How do you know you’re ready for CRM? When you feel like this:
You’re growing so fast that your brain has run out of storage room. You can’t be expected to keep an entire business downloaded to your brain and still be able to run it all smoothly. To keep your customers, you need help.
Still, the idea of using messy spreadsheets to organize your customer data makes your eyes glaze over.
Missing data = lost relationships = lost sales
That’s why using spreadsheets as your CRM is a nightmare. When were they last updated? Who updated them? How can you keep track of changes?
Forget Google Sheets or Excel try a platform. That’s why a CRM exists – to keep customers from slipping through the cracks.
This post will prepare you with:
- How a CRM helps your business grow (and build revenue)
- How do you know you’re ready for CRM? 5 telltale signs that are staring you in the face
- Choosing your CRM provider – what to consider
What’s a CRM?
CRM, or Customer Relationship Management, is software that helps you organize every interaction with your customers. CRM systems help you find the most qualified leads and move through your funnel (and keep your existing customers satisfied).
91% of companies with more than 11 employees now use CRM software.
That’s no small percentage.
CRM systems help you organize:
- Customer information (from contact information to preferences)
- Accounts details
- Sales opportunities
All in one centralized database.
CRM tech is in high demand – the CRM industry was worth over $40 billion in 2018. Why the high demand? Because it can work wonders for your business growth.
How does CRM help your business grow?
Business growth comes from making sure that all of your qualified leads become regular customers – and that current customers remain current.
According to Guidant Financial, the top challenges for small business owners are:
- Marketing and advertising
- Time management
- Recruiting and retention
- Administrative work
These are kinda important when you’re tryna get customers…and, you know, grow.
A CRM can help every customer communication feel personal, no matter how big or busy your business gets. It keeps accurate records of…
- Customer transactions
- Customer preferences
- Customer needs
- Customer concerns
When you can keep track of your customers’ pains, needs, and preferences, it’s like having the answers at the back of the book. If you know…
- What someone has recently purchased, you can recommend other products or services to them
- Something that has been a struggle for them, you can send helpful content or set up a call to help solve the issue
How can the right customer relationship management system help you grow (without the growing pains)? It helps you stay organized when you:
- Make calls
- Leave notes
- Track deals
- Schedule follow-ups (and keep track of when you’ve already followed up)
- Send emails
- Manage your sales reps
- Automate your entire sales process
- Accurately project revenue
In short, everything that you need to do to keep customers engaged.
5 signs you need a CRM
A CRM gives you…
- Better organization and track customer information
- Better communication and personalized customer interactions
- Improved customer satisfaction
- Happy revenue
But how do you know if you need a CRM right now?
Here are 5 signs that it’s time for you to invest in CRM:
- You’re growing but can’t hire more help
- You have too much info stored in too many places
- Keeping track of all your communication is overwhelming
- You don’t have a consistent sales workflow
- You want to give better customer support
1. You’re growing but can’t hire more help
Growth is great! And with more growth, you need more resources.
But you don’t always have the budget to hire someone. And even if you did…is organization a big enough problem? Is it even worth hiring someone, or can you just deal with it yourself.
A CRM platform can organize everything for you – automatically – and do a better job than a person ever could.
The smooth alignment between sales and marketing is hard to resist.
As a lead moves through an automation, they can be added to a deal to keep track of marketing and sales progress simultaneously.
With a CRM to handle all your extra organizational work, you get time back to do things like:
- Learn more about customer pain points you can address
- Try to find even more customers
- Think about what things you can do to keep growing
Say you’re a small business owner with your own yoga studio. Your customers might be dealing with pain points like…
- Aching muscles and joints
- Getting into healthier routines
Not only can this info help you figure out how to cater even better to your existing customers, you can use it as outreach to find new customers who are looking for ways to deal with the same pains.
And all the while, your CRM is keeping all your customer data safe and sound.
2. You have too much info stored in too many places
Without CRM, you spend wayyy too much time looking for the info you need.
You have a ton of info on everyone you talk to, like:
- Phone number
- Email address
- Mailing address
- An entire relationship history between you and them
Who can keep track of all of that at once??
Too much contact info, not enough brain. CRM to the rescue!
Here’s an easy question for you: once you collect customer info don’t you want easy access to it?
Of course, you do. Because when you can’t, customer communication slips through the cracks. And then, your retention rates start to crash.
This used to be a problem 24 Hour Fitness, one of the world’s largest fitness chains.
In 2015, 24 Hour Fitness wanted to give a completely affordable, personalized experience for their users – but they didn’t have a digital presence or a CRM to keep track of everyone’s data.
They couldn’t tell who needed what in their fitness journey.
According to Tom Lapcevic, chief marketing officer for 24-Hour Fitness, about 5% of 24 Hour Fitness’ members can afford personal training. But he also knew that customers wanted to engage on channels convenient for them outside of the hands-on trainer experience.
People wanted to connect with the business outside of the weight room to make the experience inside an even better one.
That meant using data to discover more about their customers. The problem? Their data was allllll over the place.
“In addition to being a land-based operator of fitness centers, we were also a traditional marketing company doing direct mail, using traditional channels. We looked at Amazon, we looked at Netflix and thought, ‘How do we evolve from being land-based to becoming a solution provider on a 24-hour basis for our members?'” – Tom Lapcevic, CMO 24-Hour Fitness
So 24-Hour Fitness went digital. They created:
- A mobile app
- Loyalty programs
- New content
- And (you guessed it!) a CRM to house and organize all of their customer data.
After that, Lapcevic reported that 24 Hour Fitness had its most successful year in its 30-plus-year history, generating its highest revenue and profit ever.
“We did a lot of consumer research to identify how we could use technology to create mass customer personalization. Our goal was to deliver a solution we can scale to all of our members and take advantage of their consumer preferences.” – Tom Lapcevic, CMO 24-Hour Fitness
The biggest takeaway from Tom and 24-Hour Fitness is that fragmented, loose data gets in the way of profitability.
- Sticky notes
- Mental notes
- Word docs
- Paper calendars
There are too many ways to lose data. If manual labor and endless typing have sucked away your time, it’s time to get extra automated help from a CRM.
3. Keeping track of all your communication is overwhelming
Have you stopped to think about how many ways you can communicate with a customer?
- Phone calls
- Text messages
- In-person meetings
- Social Media
And not just one of each – we’re talking multiple messages across a variety of channels. It’s a lot to keep track of, and a CRM can keep a detailed account of every communication interaction in one place.
Take a look at how ActiveCampaign CRM handles that history.
4. You don’t have a consistent sales workflow
Imagine you sign up for a course. You show up, ready to get started, and the instructor just looks at you and says, “what do you want to know?”
Um, that’s why you’re here, isn’t it? To guide?
As the business, it’s up to you to create a product funnel for your leads to follow. You have to consider things like:
- Do you know how leads enter your sales funnel?
- What touchpoints do you need to hit in the customer relationship?
- How often do you need to follow-up so that you don’t lose a lead?
If you don’t have a consistent sales process, it’s going to be hard to sell.
A CRM with sales automation can help guide leads through your funnel.
In ActiveCampaign’s Deals CRM, you send your deals (or lead opportunities) through your funnel via pipelines and stages.
Easily check the status of your different deals.
Jeff Irving of (MLO) Shift uses ActiveCampaign’s Deals CRM to manage his mortgage business. Jeff uses deals and pipelines to capture leads, send internal reminders, and engage with contacts according to their preferences.
For his business, Jeff uses 3 pipelines:
- Cold leads who enter through advertising portals like Facebook ads
- Warm leads and referrals
- Qualified leads who are going through the mortgage loan process
Each pipeline has multiple stages. Contacts move through each stage based on the actions they take.
You can listen to Jeff’s full story on our ActiveCampaign podcast.
Jeff’s main use for a CRM is to make sure he never loses track of a referral. Once he solved that, he considered this question: “What are my next biggest needs?”
And more pipelines followed.