Customer relationship management
CRM for business
The goal: happy customers.
What is CRM: CRM brings an entire business into customer-focus with a single platform.
CRM is business software that manages customers, leads, marketing, sales opportunities and customer service efficiently. It is a multifaceted platform that stores and streamlines the elements that are crucial to developing, improving, and retaining your customer relationships.
It is a centralised program where the team can log and track customer interactions, and analyse these interactions and data throughout the customer lifecycle. This aids improvement to business relationships with customers, assists in customer retention and drives sales growth.
Customer visibility keeps everyone on the same page
To offer exceptional experiences, employees need to have easy access to information. There’s simply no room in today’s world for siloed data or a lack of transparency.
“With BOS, at any given time our managers can just click a button to see the key metrics they need, as opposed to someone manually creating graphs and charts that could take days.”
The need for CRM:
What challenges does CRM software solve?
- A need for a single view of their customer. Companies need to access and organise many different data sets into a single dashboard to create one view of a customer’s account and relevant information. Challenges arise when customer data is isolated in several separate systems that don’t communicate with each other, or when data is complicated by duplicate or outdated information.
- Confusing data, and slow data analysis. When applied incorrectly, data can be confusing and frustrating. It is easy to get lost in spreadsheets and so delay or complicate decisions. On the other hand, being careless about data could lead to the wrong business decisions being made. Inefficient and time consuming methods are used to track and measure status, win/loss metrics and customer success rates. An inability to see what work was being done through sub-contractors. Poor insight on the communication between various trades re: project bids, status of bids, sharing and following-up on leads.
- Improved communication between marketing and logistics. When the sales team creates a promotion to drive sales but doesn’t have clarity into production’s workload or stock and inventory levels, it results in unhappy clients and poor user experience.
- Challenging sales environments. Sales managers strive to create a positive sales environment. Here are a few characteristics of a high performance sales culture:
- A need for transparency – Everyone can see what everyone else is doing. Managers also have clarity into sales rep activity and productivity at all times.
- Friendly competition – Creating a sales leaderboard and rewarding the highest-ranking reps is a good way to improve sales productivity while motivating the sales team.
- More admin than sales. Many sales managers are actually more like sales manager plus marketing manager plus administrative managers. The sales manager often spends more time than he can afford filling out paperwork, coordinating campaigns with other departments, making presentations to executives, and writing reports instead of actually managing the sales team. Hiring an administrative assistant or at least bringing in a temp may be all that's required to solve the problem. CRM automates it.
- Lack of sales clarity. Sales managers know what leads the sales team gets, and are very aware of how many deals are closed, especially since many sales managers link commission to how well their teams perform. However, without a clear understanding of the sales process, sales managers have a difficult time figuring out what has gone wrong if his sales team begins to fall under quota.
Common challenges of implementing CRM:
- Training and buy-in: Sufficient training on the software needs to be given to employees in order for them to comprehend and deal with the changes easily. Companies need to invest significant upfront training time to ensure consistent and effective customer service delivery.
- Update business processes: It is highly essential for the company to put in effort to focus their employees on becoming customer-focused in their approach. Whatever shortcuts or poor habits have been in practice before the software installation need to be remedied to follow best business practice and get the most out of the software.
- Slow return: CRM software gives off slow and less obvious returns. The large investment that was originally spent may not show returns for years.
- Expensive: Most systems generally occur when implementing CRM systems. It is a huge investment to maintain a customer database. The additional expense comes from the money needed for the computer hardware, software, and personnel that is needed to maintain it. These exorbitant costs can lead to a negative feeling and slow uptake within the company and can result in a CRM collapse.
- Supporting service delivery: No matter how effective your technology, workflow and behind-the-scenes planning, CRM only improves long-term customer retention, revenue and profit when customers are satisfied with their total experience. This includes the products they buy and the service and interaction they have with company employees. Thus, companies must monitor and revisit hiring practices, training and performance indefinitely. Any lapse can lead to failed front-end delivery, which can ruin any efforts to take advantage of CRM opportunities
- Support from the top: For all of the advancements in CRM technology, without the proper management, a CRM system can become little more than a glorified database where customer information is stored. Data sets need to be connected, distributed and organised so that users can easily access the information they need.
Discover BOS CRM
With BOS, your enterprise can market smarter, sell effectively, and interact and respond everywhere. It provides business intelligence and productivity through tight integration within BOS. And it’s all in the cloud.
- A single view:
- Clarity on your customer base, reps, transactions and history so that you can keep your current customers happy and loyal, and protect your sustainable revenue.
- CRM software consolidates and simplifies the presentation of otherwise overwhelming customer information and documents into a single dashboard so business users can more easily access and manage it.
- Optimises your business:
- BOS ensures your sales, marketing and customer service resources are used to maximum effect.
- Reduced reliance on Excel spread sheets improves efficiency. Dashboards and reports provide visibility into performance of individuals and remote sites.
- Reduced time spent on reporting and administration. Automates various workflow processes such as tasks, calendars and alerts.
- Gives managers the ability to track performance and productivity based on information logged within the system.
- Reduces spending:
- Our software reduces your cost-of-sale and the cost of your marketing leads.
- Increase productivity – Work offline or online. Work at your office, on the road or at your client. Automate marketing interactions and reports, reducing admin overheads.
- Pinpoint underlying performance issues early on and take corrective action immediately.
- Improves Customer Service:
- BOS ensures you meet customer service level agreements.
- BOS keeps track of your customer queries with ticket numbers, notes, reminders and actions.
- It gives customer-facing staff detailed information on customers' personal information, purchase history, buying preferences and concerns.
- Stay connected – Manage relationships with key people, and send them targeted marketing information.
- Personalise every interaction – See detailed information about customers to shape interactions around their needs.
- Inter-department communication: A prosperous relationship between sales and logistics can go a long way toward ensuring the sales team has access to the latest stock levels and that slow-moving stock can be highlighted for special deals. BOS also allows:
- Sales / production / performance analytics to be readily available.
- Check supplier prices for best competitive advantage.
- Provides leverage:
- Leverage further revenue opportunities within your current customer base.
- Targeted personalised mass mailing campaigns.
- Empowers staff:
- Staff have everything they need to provide exceptional service to your customers.
- Time-saving centralised diary and appointments functionalities.
- Enterprise-wide visibility at every step of the sales and service cycle
- Improve sales:
- Discover and diagnose shortcomings in the sales process.
- Plug leaks in the sales pipeline.
- Separate the best reps from underperforming ones.
- Prevent misplacing customer contact information or delaying response.
- Prevent two salespeople pursuing the same prospect, resulting in an annoyed potential customer and some unfriendly, in-house competition.
- Prevent lost opportunities and also an overall loss of your clients’ trust in your attention to their needs.
- Grow your pipeline, track leads, and manage customers.
- Build stronger prospect / customer relationships with sales reps knowing up- to-date background and the latest details before a call or meeting.
- Improves sales forecast accuracy through real-time updates.
- Helps you take complete control of your sales team.
- Get full visibility of your sales pipeline and accurate forecast on deals.
- Report on sales activity in real time, helping your team focus their efforts on the right deals.
- Improve efficiency: Everything you need to know about your customer, their contact with you and historical transactions, in one clever system that is seamlessly linked to all other business modules. Now that’s power at your fingertips. Improved general organisation of tasks.
- Easy to learn: Any employee can get up and running on BOS in just a few minutes, so it’s really easy to expand the number of people interacting with customers.
- Quick access to data via various internet-enabled devices allows staff to work on the move and access information via remote devices.
- Reduce staff downtime with access anywhere.
- Management reports and intel:
- Automated reports with a click.
- Save on admin time and staff.
- Export reports to Excel.
- Manage customer information, tracking opportunities, extensive marketing campaigns and delivering training and customer service.
- Automate marketing campaigns and measure results.
- Implementing workflows: BOS workflow automation provides functionality for a business to write its own rules on how CRM is applied to sales and support tasks, how data is moved between key people within the organisation and without, when alerts, reminders and emails are generated, all of which leads to more efficient CRM.
“We needed a solution that allowed everyone access to the same database, capturing real-time data and sharing customer information. Prior to our adoption of BOS, we were using spreadsheets and the shift to BOS has enabled us to bring real honesty back into the print industry.”
“The customer service team documents every interaction they have with a client in one place which creates one ‘shared truth’ about a customer that is viewable by our entire team. BOS has quickly become an indispensable tool across the entire organisation.”
“When the decision to use a CRM solution was made, we chose BOS as the other CRM companies were too heavily geared towards larger companies and came with high prices. We had no central database and every rep kept their own individual records. As employees came and went, we’d be placed in a position whereby no sales history or activity logs were available. We turned to BOS for the purpose of maintaining good, longstanding relationships with our business to customer (B2C) and business to business (B2B) clients, for better business intelligence.”
“What really impressed us was the level of customisation with the software to make it ideal for our rather unique business and sales model. The intuitive design and customisation has garnered much praise from our team; in fact they regularly tell us it’s the easiest CRM they’ve ever used.”
“The concept of a single version of the truth has transcended beyond the sales and marketing team, where functional groups such as production now regularly reference customer requirements, notes and contact information directly from BOS.”