As a business, we care about customers, prospects and partners, so let’s remove the term ‘Customer’. CRM now becomes simply Relationship Management. Nowhere do we mention “software”, “system” or even “technology”. Relationship Management is about effectively engaging, and tracking the relationships you have with you customers, prospects and partners. What does this mean? In it’s most basic form, you do not need technology to perform effective Relationship Management. Sure, there is technology around that helps make it a bit easier to keep track of and manage these people.
CRM as a Strategy
The most effective implementations of CRM are initiated by the business, not an individual. When the business takes ownership of the CRM Strategy, there is a single defined process that helps the business to be consistent across communications and interactions. The complexity of a CRM strategy is highly varied. However, often it is as simple as tracking activities and using known history to better understand the client’s passions and motivations. By defining a process by which engagement is performed, the business can begin to measure goals and objectives and progress towards them. These goals could be anything from lead volume, sales volume, or better yet, positive feedback and renewal and up sell volume.
CRM Through Technology
Technology is an enabler. While CRM is possible using pen and paper and brainpower, the use of technology for some, or all aspects of CRM alleviates some of this pressure, freeing us to contemplate, and act on the bigger picture. As we already know, CRM technology comes in all shapes and sizes and it is more than likely you’re already using some kind of CRM technology (e.g., email). There are many pieces of software that have been designed specifically around the CRM process. These systems make it much easier to track past communications and activities, to allow you to plan more effective communications and strategies in the future.
Getting Started-
By far, the quickest way to get started with CRM is through the Cloud. Many Cloud CRM systems have the huge benefit of not requiring IT to get involved! The business can own the implementation of the CRM. Additionally, being a cloud-based application, they are accessed through a web browser. This means that as soon as a user has login details, they can start using the system – without installing any additional software.
Experience the most easily implemented, most intuitive, and most reliable system, MapleCRM. And while you’re at it, come take a test ride with Maple CRM, that’s designed to help businesses do just that.
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