CRM: Customer Relationships are the Heart of Small Business

You are a small business owner, and you might be thinking: do I really need a CRM?

The short answer is… Yes you probably do.

Are you a growing company or a stagnant company?  CRM is important for small business success because small businesses are more community based and relationship based than bigger coporations. As as small business owner we need to track all our clients, partners and other network connections.

A recent report by Salesforce reveals that companies that are growing are most likely automating processes using a CRM (Customer Relationship Management) platform to track customers.  Yet currently only about one-third of small businesses are using a CRM platform.

So what are the others doing to track customers?  They’re most likely using spreadsheets that need to be manually updated and using their inbox to track customer interactions. There’s no possibility of errors here!

What is CRM and what can it do for your business?

So what can a CRM system do for your business? What started as a contact management system has evolved into a management approach/tool  that organizes all business operations around the customer lifecycle – from marketing and sales through billing, customer service and retention. It’s enabled by special purpose CRM software that’s integrated with other business applications, and done well, it helps companies increase: revenue, customer retention, employee satisfaction, and overall productivity, through operational accountability, alignment, and insights.

To foster growth it can be used to track leads, follow up with prospects and nurture them through the sales process.  CRM is also used to maintain customer loyalty by making key information easily accessible to personalize the customer experience allowing enhanced customer support.  All of these processes can be automated where manual processes can drag the business down.  As much as 23% of the day is often spent on manually entering data into different systems.  What could you do with that 2 hours out of an 8 hour day?

Why don’t you have a CRM?

If you have a small business, we understand you never have enough time to do everything that needs to be done.  You’re worried about high priority tasks falling through the cracks and you know you need to watch where you invest your money. Even if you know CRM can help you take control and accelerate growth, you may lack the in-house expertise required to implement CRM yourself, and/or you believe you can’t afford it.

Price is often the reason business owners say they don’t consider investing in a CRM system.  There are CRM applications that cost as little as $12 per user per month up to hundreds of dollars per month.  There  are even some available that offer free starter versions.  The important step is to select the system that best fits your business needs, implement it properly and train your employees to use it effectively. How can you afford to not use a CRM?

Keys to a Successful CRM

Selecting the CRM system that best fits the needs of your company and works the way you do is imperative.  With so many options out there, how do you know which one is best for you? You do it with the help of an experienced CRM coach. Take a look at our CRM Selection and Implementation Process.

Mocko Consulting is dedicated to helping small businesses succeed through the effective implementation of Customer Relationship Management (CRM). We combine our background in business analysis, understanding of the full IT “stack”, knowledge of numerous CRM applications, and application integration expertise, with the deep satisfaction we get from helping small businesses like yours reach the next level.

Do you want to know more? Click here to schedule a discovery meeting.