Creating a CRM strategy is easier than you think (once you have the right information in front of you).
Below are the six steps I used to implement processes in my CRM.
It’s important to note that CRM systems are complex for a company, requiring you to have sales, customer, and marketing teams.
Yours everything a team must be in place to make your CRM system work the way you plan!
1. Create Brand Awareness
The first step in your CRM process is creating a brand identity.
Basically, this means that you need to let the customer know what your company has to offer.
This segment aims to attract new customers and attract their attention through marketing campaigns.
Marketing teams use various channels such as social media and advertising to create brand awareness.
However, understanding your target customers is the first step to creating the marketing campaigns you want.
Understand Your Audience
You need to understand your target audience to convert them into potential repeat customers.
Think of this section as getting inside the heads of your potential customers.
What things do they usually buy? Where do they buy things? Which ads work best?
The goal is to understand as much as possible about the people who will buy your products or services.
Therefore, your marketing team should research customer factors such as:
- Buying quality
Once you get the information, it’s time to share the customers.
Share Your Audience
The next step is to segment your audience based on customer experience.
Dividing your target customers into groups allows you to choose what interests each group.
For example, you may have a segment of your audience that makes a purchase after seeing an ad on Instagram.
On the other hand, another part likes to read the customer experience before buying.
These two groups require different marketing strategies!
The biggest mistake I made early in my career was assuming that my target audience had specific buying habits and preferences.
Create Marketing Campaigns Based on Your Audience
Once your audience is segmented, you can create an ad campaign for each segment.
Use your customer data and previous marketing strategies to reach your target customers.
Also, feel free to change your ad campaign if it isn’t working.
After finding the right strategies, your team can use marketing automation to save time and be more efficient.
2. Encourage Your Leaders
The second step in developing your CRM strategy is to develop your leads.
Use your CRM tool to analyze customer data and see what motivates certain customer segments to purchase products or services.
Some sectors are encouraged to buy products if they have a discount for the first purchase. Others are encouraged when they see other people talking about the brand on social media.
Use customer data in your marketing campaigns to convert leads into customers.
3. Find Leads & Manage Them In Your CRM
Now it’s time to find leads and find out more about your potential customers in your CRM tool.
One popular method I used to get leads was to use the registration form on our company website.
The form stated that customers would receive a 10% coupon when they entered their information.
Other methods include salespeople using live chat to connect with leads one-on-one.
In addition, some CRM tools have advanced and rich tools that collect important customer information such as addresses or shopping preferences.
4. Improve customer leads
Capturing the attention and interest of the directors is important. However, turning these into sales is just as important.
Combining content marketing with automated marketing is a great way to convert leads.
Meanwhile, use your CRM system to analyze the data captured about the actions of visitors to your website.
After that, sales teams need to know the customer’s interest and build the customer’s trust until they decide to buy your products or services.
Remember, lead conversion varies depending on your industry and what you offer.
While email marketing can work for a single business, several in-person conversations may be the next best option.
5. Build Strong Customer Relationships
The customer journey continues after they purchase your products or services.
Converting current customers into repeat customers is very important. Therefore, when you provide superior customer service, it builds a strong connection.
Business growth is based on building customer relationships.
Make sure your customer service is perfect and constantly improving to ensure that each customer is better than the last.
Multiple communication channels (live chat, email, phone, SMS, etc.) improve customer relations because your business is easily accessible.
Also, if your company has a customer complaint or problem, address it and resolve it immediately.
There is nothing worse than a customer who is not well informed and does not receive an answer or response from the company.
Even if a customer is unhappy with your product or service, you can still provide customer support by filing a claim or refund.
6. Run Upsells & Cross-Sells
The last step in the CRM process is to drive sales and marketing.
These strategies encourage repeat customers, help boost sales and retain customers.
What are these marketing strategies?
Upselling is a marketing strategy in which you convince current customers to purchase additional or replacement products that are tied to their original purchase.
For example, an upsell can be a warranty on electronics if your company sells high-tech equipment like specialized outdoor electronics.
Another example of an upsell is informing customers about the most expensive product your company offers, explaining that it has more products than the customer wants to buy.
In comparison, marketing is a process that derives the most value from a customer’s purchase.
Basically, cross-selling shows that customers buy additional products or services that are related to what they have already purchased.
As a result, your sales team makes more money from a single customer who already has a purchase intention.
An example of marketing is encouraging customers to buy a bottle of water when they buy a bottle of water. You can entice customers to buy additional products by offering such benefits.
In the water bottle example, explaining that the handle will keep their drink cold for a long time encourages customers to buy two products instead of one.
Create effective sales and marketing strategies by sourcing customer data from your CRM platform.
Also, make sure you use your CRM system to target customers based on their purchase history – all customers and your business benefits from this.
Customers are informed about the products they will like while your sales team makes more money!