Often, when we start our small businesses, our biggest clients are our friends, family, and acquaintances. Maintaining a personalised relationship with our customers at this stage is usually easy. We are usually able to maintain great connections with our customers and therefore receive referrals and amazing reviews as a result of our personalized services. However, as your businesses grow, customers multiply, and it becomes more difficult to keep tabs and feedback from every single client. This is why most growing and successful businesses require a Customer Relationship Management (CRM) system.
What Is A Customer Relationship Management Tool?
Customer Relationship Management systems are automated to manage all details and contacts of your customers and potential clients. Information stored may range from their contact details to their preferences, former communications, emails, previous purchases, sales details, follow-ups, deadlines, and any other notes collected from your customers. There is no limit when it comes to CRM.
With a CRM tool, you can centralize all your data and the data collected by all your team members in one place. Holding everything in one place lets you maintain meaningful personal connections with unlimited clients. While additionally allowing for the scalability of your business, the generation of analytical reports, and collaboration with your team members.
Why Not Spreadsheets?
According to a study by HubSpot, about 40% of salespeople still use informal tools such as spreadsheets for CRM. While using a Spreadsheet has its perks, such as affordability, as your business grows, spreadsheets will just not cut it if you’re aiming for efficient and productive relationships with all your customers.
For instance, spreadsheets limit your entries for each client’s information. When working with a spreadsheet, you might find it easier to only record the customer’s basic contact information. On the other hand, CRMs allows you to track every detail of the customer’s information across the sales funnel.
Additionally, as you hire more people in your team, you will require a system that allows all team members to access the information in real-time and collaborate. Research has shown that 65% of businesses adopt CRM in the first five years of operations. The rate of adoption has also been proven to get higher as businesses employ a larger team.
Furthermore, Spreadsheets do not offer automation, marketing campaign options, or integrations with other apps, such as emails. Moreover, they do not generate useful insights and comparative reports on your customers. Therefore, it might be time you consider upgrading to a CRM system.
Let’s Cut To The Chase
Small businesses find a challenge moving from spreadsheets to CRM due to fears of complexity, integration, or cost. However, you can leverage the many user-friendly and free CRM tools for small businesses, such as Trello or Hubspot, to get you started. As you grow your customer base, you may invest in a premium subscription with more advanced features.
If you’re still unsure whether a CRM is a great fit for your business. Or if you need any help getting started with CRM for your business, you can consult a Virtual Business Manager to set up an automated CRM system. We’re here to help you grow your operations, manage your current & potential customers, and maintain a personal relationship with each one of them, no matter how many they are.