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Six ways CRM improves personal productivity

· CRM,Sales Productivity

Simply put, a Customer Relationship Management (CRM) tool can make your life easier.

Nucleus Research will tell you every dollar invested in CRM will bring a return of $8.71. It’s not magic – it’s the ability of today’s CRM to become an all-encompassing business tool that fosters personal productivity.

Here are six key ways a CRM promotes productivity among staff:

  • The ability to manage and put priority to your time – We’ve all got about 100,000 things we CAN do to improve our personal sales approach and process. There are many ways, your CRM can help determine what works and what doesn’t. For instance, the easy-to-access information can determine which leads are more active and the most valuable for follow up. It takes much of the search for information and repetitive deskwork away, leaving more time for what sales staff does best – selling.
  • It improves your customer contacts – Imagine if you never forgot a phone call. Imagine if you were prompted to reach out to a “keep warm” lead at the appropriate time. Imagine if you have records from your last contact. Imagine the ability to reach out on a regular basis through CRM marketing abilities to keep your contacts engaged and knowledgeable.
  • Faster response times and easier access and sharing of information – Today’s CRM offers field service capability. Can you imagine assessing a request from the field, and being able to access information from customer billing, to product portfolios to service contracts right from your field tablet or even phone? And never mind field service – what about within your own office being able to access all pertinent information without the aid of another internal department.
  • Greatly improve the information available for decision making – The more you know, the better your decision making. CRM can show you trends that help you develop future planning. It can quickly point out success and failure in marketing attempts. Intelligence capabilities can research for you key individuals, key projects, and directions of an individual company. And the depth of the information housed within your CRM gives you a complete picture of any prospect, lead and client, giving you the best possible information to choose your next step in your relationship.
  • Reduce the training time to ramp up and train new team member – Key to proper adoption of a CRM system is the development of a repeatable sales process. When everyone follows the same set of rules, it’s so much easier to ramp up a new employee. All their peers become trainers. A CRM system can help prevent missteps through a necessity to provide critical information.
  • And then, there’s the benefit when staff turnover. Have you ever lost a customer because their records needs, future plans were all safely tucked away in a departing sales staff member’s head? When you record all contact within a CRM system, then the next person to take on a contract is right up to speed.
  • The ability to better manage roles and responsibilities; elimination of non-productive tasks – You can benefit greatly just in the preparation to adopt a CRM system. As you determine the steps of your business process to mirror within the system, it’s very common to find duplications of effort. For instance, in a non-CRM world, multiple departments may create multiple customer records. In some companies, the same information could have to be entered four, five times depending on the situation – rather than simply being entered once and accessible by a CRM user.

The tracking capabilities with a CRM can help provide a better picture of what processes deserve more and less manpower, allowing you to reposition staff for better productivity.

Business has evolved. It’s become more complex. It’s become global. It’s essential you grow with the increasing demands of your prospects, leads and clients.

That means properly adopting business technologies to aid your journey. A strong, efficient CRM system feeding continuous information for best possible business results and customer relationships is essential.

Rick McCutcheon is a Dynamics CRM MVP with expertise in sales process design, social selling and CRM strategies. Rick has been involved in the CRM industry since 1990 as a company founder, senior executive, reseller, industry association board member, educator consultant and professional speaker. He is the creator of the Full Contact Selling (FCS) methodology for Dynamics CRM. He can be reached at rickm@fullcontactselling.com

 

Simply put, a Customer Relationship Management (CRM) tool can make your life easier.

Nucleus Research will tell you every dollar invested in CRM will bring a return of $8.71. It’s not magic – it’s the ability of today’s CRM to become an all-encompassing business tool that fosters personal productivity.

Here are six key ways a CRM promotes productivity among staff:

  • The ability to manage and put priority to your time – We’ve all got about 100,000 things we CAN do to improve our personal sales approach and process. There are many ways, your CRM can help determine what works and what doesn’t. For instance, the easy-to-access information can determine which leads are more active and the most valuable for follow up. It takes much of the search for information and repetitive deskwork away, leaving more time for what sales staff does best – selling.
  • It improves your customer contacts – Imagine if you never forgot a phone call. Imagine if you were prompted to reach out to a “keep warm” lead at the appropriate time. Imagine if you have records from your last contact. Imagine the ability to reach out on a regular basis through CRM marketing abilities to keep your contacts engaged and knowledgeable.
  • Faster response times and easier access and sharing of information – Today’s CRM offers field service capability. Can you imagine assessing a request from the field, and being able to access information from customer billing, to product portfolios to service contracts right from your field tablet or even phone? And never mind field service – what about within your own office being able to access all pertinent information without the aid of another internal department.
  • Greatly improve the information available for decision making – The more you know, the better your decision making. CRM can show you trends that help you develop future planning. It can quickly point out success and failure in marketing attempts. Intelligence capabilities can research for you key individuals, key projects, and directions of an individual company. And the depth of the information housed within your CRM gives you a complete picture of any prospect, lead and client, giving you the best possible information to choose your next step in your relationship.
  • Reduce the training time to ramp up and train new team member – Key to proper adoption of a CRM system is the development of a repeatable sales process. When everyone follows the same set of rules, it’s so much easier to ramp up a new employee. All their peers become trainers. A CRM system can help prevent missteps through a necessity to provide critical information.
  • And then, there’s the benefit when staff turnover. Have you ever lost a customer because their records needs, future plans were all safely tucked away in a departing sales staff member’s head? When you record all contact within a CRM system, then the next person to take on a contract is right up to speed.
  • The ability to better manage roles and responsibilities; elimination of non-productive tasks – You can benefit greatly just in the preparation to adopt a CRM system. As you determine the steps of your business process to mirror within the system, it’s very common to find duplications of effort. For instance, in a non-CRM world, multiple departments may create multiple customer records. In some companies, the same information could have to be entered four, five times depending on the situation – rather than simply being entered once and accessible by a CRM user.

The tracking capabilities with a CRM can help provide a better picture of what processes deserve more and less manpower, allowing you to reposition staff for better productivity.

Business has evolved. It’s become more complex. It’s become global. It’s essential you grow with the increasing demands of your prospects, leads and clients.

That means properly adopting business technologies to aid your journey. A strong, efficient CRM system feeding continuous information for best possible business results and customer relationships is essential.

Rick McCutcheon is a Dynamics CRM MVP with expertise in sales process design, social selling and CRM strategies. Rick has been involved in the CRM industry since 1990 as a company founder, senior executive, reseller, industry association board member, educator consultant and professional speaker. He is the creator of the Full Contact Selling (FCS) methodology for Dynamics CRM. He can be reached at rickm@fullcontactselling.com

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