Maybe this experience is familiar to you: You want to grow your business, but don’t have confidence in your growth machine. Your current sales organization performs adequately, but ramping up new reps is hit or miss, some are total flops. It’s clear the growth formula just isn’t there. Making it harder, marketing keeps handing over leads that are barely qualified and rarely pan out. And, the constant pressure to grow, grow, grow, is weighing on the team.
How to solve this when you have too little consistency in how your sales reps engage with your prospects? And customer hand-offs from department to department also seem to be a constant challenge. After all the hard work of signing up a new customer, it frustrates your sales team to no end when new customers have less than an ideal experience with the rest of your company.
On top of all that, your budget is finite, and you aren’t exactly sure increasing your sales and marketing spend is the answer (yet) to dramatically increasing growth anyway.
If this sounds familiar, I have a suggestion that will help close more deals and keep more customers, all without blowing the budget…take a close look at your CRM implementation.
Here’s why: a new, fresh approach to your CRM can change the way your organization interacts with customers, qualifies leads, manages the sales cycle, and helps you differentiate yourself from the competition. In many cases, this self-analysis will lead you to evaluating a new CRM solution for your company.
It’s simple really: Legacy CRM is primarily all about reporting numbers to management with little, to no, focus on helping your people deliver an awesome customer experience. This is amazing to me given that, with a few exceptions, different companies in the same industry usually offer just a variation of the same services or products. And every one of those competitors are just a simple Google search away from each other. How you win customers is now based on how you treat customers as much, or more than, as what you sell.
That means the need for an exceptional, and unique, customer experience is more critical than ever before. Think about it, I’ve stayed in many business class hotels all over the world. There are some minor differences, but they all offer a comfy king-sized bed and a bathroom. The list goes on: airlines, rental cars, even Uber vs Lyft. How do you differentiate yourself when you offer similar goods or services as your direct competitors?
The answer is your customer experience. The companies that win in this era of empowered and intelligent customers win because they create better relationships with their customers. That makes sense, but a natural follow up question (and the key question to this whole blog post) is: How can you create a better customer experience when you are using the same, uninspired CRM system as your competitors?
Last month, at SugarCon 2016, we heard many great stories from SugarCRM customers who started out by looking for a different approach to CRM. We heard over and over again that they didn’t want to look like their competitors. They realized that they needed a different kind of CRM to build a different kind of customer experience. These folks were all mavericks, disruptors, mobilizers of change. They were tired of adequate, average, and the status quo. They saw Sugar as a chance to find a better way. And, their research and investment paid off:
- Jaime Morillo of Marathon Sports said his organization has seen a 225% increase in customer purchases during monthly promotions and increased customer retention from 47% to 57% since implementing Sugar
- Naomi Ward of CitySprint in the UK talked about how Sugar is powering their logistics and delivery company’s fight against major disruption from the likes of Amazon and Uber, while driving sales growth.
- Rober Amber of Unifin, a financial services company in Mexico, said his organization was able to reduce credit application processing time by 60% and grow sales revenue by 300%
These organizations, and many others, understood they had options when it came to CRM. They felt playing it safe was not really all that safe. They realized a modern CRM could help them sell more, increase revenue and build their brand without having to increase budgets.
I challenge you, don’t be a follower. Separate yourself from the CRM pack. If you follow your competition’s tools, you’ll follow everything else.
Besides, the view from the front is much better.