CRM software will improve many companies' business operations, but there are a few things they can do to take it a step further. One of which deals with coordination across departments within the company.
CRM software, like ACT!, Hubspot, Salesforce, and Zoho, will have the most powerful impact if all employees are using the system. This keeps employees informed not just about the company, but also about current clients.
This is particularly important for sales representatives. It's crucial that they know the most recent customer interactions from all different perspectives. A recent Forbes article explains how collaboration can improve the experience for representatives:
“It’s about more than just sales and salespeople. Have you ever called a customer to talk about your new offering only to find out that they are having a major problem right now? Most of us have had that happen. Ensure that your entire organization uses the platform to document customer interactions. Of course, your salespeople need the discipline to check the system before contacting the customer.”
Sales representatives should be using CRM software to constantly stay informed and updated about their clients. This makes the sales process more efficient, as representatives know their clients' patterns and when they'll be ready for their next order.
But with coordination, all of the weight doesn't fall on the shoulders of sales representatives. They certainly have the responsibility to use the software, but that doesn't mean other employees shouldn't use it as well. When the entire company is contributing to and keeping updated with CRM software, the employees are more informed and in touch with the sales process.
Keeping track of all customer interactions on CRM software leads to future customer loyalty. Clients know that the company cares about them and they feel more like a respected client than a source of money.
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