CRM (Customer Relations Management) software used to be exclusive for the "big" companies like Amazon or Dell. With more developers moving into the market, this has now become accessible for small to medium enterprises, which has changed the game completely for SMEs.
What is a CRM system?
Well honestly, there is a misconception regarding this. Some people believe it's only to manage your relationship with your clients. Kinda like a tool that has your client's details and maybe the history of work that you have done for them. Truth be told, that is part of the explanation, but it goes so much further. I believe in looking at it from a holistic point of view where, yes, it is a client relations manager, but EVERY single process in your business makes part of that client’s experience with you. From communications with them, to resolving any issues quickly, all the way through to making sure their invoice is correct and payments are on time. A CRM is the alpha and omega of how a company conducts themselves, engrained like a philosophy, and this is reflected in your software.
But it is expensive! Well yes and no. If you are in business, you understand that your overheads can make or break your profit. Initially, the cost of a CRM can sound like a lot of money. But when going ‘old school’ and doing things manually, there are a lot of costs involved that can be eliminated by using a CRM. These costs can either be direct costs (when you have an automated system that keeps all records you can eliminate things like printing and filing, so no more printers, papers, files, etc.) and they can have an indirect cost impact as well (getting client information at the click of a button, making sure you have all relevant information in front of you to make quick and money-conscious decisions not to mention hours wasted by staff not working optimally). And by using a CRM, you can improve client services which sequentially will keep customers returning and therefore increasing your business revenue.
OK buddy, let's do all the things you wanna do...
Yes, it is easy for me to preach the advantages to you. Maybe there is value in you taking the time to estimate these overheads and wasted production hours and see what you come up with. But before you make your final decision, let me just state the following advantages:
Obsessed with being the best
I like my desktop clean and my email organized. I have found over the years that this makes me much more efficient. I also put less strain on my colleagues, and it reduces stress. For years, I thought I had a pretty good system based on notebooks. In 2008, I had my first experience with Custom CRM software within an organisation and it “rocked my world” forever. It will for you as well!