You and your colleagues have been longing for an automation tool to alleviate at least a part of your everyday struggles, but management doesn’t seem to notice the urgency? You’re certain that a proper customer relationship management system would help your entire company with acquisition, conversion, and retention, but your boss is not very interested in investing in another business tool?
Traditionally, good news travel really slow. Despite all the research, use cases, success stories, and statistics that speak in behalf of CRM’s efficiency, a surprising number of CEOs has remained reluctant to the adoption of new technological solutions. Be that because they feel threatened by digitalization, or because they’re simply not up to date with newest solutions, some bosses will always need a nudge.
Here’s how to convince your management to hop on the bandwagon.
This Is Still the Age of the Customer
Try as you might, but your customers will still have a final say. Everything about the future of your business depends on their needs, whims, and moods, which is why getting familiar with them in close is of deciding importance. It’s what experts call “stepping in your ideal buyer persona’s comfy shoes”.
By definition, customer relationship management is exactly that – a practice that allows you to stay in good terms with your brand’s most loyal consumers, but also to use their behavioural patterns for pinpointing infallible ways of attracting new prospects. All that thanks to a 360-dagree customer view.
If you’re responsible for educating your management on all the perks and benefits of CRM tools, we suggest you lead with this feature. In the age of the customer, being competitive is all about creating the most personalized experiences and continually improving upon your customers’ expectations.
But, CRM Serves Your Purpose Too
While 360-degree view enables you to tailor a customer’s journey that’s both smooth and engaging, other CRM features allow you to track, navigate, and control that journey from the very beginning.
Not only can this solution help you stay on top of what’s happening at each touch point between a prospect and your brand, but it can also empower you with actionable customer data that can be used throughout the customer lifecycle, from acquisition and segmentation to conversion and retention.
In that sense, a reliable CRM tool can improve virtually all aspects of your day-to-day operations. With all of them being streamlined, and some of them being fully automated, the employees could finally commit their time and energy to burning customer relationship issues and professional development.
It Combines Sales and Marketing for Enhanced Results
Marketing automation features are the last word of forward-looking CRM solutions, thus proving that every aspect of a customer’s journey can and should be managed from the same centralized system. First CRMs were merely databases; state-of-the-art tools are both comprehensive and customizable.
All customer-oriented businesses recognize that success on all fronts is the only guarantee for exponential growth. That’s why instead of customer support, they today talk in terms of customer success – a holistic approach that unifies marketing, lead generation, sales, and efficient support.
The best CRM systems can support continual improvement of all these interconnected, but separate fields. They serve as collaboration platforms as well, enabling real-time communication between different departments and 24/7 accessibility of customer data and information concerning sales cases.
Why Stay Static with Mobile on the Rise?
Ever since CRM software systems have become a dominant business tool throughout the industries, their mobile use has been a leading trend in this developing field of technology. The reason is quite simple – why use static, on-premise solutions when you can accomplish the same with in-cloud CRMs?
At first, the benefits of cloud computing on customer relationship management practices were mostly linked to off-premise use cases. Employees could interact with customers on an on-need basis, whether they’re currently at the office or at home. The only thing needed was a connected computer.
Ask your old-fashioned boss to imagine a scenario in which he could glance at the sales progress while waiting in a coffee line. Or, to picture themselves approving a sealed deal while jogging in a park. Employees could use a mobile CRM app as well, finishing their tasks faster, and with more efficiency.
What They Say About CRM ROI Is True
In case all of the previous arguments don’t make any difference at all, CRM systems can speak in CEOs’ language too. Most executives and managers understand little but financial vocabulary, which is why your last argument in favour of CRM implementation should be related to cost-efficiency and ROI.
According to a 2014 study by Nucleus Research, every dollar spent on CRM implementation returns as much as $8.71 in sales revenue. And that was 4 years ago! Customer relationship management solutions have greatly evolved since, with every new feature offering a higher return on investment.
And if to that you add lower costs of customer relationship management-related practices like marketing and customer support, both of which CRM tools successfully facilitate, you’ve got yourself an all-inclusive business kit that’s not only surprisingly cost-effective, but incredibly lucrative as well.
Investing in an entirely new business solution, if that solution is a CRM system, is not risky but smart. These tools have already been around for quite enough time, rendering stand-alone sales automation technology insufficient. One glance inside will be enough to convince any sceptical boss that customer relationship management suites are truly worth employing, onboarding, and using on a daily basis.