Part 1 of a 5 part series published last year on how to get started at the start of a new year. Today, Customer Relationship Management (CRM) - Next- Social Listening - Part 1 - CRM Welcome to the first Monday of 2015. That feeling in the pit of your stomach is directly linked to the sound you are not hearing this morning. I'm referring to the sound of your phone ringing with new customers. No matter how hard you stare at it, you simply can't will it to ring. You will have to place the call yourself if you expect to start the ball rolling in 2015. Before you jump in and make a bunch of cold calls to just anyone in your contact list there is something you should know. Business professionals rang out the old year by ditching cold calling. This year the most important tool in your business development toolbox is a cloud-based Customer Relationship Management (CRM) solution.
Outlook? How Lame!I'm not talking about Outlook or some other address book. I'm talking about a system you can access from each of your devices. One where your team members can check your calendar without tracking you down. One that contains not only where you've been, but where you are heading with that valuable business relationship. One that doesn't make you look stupid when you place that all important re-connect call this morning.
5 Levels of CRMYou've got to climb 5 levels to reach CRM Nirvana. They are:
- Address Book - Contains nothing but contact demographic info.
- History - Where you've captured your discussions and decisions.
- Social Listening - Real time information about where they hang out and what they and their peers are talking about .
- Connections - Who do they know? Who do you know that they know?
- Schedule - The result of asking the question, "What's Next?"
Making Sense of CRMCustom is the the word for getting the best fit for your CRM solutions. My clients work with any of a half dozen solutions. Before you grab a credit card and signup for any old system, define your needs:
- How many contacts?
- Where do I need to access their information? ( Just in the office, or also from a mobile device?)
- Who needs to access their information? (just me, or also staff members?)