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  • Top CRM Software for Small Businesses in 2021

    Best Customer Relationship Management Software for Small Businesses in 2021

    For any business, small or large, developing strong relationships with customers is a critical factor for success. Using customer relationship management (CRM) software can help companies organize important data from multiple locations into one convenient interface.

    The ability to track and analyze every interaction with a customer or prospect increases customer engagement and keeps the customer where he or she belongs – at the center of your focus – and helps you close more deals and win more business.

    Research has shown that a properly integrated CRM solution can generate ROI from approximately $2.50 to $5.60 for every dollar invested in the solution.

    Salesforce, one of the leading providers of Customer Relationship Management software, found that using a CRM solution can increase sales by 29%, salesforce productivity by 32% and sales forecast accuracy by 44%. Today’s competitive landscape is more crowded than ever, and the ability to tailor your engagement process to fit each customer is an advantage that will help your company stand out.

    The right CRM software will make your salesforce vastly more efficient, and help to identify cross-selling and up-selling opportunities. You can also take advantage of inbound marketing techniques that leverage your website and search optimization, combined with a content library, to bring more qualified prospects into the fold.

    Customer Relationship Management software will capture extremely detailed information about customer behavior and preferences that can inform targeted marketing, product development and sales activities. The right CRM software can help you raise your business to a new level. (more…)

  • CRM Increases Productivity, effective customer expansion

    Firstly, some organizations until today think about CRM software as just a system that collects and stores data about customers and handles their relationship with them.

    Beyond that, through the effective functionals provided by the CRM software the company can increase productivity, that drives to increase revenues, and expand more the base of customer foundation as well.

    The CRM software ensures better customer satisfaction over a speedy customized customer service, and eventually more sales and customer loyalty.

    CRM Increases Productivity, Expand Customer Foundation Effectively

    Whereas other businesses, count on the customer relationship management CRM software, to streamline and control, the traffic of the workflow day to day, which would increase the team’s productivity and efficiency.

    Estimation statistic from the Nucleus research showed that the average return on investment from CRM is nearly $9.00 for every dollar spent.

    So if you are still thinking that CRM software is just a data mining tool you must change your opinion after complete reading this blog.

    How CRM Software Increases The Productivity

    The best CRM software must match with your need and strategy to grow the performance and revenue, through some options they offer open source to customize the plan of the work

    Thus when we talk about the sales and customer support.

    The CRM can streamline the process, control the workflow activities and interactions, deliver the proper customers information to the sales, marketing departments, as customer service as well, through some essential tools functions such as:

    1- Integration With Email And Phone

    Keeping the customer data updated all the time, by using the CRM platform that maintains and store email addresses and phone number in the system automatically.

    Operating the different communications channels within CRM, keep the process controlled, where information can easily be shared to the right agent or department, this allows employees to focus on actual customer care rather than on logging calls and entering data.

    2- Integrated Client Profile

    The integration with customer’s data allows everyone that interacts with the customer to access all the information seamlessly, which includes the previous communications.

    Within the detailed customer profile, that allows an easy and vast view about communications, document, and promotions associated with a specific customer on one convenient screen.

    As the team can work on desktop or individually on mobile from multiple locations through the network, the need to deliver a coordinating customer data and communications become vital with the integrated client profile feature.

    3- Mass communications

    The CRM software offers the mass communications tool that is vital, to deliver and provide the customer with information needed simply and effectively.

    This communication tool uses a customized email or SMS to whole or segmented customer lists, in less time than the traditional methods.

    What makes the CRM an intelligence choice, have the ability to keep continuous communication with the customer, analyze and review the effectiveness contact operation, With mass communications through CRM, all contacts are automatically logged and organized within the customer profile for convenient access in the future.

    4- Management Mission System

    Internal communication would be more effective when employees use a unified single point to delegate missions and participate in projects and hold contact between diverse departments as well.

    The management mission system is a vital point for any CRM platform, allow to set various tasks, share pertinent files, and prioritize them, all these features give the organization an overview of the progress of the project.

    The fact of using a unified point doesn’t mean that should work just on office location, there more options through the cloud-based solution offered for member works on remote or other various locations.

    5- Integrated Information-Based

    The essential function of integrated information-base is to offer employees a quick and easy access for the pieces of information, they need to deliver a proper and consistent message to customers that meet their requirements.

    When a customer contacts the service support to ask for any information about product or service promotion, it important that precise answer is communicated regardless of who provides the service.

    This the purpose of information-base, offered by CRM software, the customer support, or any other department can count on the information-base can quickly access answers to frequently asked questions and account details in order to assist customers with the answers that they need, that push them to be more productive away of chaos.

    6- Reminders & Calendars

    Commitment with appointments not less important of any other factor, and deliver to a customer the message of incompetence.

    The fact for creating more trusty with an employee about the customer  deadline or any other timeline, improve employee efficiency and leave the effect of organization and professionalism and this drive more loyalty.

    The reminders and calendars are an essential tool on CRM software, allow employees to count on one unified platform for day-to-day tasks and other functions organization.

    Corporate calendars may be integrated with personal calendars to prevent double booking and to streamline the scheduling process.

    7- Mobile Access

    As the mobile device becomes a part of our daily life, to the business world become most important, access to the CRM form a mobile device increasingly matter, as mobility and traveling become part of work in some situations.

    Due to the new technology many CRM software offers a mobile app, to make access possible from anywhere, to search customer information, manage reports, access to files templates it simple now.

    Include the data update about customers or employees before the meeting is vital to a mission that can be completed by accessing the CRM on distance.

    Cloud-Based Infrastructure Solution

    Another technology solution increasingly matters where businesses can’t afford any more the high cost of the desk infrastructure, especially the startup businesses.

    Cloud-based CRM software corporate for effective growth which translate on decrease expenses of the office technology infrastructure, software, and hardware, with fewer employees on another side.

    With the progress, the cloud-based CRM software witness improved reliability and more data security, compared to their software-based counterparts.

    5 Ways To Expand Your Customer Base

    It’s all about realizing who your customers and prospective customers are and promote the relationship you have with them.

    In other words, customer relationship management is the art of maintaining and running a good relation with your clients, understand your customer expectations, and offer more than they can expect.

    Due to the new technology of CRM software process will be more streamline and defined ;

    1- Reach The Right Customer

    One of the marketing surveys showed that 79% of all marketing leads are never  complete the process of purchase.
    Source, PARDOT

    By using the CRM software you will achieve the most benefits as possible through the marketing tools, email, social, marketing automation

    The sales and marketing department now can have an obvious overview of customers and new leads, they can create and target engaging communications to turn prospects into customers and reach key decision-makers faster.

    2- Build A Sustainable Relationship For The Long Term

    The statement has shown that 46% of the sales leaders are interested in deep customer relationships as the key for sustaining success.
    Source, Salesforce*State Of Sale*

    If you have a profound realizing about your customer’s interactions, and overview on his history from the beginning with your company, you will have the chance to build a strong relationship founded on trust mutual success, the technology of CRM software helps you to achieve this goal in obvious steps ;

    A- Explore Their Needs And Challenges, use the CRM system to record notes what matters to your customers, their preferences, challenges, and needs at the end of each interaction, thus you can use this information at the next exchange, pick up exactly where you left off with a quick review.

    B- Engage In The Plan, after realizing and understanding your customer’s business objectives you can recommend the proper promotion for products or services that meets their goals, on accurate time, by using CRM software you will know more detail, such as what they have purchased and how they are using your products or services, so you can provide the most relevant content and information for the next plan.

    C- Expand Your 1-To-1 Relationships, more clients prefer the customize the personal experience, and as your business starts growing, it becomes more challengeable to know the details of each interaction and customer, CRM system manages this operation effectively by hosting emails templates, set up task reminders, and enable phone calls to help you connect with customers faster and easier.

    3- Decrease The Cost Of Sales

    The probability of selling to a new prospect is 5%–20%. The probability of selling to an existing customer is 60%–70%.

    Attracting the new leads is essential to keep growing but it would be a little bit challengeable or expensive, you can offset the expenses  acquisition costs through sales to your existing customer base, get a deep and vast overview of your upsell-cross sell opportunities, the CRM can help you to improve the sales performance in some points,

    – Improving Sales Efficiency, give more attention and priority to the appropriate leads and opportunities that are highly estimated to convert and close depending on customer interaction.

    -Boosting Sales Effectiveness, realize which customers are active, to determine the right time to reach them for an optimal exchange and response.

    -Increasing Upsell And Cross-Sell Opportunities: have a vast overview of all opportunities that are on the tack, and deals previously on progress  so far.

    -Discover Referral Opportunity, instead of keeping paying to attract more new leads, or wasting time cold calling, catch untapped opportunities in your existing market segmentation customers.

    4- Provide Better Customer Service

    Whenever the service offered to the customer is on the top customized and accurately, you will win the customers loyalty.

    The CRM offers a unified database to facilitate the work for each one of customer team support, can access quickly and easily to a customer’s complete history, everyone can quickly provide personalized messages and solutions, with the right resources.

    Smoother interactions build trust and encourage repeat business.

    5- Improve Customer Retention

    As a conclusion for the previous steps that drive you to grow your hallmark and business, the obvious visibility across all relationships and interactions with your customer can help your teams proactively address at-risk accounts and present satisfied customers with new opportunities at just the right moment.

    Invest your time and money into the proper CRM software that accurate and meet your plans, and strong customer relationships will pay dividends for years to come.

  • Collect data and build your list for email marketing

    Step three

    Build A List Of Information And Target Audience,

    Successful email marketing starts with a quality list, after all, Marketing 101 tells us that we need to know our audience.

    Do you know your list?

    Take some time to note what information you have now and make a plan for how to capture additional information over time, the more you know about your readers, the easier it will be to provide valuable content within your communications, for our example company, their lists currently look like this:

    List Name Source of List Permission Status Known Fields
    Customers CRM Yes Exported and ready name, address, phone, email
    Product A

    Prospects

    		 Trade Show No, need to invite Spreadsheet, ready name, email
    Interested Prospects Website Yes Text file, ready email

    Now think about what information you have and what you’d like to know about new prospects and customers, typical information below:

    • Demographics (marital status, income, location, etc.)
    • Interest area (product A or B, specific service, information, etc.)
    • Amount purchased, donated, etc.
    • Business info (industry, title, etc.)
    • Time frame for making a decision,

    Budget

    The most powerful aspect of email marketing software is that you can segment your contacts based on known information, letting you send targeted and personal messages.

    1- Collecting Data at the Right Time

    After you have determined what type of data you have and what you need, the next step is to determine at what point you collect that information.

    Do you ask for it all up front?

    Depending on your target audience, you may need to limit the amount of information asked initially so you don’t put customers off, here are a few additional times you can collect information:

    1-Have the Thank You page ask for additional information post-subscription

    2-Include survey questions throughout the life of the newsletter

    3-Include a survey in the confirmation or welcome email

    4-Prompt subscribers to update their information periodically

    2- Plan for a Growing Email List

    An important element of any email marketing strategy includes plans for continuing to grow the list, below are ideas for planned tactics to promote each newsletter ;

    1-Include “forward to a friend” in all outbound emails

    2-Drive all prospects to the website from all advertising

    3-Have newsletter opt-in box in the checkout of e-commerce area of the website

    4- Put website on all basic company docs: stationary, business cards, etc.

    5-Have customer service ask all callers if they’d like to receive the newsletter

    6-Include a link to the newsletter sign up form in email signature (all employees, especially support and customer service staff)

    7-Add sign up form for the newsletter on the website in a prominent area.

    Note, If you have no list and are starting from scratch we suggest:

    -Start collecting email addresses from website.

    -Appending email addresses to your existing prospect/customer database

    Collect data and build your list for email marketing

    Step Four

    Organize By Department Or Group

    So far we have reviewed the purpose of email marketing and have looked at how it can complement existing marketing activities and provide a way to capture new leads and help build relationships, you know your audience now, so the next phase of building your email marketing strategy involves getting organized internally.

    After you have outlined how email marketing can fit into your own process and have identified your audience, you will start to see many opportunities of how to organize the information to reach your original goals.

    A simple communication chart will help you understand the role of each of your external communications and will help you get a feel for the resources required to produce each item.

    Here’s an example:

    Communication Owner Audience Format Purpose Frequency
    Monthly newsletter Marketing Customers, advocates, community, analysts Template Retention Monthly
    Promotion update Product Marketing Prospects, customers Unique each time Acquisition As needed
    Press release PR Journalists Stationary template Inform As needed
    Industry newsletter Channel Marketing Prospects, customers Template Retention Bi-monthly

    As you can see from this example, opportunities for email communications exist among other departments.

  • What is it that the CUSTOMERS want

    “What exactly are they looking for?”

    In order to be a successful one, a business needs to touch its customers in a way no other business can. Customers are the primary stakeholders in any and all businesses. Why so?

    1. Organizations are extremely dependent upon their customers. In case they fail to develop customer loyalty and satisfaction, it is very likely they will lose their customers, which translates into failure.
    2. … Because without customers, the organization would not have come into being.
    3. The main purpose of the organization is to fulfill the needs of the customers and satisfy them.
    4. The customers make it possible to for the organization to achieve its aims and objectives.

    Thus, the ultimate success lies in listening and responding to the customers’ needs. Therefore, the importance of Customer Relationship Management cannot be stressed enough. It is essentially an important part of the overall business management.

    Following are the steps that possibly all organizations must go through in order to build fruitful customer relationships:

    • Determine which of the customers’ needs and/or goals coincide with those of the organization.
    • Establish and maintain a bond with customers through effective communication
    • Develop positive feelings between the organization and the customers so that they know who to turn to.

    However, during the course, the organization must not deviate from another one of their primary objectives – making a profit and moving forward. And on the other hand, customers want great quality for a reasonable price. Therefore, these two somewhat contradicting points must be very intelligently managed and a balance must be created.

    The CRM can influence the organization in many ways – for starters, the main focus of the organization moves from their product to their customers (which, is pretty much the same thing but a little more specific). Additionally, this means restructuring the offer to cater to the customers’ needs, and not what the organization can make/offer.

    It goes without saying that an organization’s success is governed by two things – customer satisfaction and making profits (as previously indicated). These two have an interdependent relationship – providing a better service to your customers than your competitors is likely to bring handsome profits. What makes CRM so effective? CRM is known to not only improve the service to customers, it also should also reduce costs, wastage, and objections and complaints. Moreover, a good CRM will also reduce staff stress significantly, this is a result of the reduction in attrition.

    Through CRM, instant and extensive market research becomes possible since you are now open communicating with your customers, which helps you study the patterns in the market, much better than any market survey could give you.

    It is obvious how great CRM also helps you develop your business: customers stick to you for all their needs; customer mix-up rates go down, recommendations to recent customers from increasing numbers of satisfied customers to help make them take decisions; and overall the organization’s service flows and teams function more competently and more merrily.

  • Customer Relationship Management (CRM), Almost Love

     

    It was an honour for both Michael Krigsman and I to talk with Paul Greenberg , considered by numerous including myself as the Godfather of CRM, and the smash hit’s writer, authoritative book on client relationship administration (CRM) titled ‘CRM – at the Speed of Light, Fourth Edition’. In our video, we talked about the which means of being a client organization, advertising and social CRM, the pertinence of net promoter score (NPS) and above all the investigation of embracing.

    Our examination began with what it intends to be a client organization. By and by, I observe the message to be exceptionally applicable and noteworthy in today’s joined, information sharing economy. I trust that Salesforce.com makes an incredible showing of putting their clients in the cutting edge of their informing and vision.

    All undertaking programming organizations have a considerable measure to demonstrate as far as indicating authentic client centre. Greenberg’s meaning of CRM at the least complex level: “If a client likes you, and keeps on loving you, they’ll keep on working with you. On the off chance that they don’t, they won’t. CRM’s occupation is to get this going.”

    “CRM speaks the truth affection.” said Michael Krigsman. What is the reason for the names and data about your clients within CRM? The reason for existing is to find out about our clients and to enhance the importance of our discussions, including every social channel. Social CRM is presently in the standard. 96% of all advertisers have some cooperation with social as a work’s feature – as per B2B magazine, per Greenberg.

    We likewise examined if the measure of client support as characterized by Net Promoter Score (NPS) is sufficient in today’s social period. The thought behind NPS is inconceivably straightforward. As we examined NPS, it was clear that it is the ideal opportunity for us to advance to another question, or set of inquiries, that moves far from goal to activity.

    “NPS was fine for now is the ideal time; it’s opportunity is over. NPS depends on goal, which is not a measure of support. The activity seals the backer,” said Greenberg.

    Paul Greenberg referenced Dr. V Kumar, writer of the book titled “Overseeing Customers To Profit” and the four vital inquiries for measuring client’s referral esteem. From a client lifetime worth perspective the more fitting things to ask include:

    1. Do you plan to suggest our organization/item to somebody you know?
    2. Did you really allude this item or organization?
    3. What rate of those you alluded got to be clients?
    4. How large portions of those clients are currently productive clients?

    Taking into account research, just 1 out of 3 clients with purpose for backing really suggest organizations and items, said Greenberg. We did concur that the straightforwardness and direction measure of NPS has some worth for expansive referential and advertising studies.

    We likewise discussed Paul Greenberg’s CRM Idol rivalry and how imaginative, littler organizations are attempting to enhance in the CRM space. There is additionally a versatile first pervasive way to deal with CRM arrangements.

    The study of embracing legitimately:

    1. Please, no half-get around the neck, mid-section knocks
    2. Do not be hesitant to shut in — validness and excitement matters
    3. Throw your arms around a man and press

    Organizations should really demonstrate that the adoration and appreciation their clients. Organizations can’t be reluctant to be open, straightforward and socially dynamic. Furthermore, ultimately, they must press themselves to win the trust of their workers and clients, with the reason for co-making esteem that is significant to their customers.

  • Email marketing : Define and set your goals

    When it comes to email marketing, there’s more than one way to measure success, more than 290 billion emails are sent daily.

    This figure is expected to reach 347 billion daily emails by the end of 2023, with this huge number that indicate the power of the marketing through emails, how conversion rates are impacted by a certain email, or how much website traffic is being generated, you can recognize the effectivity of each email marketing initiative.

    But before just start sending an email for your customer or audience you need to understand customers, their expects and interests

    build a suitable strategy for your goals relay on some data and research, sometimes a bit of trial and error.

    Some Recent survey shows the highest ROI through email marketing tool,

    Step One

    Define Email Marketing

    Before you begin to create your email marketing strategy, you should define what email marketing means to your organization.

    If email marketing had existed in 1828 when Noah Webster first published his American Dictionary of the English Language, the definition might have gone something like this:

    e•mail mar•ket•ingn. The use of email to deliver permission-based communications to build relationships, increase sales and improve customer retention.

    The definition also mentions customer retention. Email is by far the most popular way to stay in touch with existing customers.

    By providing valuable information and updates based on their interests, email can help build a relationship between the organization and the customer.

    In General, We Can Get Standard Term Definition,

    Email marketing is the act of sending a commercial message, typically to a group of people, using email.

    In its broadest sense, every email sent to a potential or current customer could be considered email marketing. It involves using email to send advertisements, request business, or solicit sales or donations.

    But there’s a far more meaningful definition of email marketing: what it means to you and your business. Defining the purpose of email marketing for your organization is critical and will be the driving force for all other email activities.

    Step two

    Set Your Suitable Goals

    The first important step it, to be able to expect and determine your goals of growth for each stage at this point ask yourself.

    • what you can present as a project or service and why?
    • what the audiences benefit through your project?

    you need to find more deep related questions about what you work on, that will be clear if you give the answers.

    Email can be seen as a tactical and inexpensive way to reach out to prospects and customers to quickly increase sales drive traffic to the website, by building a sound strategy you will be able to set expectations for long term success effectively

    So here’s the most important question you need to answer: What is the purpose of email marketing for your organization?

    -Other important questions to answer include why email marketing?

    -What will email marketing contribute to your existing marketing efforts?

    -How will your marketing efforts tie together?

    -What is your current lead generation process?

    -How will email marketing contribute to lead generation?

    -Do you communicate with customers on a regular basis already?

    -Does email marketing replace or complement any other communication strategies?

    Lead Generation and Sales Cycle Analysis;

    Basic Process Acquisition Retention

    Word of Mouth

    PR

    Trade Shows

    Direct Mail

    Thank You

    Action Buy Download Register

    Ads

    Website

    Promotions

    Basic Process Acquisition Retention

    Word of Mouth

    PR

    Trade Shows

    Direct Mail

    Thank You

    Action Buy Download Register

    Ads

    Website

    Promotions

    This diagram is a simple illustration of a lead generation process without email marketing. It shows visitors reaching the site and then taking a certain action.

    Currently the only follow up is a Thank You page that may show a receipt or confirmation.

    Define email marketing and set your goals

    Let’s highlight some of the problems with this process.

    1-Web-centric – there is no effort towards customer retention, It is a very transactional approach.

    2-Lost opportunity – there is no collection of information for those that don’t act immediately. What about those conducting research who want to learn more about your offering or your industry?

    On the next page, we’ll take a look at a scenario with email marketing integrated into the process.

    Retention

    Acquisition

    Integrated Email Marketing

    Word of Mouth

    PR

    Sign up for Newsletter

    Trade Shows

    Invitation/Welcome Email and

    Regular Communication

    Website

    Direct Mail

    Ads

    Action Buy Download Register

    Promotions

    Retention

    Acquisition

    Integrated Email Marketing

    Word of Mouth

    PR

    Sign up for Newsletter

    Trade Shows

    Invitation/Welcome Email and

    Regular Communication

    Website

    Direct Mail

    Ads

    Action Buy Download Register

    Promotions

    This diagram mirrors the previous illustration but shows how easily you can use an email newsletter to capture leads that may only be researching at the time of the web- site visit.

    Lead Acquisition

    The newsletter sign up form captures prospects that may not be ready to take other

    Actions, by creating a newsletter or other communication for this audience, you can begin to build a relationship with them that can lead to sales or other desired action in the future.

    Without this regular communication, the contact could easily forget about your organization the minute they exit the website.

    Customer Retention

    For those that do take a desired action on the website, the process now includes a welcome email that invites them to stay in touch with your company.

    Additional benefits of adding email marketing

    To lead generation and the sales cycle:

    1-reinforcement of the brand with continual communication

    2-Regular communication improves customer loyalty

    3-Feedback from tracking reports provides info on interest levels

    4-Ability to communicate with customers/prospects based on past behavior

    5-Drives traffic to the website