UPDATED August 31, 2020
If you are currently shopping around for the right CRM System, chances are that you already understand the value of customer relationship management. Right?
Do you have a clear plan or strategy for HOW your company will use Zoho CRM in your business? New technology is fun and the idea of automating processes is very appealing. The hitch is that the planning work needs to be handled before you start importing contacts and setting up automations / workflows.
If you have already created a CRM Strategy, then jump down this page to the "Intro to Zoho CRM" section.
Clients often ask me how to write social media posts that will connect with their customers or emails that will get high open rates from a strong subject line.
The first thing I tell them is to be sure they are offering something of real value. When you are offering value through your marketing, it is the best way to achieve a successful content marketing strategy.
The second thing I tell them about knowing whether you're offering value begins with understanding your ideal customers. You can better connect with customers by listening to what they say, watching what they are doing, and asking smart questions about what they want.
If you are developing a marketing funnel or still in a place of understanding your customers, then you'll check out these two articles first:
When referring to a CRM Strategy, we are talking about how you can thoughtfully come up with a way to engage with prospects and customers. You can do this in a way that feels completely genuine and personal, while also increasing conversions and (hopefully) reducing some work.
I always start the process by evaluating the R of CRM: Relationship. What is your relationship like with customers right now?
One of the things I did in my early days of owning a business was simply calling or emailing people on a regular basis - no sales pitch, just checking in. It may have been a calendar reminder or I simply remembered. As business grew, it became a little more difficult for me to keep track of who I had called and the result of the call. For that time period in my business it worked.
In the long-term, trying to remember to call past clients and prospects was a losing strategy. If you are at a point where the relationships with customers and prospects is at risk, then it should be a red flag. Now is probably the time to begin working on your CRM strategy, and then you can find the right software to help you manage it.
Who are your customers and what are steps do they take to go from prospect (stranger) to returning customer (loyal fan)? Work with your team to document theses steps. If you have the time and patience, then really get into the details.
Identify the opportunities, holes, and failures in the customer journey. Try to draw it out like a map - make a diagram that shows the flow from one step to the next. Then decide how you would like to update that journey. Perhaps it is as simple as creating a Welcome email for new subscribers or paying for a booking calendar tool to get on the phone with prospects sooner.
There are times and opportunities when it is easier to build strong relationships with clients and prospects. What are those opportunities?
The best sales people do not have to sell at all. Instead, they ask the right questions and guide someone based on what they hear.Developing empathy for your customers is the highest priority for the sales team. When this information is tracked in a CRM, it also becomes a powerful tool for your marketing team.
Many real estate agents use birthdays and home buying anniversaries to keep the conversation going with their past clients. It's a simple card in the mail that costs you $1.50 and it has a big potential impact. Consider relationship building as part of your conversion conversation flow.
Whether you track customers and prospects using a spreadsheet, a CRM software, or a notebook is not the most immediate concern. Start somewhere. Whatever is the easiest place for you to start. If you have never done this before, it may seem like an enormous step, so I created a template Customer Tracking Tool and you can use and make your own. Get that Customer Tracking Tool Here. The collection and organization of contact data and about those relationships is the final key to your CRM Strategy.
Each company's CRM Strategy is unique, so Beckmann Collaborative offers workshops - both in person and online - to hash out these details with you. We do this alongside other businesses who offer valuable insights into their own experiences.
Here is the latest workshop > https://www.beckmanncollaborative.com/crm-workshop
Over the 10 or so years that I've used different CRM platforms, I have learned that the place to begin any conversation about the software is with definitions - especially if you have never used one before.
The overly simplified definition of a lead is a stranger. This is someone who you have do not really know yet and need to qualify as a potential customer or client.
If your business offers a free download on your website, then strangers will fill out your form and be added into your CRM as a Lead. Now you have an opportunity to send them emails or call them to qualify if they are just a random person looking for free whitepaper or if they have the potential to buy something from you one day.
Another example of getting leads is from a conference or a tradeshow. Maybe you collect business cards while attending different sessions or get them from people visiting your booth. Now your or the people on your sales team can follow-up these Leads and see if they are interested in buying your services or products.
NOTE: I've seen many businesses forego the use of the Leads module and that is often a mistake from both a sales and marketing perspective. This is a vital way of separating out your qualified contacts and customers from total strangers.
After you followed up with that Lead, maybe he or she said they want to get a demo of your product or sign-up for a free trial. This is a time to convert that Lead into a Contact. Now, you have a potential customer or client who you will want to keep top of mind and be interacting with on a regular basis.
When you go to convert that Lead into a Contact, you'll see an option to create a new deal. This is the module that allows you to track the potential sale. Some CRM platforms call this potentials or the pipeline.
One of the things I love about Zoho CRM is my ability to completely customize the Deal stages. The very first stage could simply be that Free Consultation or Demo. This helps me to evaluate how many potential deals I have each quarter and which ones actually came to fruition.
This is an optional module and your use of it really depends on your business and sales approach. If you are selling to other businesses, it's a must-have module. An Accounts is where the company information of all your customers. If you have multiple contacts at a single company, they will be associated with the same account. If you do not use company names, then you can turn off this module or you can use it in other creative ways (separate conversation to have).
This is where the tracking of your sales efforts will show up. When you call a Lead to discuss interest in your product or service, you want to have a historical record of when that call happened and what was said. The Activities module allows you to do that. You can track phone calls, events, and assign tasks to yourself there.
These are the basic functions of Zoho CRM, but this not not cover even half of the possible topics that we could cover. There is only so much room in a single blog post for us to share information. So what can you do next?
1. For a limited time, non-clients can access our Zoho CRM Resource Library where we are answering the most common questions in a Forum style. Sign-Up for that HERE.
2. If you prefer to use the resources offered by Zoho, you can start with their Introduction to CRM article.
3. Are you looking for a more hands-on approach to get support in setting up your Zoho CRM? Then start by taking the CRM Survey. After you fill this out, we can get on a call to discuss what you're doing with your CRM strategy.