Updating and navigating CRM (Customer Relationship Management) software is about as fun and exciting as watching the grass grow. It can be cumbersome and time-consuming to update every customer interaction that you have. Sometimes, it can even be downright frustrating. Oftentimes, sales executives are time constrained while on the job and cannot update the software until they get home late at night, which means that time spent with family or time spent relaxing is secondary to more work. Despite all this, a properly maintained and updated CRM software can mean the difference between success and failure.
Here are the main reasons why it’s important to not only have this tool, but actually use it.
It helps your day stay organized
Having a slammed schedule is nothing out of the ordinary for a salesperson. It seems like no matter what, there is always someone to call, someone to pitch, or an issue that needs resolution. Prospect and customers will always be pulling you in every direction. CRM software allows you to track the status of your prospects/customers, which will allow you to prioritize your leads. This is crucial for time management and for having your day go in an orderly and organized manner.
You’ll never forget anything about your prospects/customers
It’s not uncommon for a salesperson to have hundreds of prospects and customers at one time. Memorizing everything about each and every prospect is not only time consuming, but ridiculously hard. By having a system where you can easy recall vital information about your prospects/customers at the click of a mouse, you’ll ensure that you never forget anything about them. This includes everything from business needs to personal items. This will also help you with rapport building and trust building, which are cornerstones of success in sales.
It helps you with order tracking and logging
Much like the above point, if you have hundreds (or even just dozens) of customers, it’s nearly impossible to keep track of all the orders and the status of each order. At some point, a prospect is going to call you to check on their status. The worst response you can offer is “I don’t know.” You are supposed to be the expert in this transaction. CRM software allows you to track all of this information so you can never be caught off guard.
You can see where you went wrong
Detailed noted about every customer interaction can be a great learning experience too. As we all know, nobody can close 100% of the people that they talk to. Those who close at higher percentages learn from their mistakes and continually improve. If you are honest and reflective, you can see in your notes what could be improved on. This process of self-evaluation and correction is critical if you want to be a top performing salesperson.
It greatly reduces company errors
Mistakes happen. Orders get lost, a bill could be sent to the wrong prospect, etc. There are a number of ways that a mistake can happen. One way to help reduce mistakes is to have a properly updated CRM account of each prospect and customer. Companies who constantly check those records are far less prone to make an error. In the event of an error, this also helps companies correct that error. As we all know, a happy customer is a repeat customer, so any errors that happen need to be corrected ASAP. This is a way to help that process.
Yes, updating CRM software can be time-consuming, boring, and might even elicit feelings of being micro-managed. At the end of the day, all CRM software aims to do is organize prospect/customer data in an easy to recall and understand format. If your company offers CRM software, I highly encourage you to use it as much as you can. If your company does not offer this software, you can go out and search for/buy it yourself, or even just use a simple Excel spreadsheet – whatever works best for you personally. The end goal is to have a complete database of records which allow you to quickly pull information up about your sales process. There is no downfall to using this – all it does is increase your likelihood of success.
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Author: Jason Karaman
Hello! I’m a marketing, sales, and customer service expert, trainer, author, and doer. I live in the South Carolina Lowcountry with my wife, Ashley. I enjoy reading (history, philosophy, and science are my favorite topics), writing, hiking, kayaking, and all things beach. For media inquiries, send an email to JasonKaraman@ExpertCaller.com