How to Use CRM when Marketing to Older Customers

It is a myth that older people are set in their own ways, and they do not want to change brands. The world is changing, so are the older people. Now you can see more dads in their 50s wearing fashionable jeans and tees than ever before. The point here is; older people are more quickly adapting to the new trends than you think. If you are planning to market your products to the older generation, your CRM system can give you the best support. However, for best results, you need to invest in a feature-rich CRM software like QuickDesk, which lets you set goals, monitor prospects, and reach out your target audience faster. Here are some tips on marketing to older customers with CRM.

Identify their preferences

The first thing you need when marketing to any customer group is studying their purchasing behaviours. This is especially true for baby boomers. This is because elderly people have some special preferences. They are often more interested in high-value items, such as houses, cars, and expensive furniture. Also, they tend to pay more attention when you talk about health and wellness. So some products, such as health insurance and retirement savings plans grab their attention faster than any other items do. Of course, your products may not fall in this category, buy when you know their preferences, you are likely to direct your marketing efforts in the right direction. Use your CRM software to study how your older customers behave when it comes to responding to marketing messages. This brings us to the second point.

Personalise your messages

Older people love it when you give them the importance they deserve. Instead of sending a one-size-fits message, consider personalising your marketing messages for a better response rate. For instance, you can include their name and designation in the message or mention about something they are passionate about. This means you need to know their personal details, likes and dislikes, as much as possible, in the first place. CRM keeps track of every customer interaction, which could help you decide how to personalise a marketing message for an older customer. You can also use social media platforms like Facebook and Twitter to approach older customers. Make sure the information you are using for personalization is accurate. The last thing you want to lose a customer only because you mentioned his name wrong in your marketing copy.

Use email marketing

One proven way to get more responses from baby boomers is by running an email marketing campaign. Older people read and respond to marketing emails more often than the Gen-X or Gen-Y customers do. CRM helps you collect, analyse, and organisecustomer data. Now use that information to create focused, personalised emails for your older prospects. Also, cite relevant stats and facts to validate your claims. Older people are more internet-savvy than you think. They often do a thorough online research before buying a product. If you can do the research for them and provide links to websites from where you got the information, your email is more likely to impress them.

To read previous article, please click here.

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How CRM Helps in Customer Lifecycle Management

Perhaps you currently use CRM software to collect, analyze and organize your customer data. Did you notice how customer behavior changes at different stages of a sales cycle?

Similar to products, your customers also have a lifecycle, and they behave differently at different stages. Thus, your marketing strategy and the way you engage with your customers should vary accordingly. Simplified CRM software such as QuickDesk helps track customer interactions at every stage of the customer lifecycle. These insights enable you to devise effective customer relationship management strategies. There are mainly five stages in the customer lifecycle. Let’s take a closer look at each stage.

Stage 1: Reach

Your aim at this stage is to reach out to your potential customers and gain their attention. At this stage, customers want to know more about your products and services. You should use multiple marketing channels such as social media and print advertising to get your brand message across. With features like auto-dialing, sending SMS broadcast to multiple contacts and DNC screening integration, QuickDesk helps you reach out to your prospects faster.

Stage 2: Acquisition

Here, your primary goal is to collect the prospect’s contact details, including contact number, email, and social profile. At this stage, the customer is interested in your products but is not ready to make a purchase yet. To move customers towards the next stage, your salespeople can start by collecting contact information of customers and entering them into your CRM system. Once you have collected and organized the data, you can use them to implement ongoing communication with your customers through cold calling, email marketing, and social media marketing.

Stage 3: Conversion

Now comes the most coveted phase – conversion. At this phase, the prospect becomes your customer as they make their first purchase. This is your chance to impress the customer by providing them with a great buying experience. If you are selling online, make sure your website is easy to navigate and your payment gateway is secure. You can use your CRM software at this stage to create invoices and send quotations. You can also track the behavior of your customers and find out whether they were satisfied with the purchasing experience.

Stage 4: Retention

At this stage, your aim should be to build a long-term relationship with the first-time buyer. Excellent customer service and after-sales support can help you obtain repeat business from your existing customers. To manage customer relationships at this phase, you need to study your customer’s behaviors and use different marketing techniques for different customers. For instance, you can retain some customers by announcing a loyalty program, while others may be impressed by the good after-sales support. Using a CRM system will provide you with enough information to make an informed decision.

Stage 5: Advocacy

This is the final stage of the customer lifecycle. At this stage, your loyal customers not only continue buying from you, but also promote your brand through word-of-mouth recommendations. Some may even post positive reviews of your products online that will boost your reputation.

For best results, use your CRM software to gain insights into customer behavior and take action at every stage of the customer lifecycle.

To read our previous article, please click here.

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How to Train Your Salespeople to Use CRM

Buying a CRM system is only the first step to increasing your sales. Even if you buy the best CRM software, you may not be able to maximize results if your salespeople are not trained to use it. Most salespeople view CRM as an additional task rather than an opportunity to achieve better results. They choose to skip the learning process and use the time to focus on selling instead. It is difficult to convince them that using CRM software can actually help them sell more. This is why training salespeople to use CRM can be challenging. However, with the right approach and a little planning, you can make the process easier. Here are some useful tips for training your sales team to embrace CRM.

Choose the right tool

The first thing you can do is to choose an easy-to-use CRM system like QuickDesk. Ensure that the CRM software is optimized for sales representatives – it should contain all the necessary features for your sales process, without having unnecessary features that may make it harder for your sales team to use. Next, you should be able to integrate the CRM software with other software systems in your organization, such as your marketing automation software. Lastly, the system should be easy to navigate, as well as provide sales forecasts and details on customer interactions.

Tell your sales team why they need CRM

CRM can be highly beneficial for your company. However, your salespeople will be more invested in using CRM if they know how it would benefit them personally. For example, if they know that the CRM helps them analyze selling trends, identify potential buyers and visualize sales forecasts, they will definitely be interested. Ultimately, you need to tell your salespeople how the new system can help them sell faster and more efficiently – salespeople are most concerned with improving their performance and sales results.

Provide mobile access

Salespeople often need to travel to meet clients and prospects. Thus, it is important for your CRM solution to be easily accessible from any location. Look for CRM apps that are optimized for mobile devices. When choosing a mobile CRM solution, look for essential features such as real-time calling, auto dialing, recorded history and automated activity tracker, lead and task management and Do-Not-Call (DNC) filtering.

Choose the right time for training

Most salespeople are reluctant to adopt CRM as they think learning a new technology will take up time which they can use for selling. One way to reduce rejection is by choosing the right time for training. You should organize training sessions at the beginning of a quarter when there is less pressure for salespeople. Conducting CRM training sessions at the end of a selling period is never a good idea!

Reward your sales team

One way to encourage your sales team to adopt CRM is to reward them for good performance. If someone in the team has adopted the new system quickly, you can make him a team leader and highlight his achievements, to create a positive influence on other team members and encourage them to use CRM. These are little rewards that can go a long way in motivating your sales team to adopt CRM.

To read our previous article, please click here.

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5 Reasons Healthcare Companies should Use CRM

Healthcare companies often struggle to keep records of their interactions with patients, non-patient customers, and physicians. Another major obstacle to their growth is the lack of an organized system to measure ROI. In addition, they also face challenges in implementing workflow automation, ensuring data security, managing compliance and maintaining customer engagement. Simplified CRM Software such as QuickDesk provides a one-stop solution to these problems, which is why more healthcare providers are adopting CRM. If you are still if investing in CRM is worth the cost, here are five reasons why your healthcare organization should adopt CRM.

1. Automated workflows

With CRM, you can automate several repetitive, yet important, tasks, such as preserving medical documents including prescriptions and referrals. Moreover, your staff will be able to access patient data from a single platform. Quick access to accurate and organized patient data will save time, increase productivity and improve service quality, eventually increasing your customer retention rate.

2. Make billing easier

CRM software helps improve your billing system. With CRM, you can keep track of every financial transaction with your patients or vendors. This will help you have a clear picture of your finances without much hassle. You can also use analytics functions to track your accounts payables and accounts receivables.

3. Enhances data security

Healthcare organizations need to have a system in place for protecting sensitive business data and financial information, as they are more susceptible than other businesses to cyber security attracts. CRM software utilizes advanced encryption protocols to tighten data security. With CRM, you can choose who should be given access to your sensitive data and when. Using cloud-based CRM, you can even store your data in the cloud.

4. Improves marketing efficiency

CRM helps you identify your customer groups with the most potential and predict the products that customers are likely to buy. This information helps you plan your marketing campaigns well. You will be able to direct your marketing efforts to customers who are more likely to buy, rather than splurging on one-size-fits-all marketing campaigns. CRM would also help you find out how to target your potential customers, which channels of marketing you should use and the products that you should promote. Overall, this helps to improve your marketing efficiency.

5. Improves customer satisfaction

Knowledge is power. With access to centralized, organized patient data, doctors can quickly check a patient’s medical history and provide advice accordingly. Patients do not need to wait a long time for their doctors to search old records. This improves the communication between patients and doctors. Some CRMs even allow patients to schedule appointments and check medical records on their own. All these help boost customer satisfaction and the organization’s reputation in the long run.

CRM software can also help healthcare companies meet regulatory compliance. Negligence in maintaining patient data often results in penalties for hospitals and nursing homes. A robust CRM system will help healthcare companies preserve patient records in an organized way, eliminating or reducing fines and penalties due to data mishandling.

 

To read our previous article, click here.

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