● CRM is mostly used for monitoring your customers and keeping track of their interactions with you
● Email marketing campaigns are tailored towards bringing in customers, informing them of updates, and/or engaging; this is where the content messaging is important
● And marketing automation is a suite of tools aimed at automating the process. CRM is one of the tools used to automate the process
● Increasing how much you make from your services
● Reaching a wider audience
● Building deeper and more meaningful relationships with your clients
● Showing clients how they can get the most out of your service
● Personalizing the customer experience so that your clients are ready and willing to stay by your side long-term
● Come up with reasons why customer retention may be an issue: Be ready to be honest with yourself. Think objectively about the service you offer your client and its inherent value. For example, maybe many clients express that they do love the service you offer and that they think it saves them a lot of time. Unfortunately, they just struggle to track the workload. In that case, you might brainstorm ways to streamline the process for your clients so that they use your service without sacrificing too much of their own time.
● Identify and mend hiccups in your sales process: As you know by now, making a sale is a process. No two customers’ journeys are the same. That said, trends are worth zeroing in on. For example, if when reviewing your sales process, you find that many customer interactions grow tepid after that first onboarding call, you may want to consider how you can bolster communication to ensure that your customers remain engaged. If you run a marketing agency, you might make an effort to touch base with each new client by offering a list of weekly ideas.
● Address customer concerns head-on: Customer complaints will happen. It is all part of doing business. What matters is that you address any concerns promptly, thoroughly, and honestly. Even if you do not have an immediate answer to a customer’s problem, you should communicate how you plan to go about solving it.
● Automate what you can: Let us face it, automation makes everyone’s lives easier––not just yours but your customers’ as well. When your customers do not feel bound by outdated processes, they are much more likely to stick around long-term.
● Ensure that your data are consistent: Do the numbers add up when you review them? You want to review carefully, as even small mix-ups can make for confusing processes both externally and internally.
● Integrate your website’s tools and tracking software into the CRM: Consistent technology makes for more consistent processes across the board, which in turn leads to a smoother customer experience.
● Integrate customer support information into the CRM: When you can access customer support information from one centralized place, you will find it much easier to connect with customers.
● Compare and combine your sales and marketing data: All data matters and can tell an important story. Bring all the information together and let it tell that cohesive story.
● Growth rates track increases in areas such as profit, sales, and email subscribers
● Upsell rates determine how often customers spend more than intended
● Time spans, such as lead velocity (time between acquisition and sale), pipeline stage length (how long for a customer to work their way to purchasing), and how long it takes for your staff to resolve issues customers may have
● Customer lifetime value (CLV) relates to projected revenue per customer
● Customer acquisition cost, or how much it cost to obtain a successful lead
● Churn rate measures how often customers leave