What is CRM?
By Dave Chalk
Business is based on contacts – meeting them, keeping them, and selling to them. But, contacts can be hard to keep track of, especially when your business starts to build. That's why I'm a big believer in CRM (customer relationship management) solutions. They’re a welcome change from the old Rolodex, or the all-too-common unsorted pile of business cards – bound together with a rubber band – we all seem to collect in our desk drawers.
A well-developed, well-supported CRM initiative can make your life easier and more organized, and in return, increase your business potential. Organize your schedule, keep track of contacts, and develop leads. Plus, keep an accurate, current file on everything you need to know about your clients, from ordering cycles to birthdays, golf handicaps to past service issues: it’s all at your fingertips.
You can access your CRM data almost anywhere, from virtually any device or browser. Imagine having instant access to the information you need to support your clients. You also know your information is going to the right people. Your whole organization – sales, customer support, shipping, IT, field crews, or any other player in the overall client experience – will be working as one.
It’s as close as you can possibly come to doing away with loose ends. You can go the extra mile to deliver exceptional service, and any problems can be dealt with before your client even knows there was a problem. This can only reflect very well on you, and make yours the type of organization clients want to do business with; and tell their friends about. Plus, the time you save not chasing information or people in your organization gives you more time to grow your business.
Microsoft CRM is incredibly easy to use, integrate, maintain and get started. You’re already familiar with Microsoft Office applications like Outlook and Excel, and CRM is fully integrated with them. And as an added “on-the-go” bonus, you can sync with your PDA so you never miss a beat. You’ll wonder how you ever managed before CRM.
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