Category Archives: Exceeding Customer Expectations

Benefits Of Using A CRM System

At Hold Everything, the virtual office company based on London’s prestigious Regent Street  we have been using a CRM System to help run the business now for a period of time. Currently we are having our own bespoke system written to manage some areas of our business which the current system doesn’t offer.

What is a CRM system?

CRM stands for Customer Relationship Management. This is a computer system that facilitates the collecting, organising and management of customer information which essentially creates a database for you and your company. CRM systems are designed to streamline your processes within your organisation and can be an extremely important management tool.

How can a CRM System help your business.

  1. Help Improve Customer Satisfaction

All communication with the client/customer can be recorded onto the CRM system, this will help you provide a better service for your clients as you’ll be able to quickly retrieve all activity concerning that client. Also, by using this strategy, all productions such as servicing, marketing and selling your products or services to your clients can be conducted in an organised and systemic way.

  1. Improvement of Customer Retention and Revenue

This is a golden CRM benefit, by using the data collected on your system your team can proactively address any at-risk/soon expiring accounts as well as reaching out to satisfied customer/clients to help encourage repeat purchases and upselling of existing services. You’ll be improving your customer retention rates – which should translate into increased revenue for your business.

3. Maximise your Business Performance

By using a CRM system this can help maximise your business performance by increasing your up-sell (where you are offering customers an upgrade relating to their purchase) and cross- sell (offering complementary products/services that are in the same category of their purchase) opportunities. By using both sales strategies which can be easily conducted with a CRM system you will have a complete understanding of their wants and needs as all the client information will be easily accessible and viewable and you can be prompted on when to use your sale techniques.

  1. Improvement on Internal Communication

By having a CRM system in place this helps build up better communication within the organisation. Sharing the customer data between departments will encourage and enable you to work as team. Each employee will have access to answer the customer/client questions involving their services or products. A major benefit of this allows a healthy, functioning, well-informed team which overall will help increase the company’s efficiency and offer a better service to your customers.

  1. Optimise Your Marketing

Another brilliant CRM benefit is allowing you to optimise your market by using a more targeted and cost-efficient marketing programme. By understanding your customer/clients needs and behaviour you will be able to identify the correct time to promote new products/services and promotions. The CRM system will help you divide your customers and give you an insight into which are the profitable customer/client groups to market at. By using the data provided you will be able to set up relevant promotions for each client group and execute them at the correct time. By optimizing your marketing resources in this manner will give you the best possible chance of increasing your revenue.

  1. Valuable Insight to your Organisation

And lastly, want to know how well your organisation is doing? As a CRM system stores all information in on centralised place this makes it a lot easier to analyse your performance. By being able to pinpoint certain information e.g. revenue generated leads/new clients you will be able to generate reports which show this information in clear and precise way. By being able to report data this will help you make more effective business decisions and improve your revenue in the long run. Which surely is the aim of the game for most?!

As mentioned, you can clearly see there are range of CRM benefits that will improve your business whatever size it may be.

So where do I find a CRM System? 

A simple internet search via one of the major search engines will bring up a multitude of choices from companies such as:-

https://www.salesforce.com/uk/

https://www.act.com/en-uk/

https://www.hubspot.com/

https://www.zoho.com/

As with all internet usage there are comparison website that cover the top 10/15 CRM systems, below is one link but the internet searches brings up others options as well.

https://financesonline.com/top-15-crm-software-enterprises-analysis-leading-systems/

Alternatively, you can get a system written just for you.

Rafi Galibov of The Positronic Group says:

‘If you need a CRM, but none of the ‘off the shelf’ CRM’s do exactly what you need, you should contact a developer who can create a ‘bespoke’ CRM for you, one that does exactly what you need to start with and can grow with you and your company.’

The Positronic Group – Bespoke Database Developers using Servoy to create cross platform solutions.

So CRM or no CRM for you – off the shelf or bespoke.

A message from richard Cooper – Treat me how I want to be treated, right?

Virtual Office - Customer Service Image

Treat your  customers how you would like to be treated.  That’s right isn’t it?  After all we all want to be treated well when we buy products and services from others.

I have always lived by this philosophy and found that I have been extremely successful in business as a result.   In my last blog I spoke about my Honeymoon in Thailand and the difference in the culture and approach that I experienced.

I began to think about their concept of customer service.  It was somehow different.  They treated my new wife and I exceptionally well but I wondered if they were treating us how THEY would like to be treated themselves.   From my observations, their culture and lifestyle wasn’t based on the same materialism that we take so seriously here.  So what was it that made their service different?

Then it dawned on me.  Some of the best companies I know all over the world DON’T treat their customers how they would like to be treated themselves.  They treat their clients how the CLIENT would like to be treated.   I felt special because I was treated in accordance with MY expectations not the perceptions of the person I was buying from.

I remember a long time ago – at least five years – at a conference hearing a speaker talk of this and to be honest, it went in one ear and out of the other.   After all I was providing great service and it was working.

What I now realise is that whilst my service was and is still one of the best in the virtual office industry, there are no limits to the way in which we can take our business to the next level by adopting the principle of treating the customer how THEY would like to be treated.

In your business, it’s likely that you will want to grow and build a company.  This will mean adding to your team of employees or, indeed, taking on your first member of staff.  How much simpler will it be to coach them to listen, empathise and treat the client how the client wants to be treated.

We are all different and the way that my team want to be treated as customers will often be very different to mine as will the expectations of our clients.  Therefore one of our company goals this year is to treat our clients just how THEY would like to be treated.

If you “get “this, then I know it’s something that you will see as amazing value to your business.  If you don’t it’s OK.  Sometimes these concepts take time.  Come back to this particular blog in around three months, it may be the right time for you then.   Remember I first heard this concept over five years ago.  That’s how long it’s taken me to understand the true value in this concept, and it was at a time when I least expected it.

As always if I can ever be of any help in relation to anything you read on my blogs then just contact me through this site.  I am happy to help you achieve your goals.

Have a great week.

Richard Cooper -Virtual Office Visionary

Follow me @holdeverything1