How do you manage your customers? Do you treat your customers well? Do you have a customer relationship management plan? If your answer to the questions above is yes, then you are a step ahead to building a successful business. But if no, then this article was written for you.
“The purpose of a business is to create a customer.” – Peter F. Drucker
Why Customer Relationship Management is Important for Small Businesses
Customer Relationship Management is undoubtedly one important factor to consider in making sure that your business endeavor will be a success. Of course it is common knowledge that in any business undertaking, whether it is a product- or service-oriented one; customers must always be regarded with utmost respect as they act as the lifeblood of the business. Without them, your company will absolutely go nowhere.
“Business is not just doing deals; business is having great products, doing great engineering and providing tremendous service to customers. Finally, business is a cobweb of human relationship.” – Henry Ross Perot
Most businessmen however, take Customer Relationship Management efforts to be so complicated that they hesitate to spend money and time for it. What they don’t know is that studies have shown that spending on Customer Relationship Management gives a positive return which will eventually have a significant impact on your business.
“There is only one boss; the customer. And he can fire everybody in the company, from the chairman down, simply by spending his money somewhere else.” – Sam Walton
Customer relationship management is not complicated. As a matter of fact, there are 10 success keys to effective customer relationship management, which are very easy to understand and follow. By following these tips, you will never go wrong with your efforts on improving your relations with your most valuable customers.
Top 10 Success Keys to Effective Customer Relationship Management
The following 10 success keys to effective customer relationship management has been tested and proven to be powerful in achieving your end goals.
1) Set your Customer Relationship Management (CRM) goals
Goal setting is always the strongest foundation of all human undertakings. Goals will help you stay focus and know your expected end point. When setting your goals, try to be specific, realistic and bank on things that can be measured.
2) Make a List of the benefits you will get from CRM
Setting CRM goals is just the beginning, you need to know what to expect. Specify your intended benefits and monetize them so you may be able to really appreciate why you are investing in CRM at the first place.
3) List possible problems and plan for mitigating measures
Knowing possible road-blocks before actually jumping in to the plan is a good way to make sure that you are prepared for any sudden changes in the plans. Sudden changes spell the difference between success and failure, thus it is important that you have prepared mitigating measures to minimize or totally eradicate adverse effects.
4) Set long-term objectives
Good businessmen always look forward and think long term. Knowing the effects of CRM to your company in the long-run is a good way to make sure that your efforts today will still equally benefit your company in the future and not the other way around.
5) Consult Regularly. Engage in meaningful conversations with your employees every now and then; and tweak your strategies.
6) Customize your CRM strategies and tactics
Make sure that the CRM measures you are adopting is compatible with the needs and objectives of your company so you’ll have optimum results.
7) Set a Benchmark – In order for you to properly evaluate the progress of your CRM efforts, you have to set a definite benchmark to which everything will be compared with.
8) Conduct on-the-job trainings
Help your employees integrate themselves with the CRM measures you are adopting by conducting on-the-job trainings. Make them appreciate your goals and encourage them to work with you towards that direction.
9) Measure your success – This is the reason why you have to set quantifiable goals, to know that you are progressing and moving forward.
10) Plan for the future – This is of course your end goal: to still benefit from your CRM even after the passage of time.
In conclusion, these 10 success keys to effective customer relationship management just outlines the basic things you need to consider in order to make sure that your efforts will not go to waste. These are very simple, thus there is no longer any reason for you to hesitate. Take the risk and enjoy the benefits!