Technology has always been an essential part of business operations, but over the last few years, analytics and marketing technologies have genuinely redefined the business world. The pandemic saw a rise in online shopping and remote work, and because it’s so efficient to work and shop from home, it seems that those technologies are here to stay. Customer relationship management software has also assisted business owners in streamlining the networking and relationship-building processes. We no longer have to rely on forming relationships with clients at conferences or business lunches, although everyone still appreciates being invited out for coffee occasionally.
It’s those face-to-face and personalized interactions that truly establish business-client relationships. Still, it’s hard to find time to connect with clients when everything is online, and everyone is busy. If you’re looking for a method to help you better manage your team’s daily tasks and customer interactions, you may want to invest in a personal CRM. A personal CRM is a networking tool like LinkedIn but with a more personal touch. It is also an analytics tracking tool, a scheduling tool, and a collaborative communication tool like Microsoft Teams or Slack. Some CRMs are designed around collaboration and communication so your team can maintain an active role in accessing and interpreting your company’s data.
You can choose who has access to a personal CRM, but if you have multiple employees communicating and problem-solving with clients, you want to make sure your clients feel seen and heard across all departments. Communicating via email, phone call, or Zoom can feel isolating. Still, if you keep track of your client’s personal information—a unique hobby of theirs or a beloved pet, for example—everyone on your team will be able to better connect with your clients. It works across departments, too. Your team members are bound to connect better with clients when they can put faces to names and see how their work is making an impact.
A personal CRM has a lot of benefits in terms of employee efficiency and customer loyalty, especially for larger companies with lots of customer data and multiple teams working on the same projects. If you’re curious about how each team will benefit from a CRM and how you can use a CRM throughout a customer’s journey, read on to find out.
CRMs can track metrics, including customer demographics and personalized information related to those demographics. According to Business News Daily, your marketing team can use a CRM to figure out similarities between customers and to tailor their marketing campaigns. Your marketing team can identify which customers prefer certain products or methods of communication. For example, marketing professionals may change their writing style or advertising methods depending on a customer’s geographic location or age, so this data is vital in developing a message that reaches each intended audience.
CRMs are an excellent resource for your customer service teams. It can be difficult to continue providing premium customer service as your business grows, but you can use a CRM to maintain a personal connection with each client. You and your customer service team can use a CRM to keep track of customers’ preferred communication methods, whether by phone, email, or social media. You can track a customer’s background with your company so your clients won’t be surprised when they speak to a new employee who doesn’t know their history. Moreover, you can keep track of commonly reported problems and proposed solutions. Clients love brands that offer a personalized experience, but that doesn’t mean your employees have to remember the names of every single client. A personal CRM can help.
Your sales team will benefit the most from the analytics, metrics, and scheduling features of a personal CRM. CRMs can track a customer’s past purchase history and interactions so your sales team can customize offers and plans based on your customer’s needs. CRMs help your sales team spend more time thinking about what will make your customer happy than calculating numbers and metrics. A CRM can also automate scheduling, meaning your sales time will never miss a great client lead or follow-up consultation.
A customer relationship management system isn’t just for your sales teams. Your marketing and customer service teams will find it easier to keep track of client information. You can also use your CRM to facilitate the management, scheduling, and communication between departments. Whether you’re a business owner or company employee, you can ensure that your CRM is using relevant client information to keep track of meeting dates and metrics while you focus on the stuff that matters: your people.