Customers today are well-informed, and have high expectations. As your business expands, whether by offering new products and services or entering new markets, your customer relationship management (CRM) tools must evolve too. In fact, you might already have outgrown your existing solutions without realizing it., also make sure that presence of your brand management techniques are well felt.
Here are nine warning signs that your system no longer works, plus tips on how to address the issues.
1. You’re losing customers when salespeople leave. Your agents are an important part of your sales process, but you need to know as much as they do about each of your customers. Make sure your system is set up to create customer profiles, so you start retaining customer information the moment a prospect begins to send buying signals.
2. Customer information is out of date. Having customer profiles is good. Making sure yours contain current, comprehensive information and can be accessed by teams from sales, marketing, and service is even better. This way, when customer tastes or needs change, you can adapt your relationship accordingly.
3. Lack of follow up turns leads cold. Even with the best marketing and sales teams, some leads fall through the cracks. Track interactions with prospects and customers, and help your team personalize communications to keep more leads interested and engaged.
4. Lack of customer and marketing insights. It isn’t enough to know how close customers are to making a purchase. You also need to know their needs, budget, and tastes. When customers share this sort of actionable information, your staff should be able to use each new insight, strengthening customer relationships across marketing, sales, and service.