ongoing basis. With feedback such as comments from existing and potential customers across different platforms, you can improve your audience engagement strategies and drive better results.

Identify customers with the most potential

When you run email campaigns or social media campaigns, you may receive a lot of replies from potential customers. While there may be many people who express interest, not all of them would eventually become customers and make a purchase. If you can identify those who are most likely to buy from your company, you can send them a promotional offer to close the deal sooner. However, how would you identify such customers? Your CRM software can help you do this. By collecting data using your CRM software, you can identify which of your potential customers are more likely to make a purchase. Building a brand loyalty helps the business in the long run.

Collaborate and grow

One common reason many projects fail is the lack of collaboration. If your organisation stores data in different databases, you could be hampering the growth of your company. You should ensure that different departments in your company are linked to each other and all of them have access to your customer data on a centralised platform. For instance, you can allow all departments to access your CRM data so that they have access to the necessary information that can help them make informed decisions quickly.

Build partnerships

CRM software allows you to identify potential opportunities to form business development partnerships. Some CRM systems come with features like pipeline reporting and spreadsheet exports. You can use those features to monitor transactions with your customers, vendors, and contractors, and then identify which of these relationships have the potential to become long-term partnerships.

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Friday, December 23, 2016

4 Common Mobile CRM Mistakes You should Avoid

Mobile CRM helps your sales team access customer data anytime and anywhere. With greater insights from data, they can make better-informed decisions and close more sales deals. However, if you want to unleash the true potential of mobile CRM, simply loading the software on your salespeople’s mobile devices would not suffice. You need to ensure that they are proficient and are actively using the system to improve their performance. While more companies in Singapore are adopting mobile CRM software, many make some common mistakes in implementing it. Here are four common mistakes to avoid.

1. Not providing the necessary training to salespeople

There is no point investing hundreds of dollars on mobile CRM if your sales team does not know how to use it. You should provide adequate training to your sales representatives to reap the results from your efforts. Mobile CRM tends to be less complicated than desktop CRM, however, your salespeople would still need training. This will guide them in using the special features, knowing how to import or export customer data and track metrics, among other functions. Besides conducting training sessions, you should distribute user manuals and other helpful guidebooks or documents to support your sales team in learning how to use mobile CRM.

2. Not using mobile metrics

Simplified mobile CRM applications such as QuickDesk allow you to measure the success of your CRM campaign using different metrics. As mobile analytics is capable of making accurate predictions, it can play a key role in guiding important business decisions. Using mobile metrics allows you to track customer retention rates, conversion rates, sales cycle periods and other important metrics that would help you make timely and well-informed decisions.

3. Not choosing a simplified product

When choosing CRM software for use on mobile devices, you should consider whether it is user-friendly. Some products are equipped with unnecessary and complex features, which will lead to your salespeople taking weeks to learn how to use the software. Some of them may fail to adopt it despite giving them adequate training. You need to choose a product that is easy to use and has only the necessary features that you require. It is always a good idea to choose an application that is feature-rich but not feature-heavy. For instance, Quickdesk is available on mobile and provides all the required features to help your sales team drive sales productivity, including importing and exporting contacts, setting goals and tracking activity, real-time calling, and recorded history and automated activity tracker.

4. Ignoring security challenges

It is extremely important to choose a secured CRM system as security risks are higher on mobile platforms. To that end, you should take some important steps. For instance, you should always keep your files encrypted and use a strong password to protect your device from hacking attempts. If necessary, seek advice from experts on how to ensure 100 percent security while using mobile CRM.

If you can avoid the above mistakes, mobile CRM can benefit your business more than you could imagine.

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Wednesday, December 21, 2016

How to use CRM to improve your brand reputation

Your brand identity is how your customers perceive your company. Their perception depends on various factors, including your service quality, product range, after-sales support, and how you respond to customer queries. If you can consistently deliver good quality on all fronts, customers will eventually start praising your brand. They will value the overall customer experience more than the product or service you are selling. However, earning such a strong brand loyalty and reputation is not easy. It requires consistent effort. Your CRM software can help you strengthen your brand. You can use your CRM to collect and analyse customer data and create, distribute, market your brand message.

Here are some ways to use CRM to boost your brand.

Monitor customer interactions

Simplified CRM software like QuickDesk allows you to keep an eye on real-time customer interactions. You can keep track of the latest interactions between your salesperson and customers easily and even respond to customer queries immediately. When you resolve individual customer queries quickly, customers will be impressed and your reputation will grow.

Respond to customer feedback

With CRM, you can manage customer feedback effectively. CRM systems let you record, analyse and respond to customer feedback in an organised way. For instance, you can analyse customers’ feedback and identify their concerns. Once you spot the pain points of your customers, you can take quick actions to resolve them. In this age of internet and social media, one bad review can harm your brand reputation. On the other hand, a couple of good reviews can boost your brand reputation immensely and build credibility for your brand. CRM allows you to monitor customer reviews and identifies common patterns so that you can respond to them in a timely manner.

Track common factors

CRM helps you gather information and about your customers, such as demographic factors, age, and buying preferences. By identifying patterns in the information, you can categorise your customers and send customised messages to each group. The more targeted and personalised your messages, the more effective they are. For instance, you can announce special discounts or offers on the eve of a local festival for customers that are likely to participate in that festival.

Refresh your brand reputation

At times, you may need to refresh your brand message by improving your marketing strategy to make it more relevant for your target customers. CRM lets you listen to your customers on social media platforms and understand their current perception of your brand. If you find too many negative comments, perhaps it is time to refresh and rebuild your brand image. Your CRM software will help you understand which aspects of your current business are not working. Do you need to change the way you do business now? Do your customers expect more from you? What do you need to change? Once you find the answers to these questions, they will guide you in refreshing your brand reputation.

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Tuesday, December 13, 2016

How to improve your CRM System

If you are spending a large amount on your CRM software but are still not getting the desired results, you need to review the issues that could be affecting your results. It could be that your sales staff is reluctant to use CRM. Or perhaps, you are not using the latest CRM features. Another possibility is that you are not tapping the full potential of mobile CRM. In fact, there could be many reasons as to why your company is failing to make the most of CRM. Here are some useful tips on how to improve your CRM system.

Integrate CRM across internal departments

One common mistake most companies make is that they integrate CRM only with the sales department. Besides sales, other departments should have access to your CRM system as well. In fact, anyone who deals with customer data should be linked to your CRM system. That way, you will ensure that every department is kept updated on the latest customer data. For instance, your front office executives should have the latest information about potential and existing customers, including the stage that they are at in the buying cycle and whether they are following your newsletter. Without the latest information on how a potential customer is interacting with your sales team or the current stage of the sales cycle that they are at, your front office employees may fail to engage them, missing out on an opportunity to turn the prospect into a customer.

Train your employees

Simply investing in a costly CRM tool is not enough. You need to make sure your employees know how to use it. To that end, you should organise CRM training sessions regularly. Train your salespeople, new hires, managers and other staff in using the CRM software. One method would be to identify your tech-savvy employees and provide CRM training to them first. After they have mastered the necessary skills, they can help to teach other employees in their team. For best results, opt for simplified CRM software like QuickDesk that is easy to use and saves time on training.

Use the latest features

If you want to improve your CRM system, consider using the latest CRM features. Many companies, despite having an advanced CRM tool, fail to make the most of all its special features. Invest in seamless, intuitive technology. For instance, QuickDesk comes with advanced features, such as Real Time Calling and Auto Dialing, Automated Activity Tracker, and Do Not Call (DNC) filtering. You can also create invoices, set reminders for leads, and keep track of your leads. Some CRM software even allows you to schedule appointments with clients from Google calendar or send invites.

Integrate with social media

It is also important to integrate your CRM with social networking platforms. It will help you in finding details about a prospect’s social media activities. For instance, if you have your prospect’s email address, you can easily find all their social media profiles and read their posts. This helps you gain knowledge of the likes, dislikes and buying behaviour of the prospect. Eventually, this will guide you in devising a more effective marketing strategy and increase sales.

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