The past few years have seen some major changes in how
customer relationship management (CRM)
is incorporated into the sales cycle. For instance, companies are increasingly
implementing cloud-based software for their CRM
systems, and customers are demanding quicker response times and regular contact
through live chat or other customer-driven interactions.
The CRM
software industry has met the demand for these new technology requirements, but
now is not the time to get comfortable with your current processes. Growing
sales means that you are continually adapting to your customers’ needs. Here
are a few changes
on the horizon that will impact the CRM
outlook:
Hang up the Phone
Customers will keep trending toward talking with you via email,
social media or live chat. They are becoming less likely to pick up the phone.
Particularly those that are members of Generation Y use the phone less than any
other group as a way to interact with business contacts. This segment of the
population is looking for multiple interactions points, but all outside of the
telephone.
Focus on Technology
Millennials are looking for a customized fit when they make
a purchase. For that reason, your sales organization should have a strong
online presence, with a robust internet site and a vivid social media profile.
Prioritize Accessibility
Millennials are accustomed to a 24/7 schedule of
connectivity, so they will not be interested in doing business with companies
that will not answer a question over the weekend. So, one way to easily improve
your connection with customers is to have a CRM
system that is quick and convenient for your reps to use, even over the
weekend.
Harness Social Media
Be shareable over social media. Regularly post resources or
updates about your company and what you have to offer. Social media has turned
the CRM
outlook to focusing on supporting the bi-directional loyalty that is now
occurring between companies and its customers. Customers want to share what
they like on social media. Make sure that your company is reaping the benefits
of this trend with CRM software
that nimbly handles social media data.
Utilize Visual
Marketing Tools
The current generation dominating the workforce has become
dependent on online video for information. Consider focusing on visual
marketing tools. This gives you something interesting to post on social media
and can get conversations started that tell you whether a contact may be
turning into a potential customer.
CRM outlook is
trending toward an increased role in social media. Make sure you have a CRM solution that is adept at analyzing data from
social media and using it to grow sales. Call Front Row Solutions to talk about
the options we have for a customizable CRM
system that can handle all your opportunities and help you grow sales.
