Year: 2018

Upcoming Marketing Tactics For Achieving Massive Revenue Growth In 2019

Marketing is evolving rapidly, and so are the tactics and strategies that marketers must engage to lure prospects and customers for their business. This is because; you must always remain ahead of emerging marketing trends to remain utterly competitive in your respective industries. Here in this blog, we will cover a few selected marketing trends that we anticipate seeing in 2019 to make you remain proactive and stay ahead in the game.

Marketing is evolving rapidly, and so are the tactics and strategies using easy to use CRM, that marketers must engage to lure prospects and customers for their business.
This is because; you must always remain ahead of emerging marketing trends to remain utterly competitive in your respective industries.

Here in this blog, we will cover a few selected marketing trends that we anticipate seeing in 2019 to make you remain proactive and stay ahead in the game.

Account-based marketing will stay

ABM or Account Based Marketing has grown quickly in its popularity in startup organizations and small businesses.
ABM involves identifying real prospects who are the best fit for your offerings and thereafter performing extensive research on those prospective customers before you reach out to them.

This research most often includes the pain-points of the prospects along with their challenges, needs, interests and more.

If you are a user of an easy to use CRM software solution, you can use information in your CRM database to create buyer personas for your brand which is particularly helpful in leveraging the tactics used for account-based marketing.

ABM assists your marketing teams to focus and target on fewer but higher-value prospects, which proves far more effective than firing marketing campaigns in the dark to leads from a purchased email list and then keeping your fingers crossed, hoping for the best.

87% of marketers across the US, who measures marketing ROI, say that Account Based Marketing will outperform all other types of marketing investments. Click To Tweet

In fact, according to Information Technology Services Marketing Association, ABM is the future of B2B marketing across the globe.

Since 87% of marketers across the US, who measures marketing ROI, using an easy to use CRM software say that Account Based Marketing will outperform all other types of marketing investments, which easily indicates the reason for its growing popularity.

Chatbots will pave the way

You may know by now what is CRM , but do you know what is a chatbot?

Well, to put it simply, chatbots is a program feature, which is most often found in easy to use CRM software platforms that use AI (Artificial Intelligence) to interact with prospective leads and customers. These interactions take place in the form of a conversation, and so typically chatbots are implemented on the businesses’ websites.

Chatbots ‘learn’ over time, using data stored in the CRM database and so are able to provide required answers to the visitor’s questions, without any human interference, to coordinate the conversation.

Mostly chatbots appear as pop-ups on the company’s websites and it seem to the visitors that they are conversing with a real person, whereas in reality, any chatbot is a robot.

In a recent survey done by a major market research firm that provides advice on existing and potential impact of technology, to its customers and the public revealed that even more than 60% of the respondents in the survey have interacted with a chatbot in the last 12 months, which is a clear indication that the use of chatbots will further increase in 2019.

Native advertisement in social media will be on the rise

Native advertisement in social media is the act of putting an ad in a format that lines up with the normal experiences that the users get when they browse their preferred networking websites.

Unlike uploading a banner ad on related web pages that resonates with your offerings, native social media advertisements resemble a normal social media posting and appears on the social media feeds of your followers and their friends (like the rest of your posts), which makes it less intrusive.

So in 2019 do not ignore this big social media marketing trend, which is not only more engaging than traditional advertisement tactics but is also way cheaper and produce better results than legacy ads.

Mobile responsiveness will increase

Let us face the reality of the digital age looming upon us. Therefore, it is no brainer that nearly every one of us uses a mobile device today to check or send and receive emails, check social media platforms, view websites and others.

Therefore, if your marketing teams do email marketing or your company does have a website, it is a critical need of the hour that your email contents and your website must be mobile responsive.

Since you will lose your email reader’s and website visitor’s interest and attention in a flash if they have to do excessive scrolling or zooming to read your emails or view your website, rather to say, even any other contents that your audience cannot read on their mobile device.

Adoption of all-in-one CRM will rise

CRM software is widely used in all businesses today, since most businesses that know what is CRM, also accepts the truth that no business can remain competitive without the use of an easy to use Customer Relationship Management software.

Although traditionally CRM software platforms, just managed contacts and automated basic sales and marketing processes, like moving deals through the sales pipeline, however with the rise of all-in-one CRM software solutions like ConvergeHub the popularity of CRM platforms are steadily climbing high.

Modern-day best small business CRM software solutions like ConvergeHub not only includes the above-mentioned components of traditional CRM software platforms, but it also comes with inbuilt sales enablement, marketing automation, customer support, accounting, help desk,and collaboration modules- all in the same platform.

Therefore,all in one CRM software like ConvergeHub allow startups and companies to manage nearly every business activities from one easy to use system and even store all the resulting data in the same CRM database.

Moreover, cloud based CRM software solutions are also way cheaper than traditional on-premise CRM systems and provides a plethora of additional functionalities.

Hence it is no wonder that in 2019 small and growing business organizations will increasingly opt for adopting all-in-one CRM software systems.

Millennial(s) are taking over this year

In 2019 and beyond it is predicted that Millennial(s) are going to overtake the Baby-Boomers as the largest consumer demography in Canada and the USA.

This means companies will need to adapt their marketing efforts to cater to the growing needs of the Millennial(s) and change their marketing approaches in the following ways:

  • Millennial(s) prefer to buy from brands those that bear a strong sense of corporate social responsibility
  • Millennial(s) expects more from brands when it comes to responsiveness and engagements
  • Millennial(s) prefer communicating with chatbots, and messages over telephone calls
  • Millennial(s) use social media insanely, so brands need to strengthen their social media presence
  • Millennial(s) prefer viewing ‘how-to’ video over written contents

Conclusion

Therefore, to stay ahead of the curve, modern-day marketers must pay immediate attention to these marketing trends in 2019 and incorporate them in their marketing strategies for the growth of their businesses.

Do you want 2019 to be the year where you achieve massive revenue growth?

Then start planning NOW.

Create your revenue growth strategy for 2019.

If you would like to get some ideas or brainstorm on how ConvergeHub can provide the right technology to achieve your company’s marketing and sales goals, you can reserve a confidential consultation with one of our experts.

On this 30-45 minute call we will:

  • Take a deep-dive into your business process
  • Pinpoint areas with most growth potential
  • Discuss how to implement an effective marketing automation system that lets you focus on the most important tasks

Click here to check out how you can achieve your sales growth plans in 2019!

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Who Is Missing This Christmas From Your Easy To Use CRM Database

In today’s modern digital age, every important contact does not come necessarily through traditional channels. For example, a great lead might go through every blog that you publish but never choose to directly provide you with his/her email address. Hence, a great lead may come through three steps of references instead of simply ‘signing in’ in a way that creates a record of that lead in the CRM database. Therefore, to make the best possible use of your easy to use CRM, it is equally important that you must identify these missing entries and make them yourself on behalf of these leads and prospects in your CRM database.

If you know what is CRM or Customer Relationship Management solution, you must know that the most important data that your company possesses, is hidden inside the contents of your easy to use CRM.
Your CRM, in other words, is the most precious inventory of current customers, who may be ready to buy your products and services once again this Christmas.

There are several organizations that use their easy to use CRM software as a convenient record of business and industry contacts they work with today or would like to work with in the future days to come.

With revenues expected to reach over $80 billion by 2025, it’s no surprise that CRM is the fastest growing software market.- SuperOffice Click To Tweet

However, it must be remembered that your easy to use CRM, just do not contain contact information, but hopefully, a complete record of your past interactions with your customer whether it is on past meetings, notes, past purchase details, phone calls, and any other pertinent information that you would like to know and remember about a customer.

Additionally, no matter how you use your easy to use CRM, one thing is for certain, no one is there in your CRM database, who has not had an entry made for them.
Therefore, your customers only win a place in your CRM database by making an account and by completing a purchase of your offerings.
Even leads win a spot in the CRM by participating in the lead-qualification steps and presenting their contact information to your organization to find their interest in your products and services.

However, this process has one critical flaw, whereby any CRM software can leave out contacts those who do not go through the normal channel.

So who is missing from your easy to use CRM database?

In today’s modern digital age, every important contact does not come necessarily through traditional channels. For example, a great lead might go through every blog that you publish but never choose to directly provide you with his/her email address. Hence, a great lead may come through three steps of references instead of simply ‘signing in’ in a way that creates a record of that lead in the CRM database. Therefore, to make the best possible use of your easy to use CRM, it is equally important that you must identify these missing entries and make them yourself on behalf of these leads and prospects in your CRM database.

Here are four different categories of people who should be in your CRM this Christmas, but might not be there right now.

  1. Social Media Followers

In the age of digital E-commerce environment, social media presence is one most vital aspect of your business’s digital marketing strategy. Since, here is where hundreds, and potentially thousands of people can find your company and become a part of your brand “organically”. These are those people who may have joined a discussion thread, jumped into a contest, or simply liked and shared the blogs and GIFs that your team has created for social uploads. There are also certain people who even seek a relationship or customer support through your social media profiles.

While it is pertinent that not all the social media followers that you have collected are an important contact, however, some absolutely are.
There are many social media followers who become dynamic and pillars of your discussion threads, contribute by uploading appealing photos of your offerings, even offer service to other customers on social media when they have raised a question.
Therefore, your active followers on social media unquestionably deserve their own CRM entries, which they may not now have in your CRM database.
Hence challenge your sales, marketing, and support teams to identify these shining stars on your social media platforms this Christmas and manually create an entry for them, so that they are included in your best Holiday Sale offers, and even send them messages for various job opportunities in your organization in the days to come.

  1. Intermediate Business Contacts

The secretaries, personal assistants, assistant managers of the business world are often not only the gatekeepers but also act as true decision makers to the real decision making powers in any organization. Therefore, when seeking a new business partner, or customer, present-day marketers tend to focus on big names on the list.
They create an entry in the CRM for team leads, department heads, and procurement officers, whereby they can make far more headway by knowing these intermediate people to talk to. Since the CEO of an organization may finally sign the deal, but their signatures are usually based on the recommendations of their supporting staffs.

Hence, modern marketers and users of CRM software cannot just ignore the importance of the people who answer their calls, ask qualifying questions, or ultimately decides on who their bosses speak with, to consider what their organization purchase.

Do not let go of a simple opportunity.  Create a classified CRM entry for all these no less important intermediate decision makers, since this way you will spend less time on hold and find more time talking to the right people who can immediately put a good word, schedule a meeting, or pass your message to the right people you need without the corporate run-around.

With a well executed CRM strategy, you will always have a complete record of the right number to call and who to speak to in order to make things happen and secure your deals.

  1. Recipients of Gifts

Another shadow category of your brand’s social media communities (which we discussed above) are the people who received your offerings as gifts. These are all the people who enthusiastically expressed their joy, or may love your offerings, but have never created an account since they have never ordered anything directly from your website.

These people also act as secondary purveyors for advertising your products and services to their friends, families, and business contacts who might have never found your brand otherwise on their own.

The solution for finding these people during the Christmas season is surprisingly a simple one.

-ASK

During your checkout process, just ask a few non-intrusive questions whether the purchase is a business purchase or a gift, by presenting it as your standard post-purchase customer service procedure, ensuring the recipients of your offerings a full warranty even to the free users of your products as a part of the value of the offering that you are providing as a gift.
Next, enthusiastically include the provided names and contact information of these consumers of your products or services when it is provided in your easy to use CRM database list.

  1. Finally- Your Employees

Depending on your business, consider that your employees also could likely be your customers or at least sources of your referrals.
Always remember your employees are in a unique position to know just how useful and hence valuable your products and services are and therefore they can be a great source of referrals since they all have the best knowledge of your brand and your offerings.

Therefore, this Christmas, always remain sure that your easy to use CRM database includes all the entries on your consumers and never make the slip-up of accidentally dealing an ‘employee-customer’ as just another customer of your offerings.

Keep track of when your employees buy and use your products. There are several Salesforce Alternative CRM users those who are happy using ConvergeHub CRM encourage organic choice by creating a unique automated marketing category also for their employees, who choose to be their sources of referrals or customers during the Holiday Sales.

Takeaway

Does your easy to use CRM include every valuable contact?

If not, we have ways ConvergeHub CRM and customer management practices can help you to add these four hidden categories to your CRM, so that you are one step closer to better manage your contacts and optimize your marketing strategies.

Do you want 2019 to be the year where you want to achieve massive revenue growth?

Then start planning NOW.

Create your revenue growth strategy for 2019.

If you would like to get some ideas or brainstorm on how ConvergeHub can provide the right technology to achieve your company’s sales goals, you can reserve a confidential consultation with one of our experts.

On this 30-45 minute call we will:

  • Take a deep-dive into your business process
  • Pinpoint areas with most growth potential
  • Discuss how to implement an effective marketing automation system that lets you focus on most important tasks

Click here to check out how you can achieve your sales growth plans in 2019!

sign up

Predictions And Trends For Customer Support In 2019 And Beyond

Customer support has come a long way, (especially if you are using an easy to use CRM software to assist you in the process), over the last few years and we all are sure that it will continue to evolve. Innovations in all best small business CRM software platforms will drive in new technology, which will allow organizations to cater better support and thereby continually improve the customer experience of their consumers.

Customer support has come a long way, (especially if you are using an easy to use CRM software to assist you in the process), over the last few years and we all are sure that it will continue to evolve.

Innovations in all best small business CRM software platforms will drive in new technology, which will allow organizations to cater better support and thereby continually improve the customer experience of their consumers.

80% of modern customers across all industries always attempt to resolve their problems themselves, before contacting customer support.- HBR Click To Tweet

Since the inception of call centers for delivering customer support in the 1960s, to the modern day introduction of AI (Artificial Intelligence) and chat-bots to lend a hand to the support teams, the face of customer support has changed drastically.

Therefore, looking back we are sure that as Best small business CRM software technologies continue to advance in the future days, small businesses and startups can expect to view even more dramatic changes to how brands manage to deliver impeccable customer support.

Hence, most successful business organizations of the future days will be only those that embraces these new technologies, and as consumer’s expectations are also evolving in the modern times, understand this shifting consumer’s needs. Since, those businesses, which are not anticipating and preparing for these emerging trends in 2019, will be for sure left behind.

As one of the pioneering vendors of CRM for small business, here are 5 trends from us that will define the upcoming opportunities in customer support in 2019 and beyond, which will help your business to understand and prepare yourself to remain competitive in the future times to come:

  1. Self-service support will be on the rise

According to a report published by HBR (Harvard Business Review) it has been found that more than 80% of modern customers across all industries always attempt to resolve their problems themselves, before contacting customer support.

It is no wonder; customers can always save their precious time, if they can easily find a resolution to their issues without having to open a help desk ticket or contact a live customer support rep online.

Therefore, as modern customers in this digital age prefer self-service, we anticipate to see more small business organizations and startups will adopt and implement technologies that will help in providing the desired outcome.

Creating a robust knowledge base on your business website is an effective means for providing self-service support for your customers. Using a small business CRM software like ConvergeHub, you can easily assimilate all the frequently asked questions by your customers. As easy to use CRM is a software application that helps in storing all your customer facing communications and interactions in its CRM database.

Furthermore, going one step forward, you can also consider developing ‘how-to’ videos and guides and make them accessible to your customers.

Providing easily reachable ways for the consumers to solve their own issues with your products and services not only saves time for the consumers of your brand, but it also means one less support ticket for your team to handle in their busy lives.

  1. Registering complaints on social media websites will increase

As Millennial(s) overtake the Baby-Boomer(s) as the largest consumer demography in 2019 and beyond, social media usage will for sure continue to be on rise.

Nearly all of us these days carry some kind of a mobile device, wherever we go be it near or far.
Therefore, if in case any consumer encounters a bad experience with your organization, they do not have to wait until they find a computer or get back home for registering the issue. Rather, they can visit your social media and share their experience publicly.

But how does this affect customer support?

Well, when a negative remark gets posted on the social media website, it spreads like wildfire. Therefore, using social media monitoring and listening tools, your customer support teams can easily receive any alerts when anyone mentions about your brand on these websites. Using a small business CRM software that allows the support teams to keep an eye on all social behaviors of your customers and react to any kind of negative comments before they become viral, can help in restoring the reputation of your brand.

Moreover, it has been noticed that there has also been a rise in asking customer support questions about their brands via direct messaging on social media platforms.

Hence, it shows that customer expectations for resolving their problems using social media is growing and will continue substantially as we move forward in the years to come.

  1. Community-based support will expand

By community-based support, we are referring to customers forming a community among themselves and aiding each other to solve issues.

When customers interact among themselves in this manner, it increases engagement with your products and services.

Therefore, in 2019 and beyond, there will be several businesses that will create forums, which can be only accessible with login credential by the customers through their business websites, where customers can get involved and answer questions and make their community grow in the days to come.

Customer support reps can also monitor their respective forums using an easy to use CRM software platform and chime in if any question remains unanswered for a day or two and thereby form a working relationship with their peers and consumers along the way.

  1. Bots will free up time for support reps

Customer support chat-bots have already arrived, as we all must have seen them by now on several websites, and they are continuing to pop-up everywhere.

With the rise in competition in nearly every industry, it is easier for your customers to leave your brand for a competition.

Therefore, with the rise of AI (Artificial Intelligence) as chat-bots are becoming more adroit at resolving customer issues, you can now connect them to your knowledge base in the CRM database, so that they can answer basic questions asked about your products and services by the users of your offerings.

If you are using an all-in-one small business CRM software, which provides marketing, sales and help-desk functionalities, chat-bots are generally integrated in your easy to use CRM, so that bots can retrieve the information stored in the CRM and smartly solve customer support issues.

Using chat-bots does not necessarily mean that this technology will put back your support staffs, rather it implies that bots will enhance your support desk’s ability by freeing up your support rep’s time spent in handling common support related questions, which will help them focus on advanced support tickets and resolve those cases that essentially requires a human touch.

  1. Personalized support will become the norm

If you are a user of a Best CRM for small business like ConvergeHub, your easy to use CRM software can register and track all support cases, and even customer behaviors towards your brand like visiting web pages, opening emails, downloading contents and others.

Now, if you are using third-party integrations such as social media app, accounting app, and others, with your small business CRM software, the trail of this information mentioned above, expands further in the CRM database.

Therefore, using the information stored in the CRM database, your support teams can easily form an elaborate picture of the consumers and their customer journey, which includes who the customers have spoken to, products or services that they have purchased, or issues they have faced with your brand in the past.

In the days to come in 2019 and beyond as easy to use CRM technology expands, customer support executives will increasingly use this data to personalize their support they provide to the customers during their support interactions.

Hence, as customer expectations will continue to grow, catering personalized support will become the norm. Since, in the near future, personalizing the support efforts will empower support reps to deliver more pertinent replies that resonate with the exclusive needs of each customer and make the customers feel delightfully surprised.

Takeaway

According to a report published by a reputed marketed research organization it is found that more than 72% of organizations are recognizing the importance of delivering excellent customer support to their consumers as not delivering higher-quality support will result in greater levels of customer churn.

According to Walker Information, Inc. (a customer experience consulting firm, based in Indianapolis USA) it has been reported that by 2020 the customer experience will overtake product and price as it will become the main recognizing factor behind the consumer’s purchasing decisions across all industries.

Therefore, the bottom line remains, your business must maintain a reputation as an organization that can deliver world-class customer support, by using a easy to use CRM software for your business, else in 2019 and beyond if the customer loyalty for your business declines, it will directly impact the reputation and growth of your brand.

Are you a business leader poised to take your company to the next level, and looking for a software platform that can help you do that?

If so, ConvergeHub is for you!

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2018: The Year in Review

When the year-end arrives, all of us find the incessant urge to recall the various things that happened, going down the memory lane and refresh the timeline to view the goals that were fulfilled with the passing year. We live in the age of the customer, where consumers (not business executives) decide on how customer-centric companies are. Since in 2018, among many other things, we understood that good customer experience can help to control cost, and so business executives in both small and large B2B organizations are presently more interested in their potential to fuel sustainable top-line growth

When the year-end arrives, all of us find the incessant urge to recall the various things that happened, going down the memory lane and refresh the timeline to view the goals that were fulfilled with the passing year.

We live in the age of the customer, where consumers (not business executives) decide on how customer-centric companies are.
Since in 2018, among many other things, we understood that good customer experience can help to control cost, and so business executives in both small and large B2B organizations are presently more interested in their potential to fuel sustainable top-line growth.

Nurtured leads make 47% larger purchases than non-nurtured leads.- The Annuitas Group Click To Tweet

Easy to use CRM software platforms like ConvergeHub is the foundation building block of an organization’s customer experience strategy to win, serve, and retain their customers, enabling organizations to integrate many new technologies and business strategies, which are constantly being rejuvenated by new trends.

Nowadays, consumers across all industries want to connect easily with companies to interact, make a purchase, or get services from organizations.

In a recent survey done by Forrester, it was found that:

More than 72% of consumers say that they value their time and consider it to be the most important thing that an organization can do to provide them with good service.

Therefore 2018 showed organizations that they must offer customers means to easily engage with them to foster an ongoing relationship based on omnichannel dialogue that can enhance loyalty and strengthen retention.

Here are a few notable trends that we saw in the B2B industry using CRM software in 2018:

CRMs Have Split Out By Vertical

In the past CRM has been largely kept as its own category of software, more like a separate companion to whatever other business systems, you are already using for your industry.
Implying, when you purchase an easy to use CRM platform, it does not necessarily mean that the software will have all the compatibility and functionalities for what you do every day.

However, over the last few years and more so in 2018, CRM companies have realized that there is a critical need for highly specialized CRM software platforms. Therefore, 2018 has been a year which showed the mushrooming growth of vertically specialized CRM solutions, which are specific to such B2B industries like Real Estate, Merchant Cash Advance business, E-commerce, Field Services, Legal and others.

It has been predicted by renowned CRM vendors and stalwarts that it is extremely likely that within the next 5-10 years CRM platforms will no longer come as a standalone solution, but will be a part of industry-specific requirements.

Personalized Workflow Automation Through AI Technology Platforms

Another most important and prominent advances that this year has shown, is that Artificial Intelligence will power up our CRM platforms to learn from our sales, marketing, and support rep’s interactions by analyzing data, helping AI to find answers to our questions, predict our requirements, or take care of forgotten and tedious tasks so that we can focus on more important issues.

2018 has been the take-offyear which illustrated how AI-powered CRM systems can access untapped and unseen activity patterns to uncover insights on leads or an existing customer, predict trends, and make critical decisions which will significantly reduce cold calls and save hours of work.

For example, in 2018 we have seen how B2B organizations will continue using AI-powered analytics to prescribe the right action for customer-facing employees and use prescriptive advice to identify high-quality leads, send relevant sales collaterals to the buyers, or use optimal discounting to maximize revenue per contract to enhance business growth.

This year has shown us how AI-powered rules can help pinpoint the right prospect, recommend issue resolutions, use machine learning and predictive analysis to uproot guesswork out of critical marketing decisions, help create appealing and innovative campaigns, and route leads to appropriate resources in the organization.

Businesses Are Supporting Digital Customer Journeys Evermore

The present year has seen a sporadic growth in personalized product recommendations, automated product configuration, price negotiations, and order taking. Even for post-purchase support, we have seen more B2B companies offering customer facilities for online issue submission, tracking and scheduling for service technicians, apart from exploring the value of offering automated conversational interactions with chat-bots and virtual agents.

Hence, small business CRM software platforms like ConvergeHub has taken a step ahead in 2018 for providing the right customer experience for the right customer at the right time in his or her customer journey.

Tighter Integration With External Tools

Another noteworthy trend that we have visualized this year is the improvement of tighter integrations of CRM software with external tools and services to improve the usage of small business CRM software systems.

CRM developers in 2018 are keen on understanding the need for industry-standard interfaces to connect multiple B2B solutions and services, integrating new technologies across sales, marketing, business accounts, and customer support.

For example, successful collaborations with accounting application like QuickBooks CRM that allow intelligent synchronization across platforms using REST-based APIs are the key to winning collaborations by permitting systems to effortlessly communicate with one another privately and securely for enhanced user productivity of the CRM software.

In the days to come, the future of CRM technology will definitely see the need for the growth of integrating mobile and web-based solutions with a CRM for using information from different but tightly related sources to generate meaningful relationship intelligence.

Social And Mobile CRM Are Flying High

This year has witnessed a surge in social CRM technology as CRM vendors have realized that the key to keeping your customers engaged lies in harnessing the power of social media channels for marketing and customer support.

This surge in the growth in social CRM technology and increasing emphasis on customer sentiment analysis and social influence in B2B organizations are factors that not going to determine where your business is today, but where you want to be a year from now, once the pace of sales and customer acquisition has gained its speed.

Moreover, in this time of change, CRM companies in 2018 have also recognized the need for enhanced mobile CRM technology as they have recognized most of their B2B customers want to be able to take their CRM system with them everywhere, as this year we can see creation of CRM brands that are solely available via app, focusing on mobile-first.

Big Data Is Getting Into The Legal Weeds

In the present times, B2B companies are now having an insane amount of information about their customers, data that could (in theory) be used to really invade someone’s personal life.

Therefore, governments across the world have started paying attention and growing interest in protecting their citizens from businesses’ interests in their personal lives.

The European Union, in particular, is interested in setting up laws surrounding adoption of Big Data in CRM technology, and so this year CRM users and vendors have started learning how they should be storing and collecting personal data of their customers, now that General Data Protection Regulation (GDPR) has come into effect to support the collection and management of personal data in a secure way.

Finally- CRM Adoption Will Rise

Looking for technology to help the CRM industry to overcome the adoption challenge (that has long been one of its greatest obstacles), 2018 has seen the rise of ‘Gamification’, by which several CRM vendors are making it more enjoyable for the B2B users to easily adopt this excellent and unparallel business tool.

By stimulating competition and participation while using the CRM software among employees, this year B2B organizations are driving engagement across the board, by applying easy to use gaming procedures to non-gaming business applications, which is the latest elements to motivate and inspire employees, praise their accomplishments, improve their performance and eventually maximize returns for business growth.

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Do you have any other ideas of new trends that we saw in the B2B industry using CRM software in 2018? Share it with us in the comments section below!

 

Real Customer Retention Strategies That Works With MCA CRM Software Platform

Is your alternative funding business focused on acquiring new customers or is it that you are more interested in retaining your existing ones? Although it is always appealing to acquire new customers, nevertheless customer retention (that many companies ignore) is, in reality, the key revenue driver of any small business organization. Here are a few customer retention strategies that will aid you to maintain a competitive edge over other MCA businesses in your alternative funding market.

Is your alternative funding business focused on acquiring new customers or is it that you are more interested in retaining your existing ones?
Although it is always appealing to acquire new customers, nevertheless customer retention (that many companies ignore) is, in reality, the key revenue driver of any small business organization.
Now, if you are a user of Merchant Cash Advance CRM software, which is also popularly known as MCA CRM, for your Cash Advance business, here are a few statistics that you simply cannot ignore, to drive home the importance of customer retention strategy for your MCA business.

Americans borrowed an additional $17.5 billion outside of business loans to pay for business-related expenses in 2017- Finder.com Click To Tweet
  • You will spend 5 times more to get hold of a new customer than to keep an existing customer.
  • Existing customers spend 67% more on your offerings than new customers.
  • Increasing CRR by just 5% will amplify your company’s profits by anywhere from 25% – 95%.

Therefore, with so much importance on customer retention, it is most essential that you need to incorporate customer retention best practices in your alternative funding business strategy to increase your MCA businesses’ customer retention rate.

Here are a few customer retention strategies that will aid you to maintain a competitive edge over other MCA businesses in your alternative funding market.

  1. Deliver a robust onboarding program

It is a big mistake, if after sealing a deal with a new customer; you immediately turn your attention back to acquire another, elated by the win.

This is because, it is extremely important that you must engage your new customer right from the start, and never leave them to fend for themselves once they have signed your MCA contact, and the best way for doing it is to deliver a robust onboarding program.

Train your Cash Advance business customers how to use your alternative funding services successfully, and to its full potential, so that you can generate the maximum returns on your investments.

  1. Implement customer surveys

If you are using an MCA CRM software, use automation to conduct online customer surveys of your existing customers to find out where they are struggling and how you can improve their customer experience with your Cash Advance business.

According to a nearly proverbial quote and a sage advice by Bill Gates, it says:

“Your most unhappy customers are your greatest source of learning.”

Therefore, conduct customer surveys using your Merchant Cash Advance software, to let your customers voice their concerns.

You can also send one-off emails to the participating customers of your survey sharing the results and laying out the plans you made based on their feedbacks that will show your customers that you really care about their pain-points and you are taking proactive measure to address them, which increases customer retention by building enhanced customer loyalty.

  1. Form a CAB (Customer Advisory Board)

Select a group of customers from your most important customer’s list and form a Customer Advisory Board (CAB) to discuss with them about your MCA services and their experience using it.

Let CAB in your alternative funding firm, be an open forum, where your most important customers can voice out their concerns and satisfaction, which can provide valuable insights into the minds of your existing customer base.

Make it point that you share the key takeaways you receive from the CAB meetings and draft an email to all your MCA customers informing them about the changes in your business plans, which will get your entire customer base involved that will help build trust and boost customer retention for your Cash Advance services.

  1. Provide world-class customer service

Do you know more than seven out of ten customers are willing to pay better rates of interest if they receive a world-class customer experience from employees of your MCA firm?

Therefore, never make your customers wait when they require support. Since according to market survey more than 77% of consumers said that they value their time as one of the single most important things that any company can do to deliver excellent customer service.

Provide your customers to submit their help desk tickets through multiple channels (social media, phone, email, and live chat) and try to increase the FCR (First Contact Rate), by resolving customer support issues on the first attempt without escalating the support ticket and making the customer wait till you get back later on.

Hence, using a Merchant Cash Advance CRM platform like ConvergeHub that is capable of handling multi-channel customer support, and also aid in increasing the FCR by using its knowledge base for resolving frequently asked customer issue is the need of the hours for all small and medium-sized MCA firms looking for growth in their business and revenue.

  1. Incorporate personal touch using MCA CRM software

With so much information stored in your CRM Database, using an MCA CRM software, it is extremely simple to tailor every interaction that you have with your existing alternative funding customers.

Hence, suggest your sales, and support team members open the contact records in your best small business CRM software and view all the interactions your customers had with your MCA firm in the past, before trying to solve their pain-points and issues.

MCA CRM software like ConvergeHub, which is capable of providing a 360-degree view of your customers, makes personalization of customer-facing interactions, even more, easier, allowing MCA businesses to form warmer and closer relationship that does wonders for increasing CRR (Customer Retention Rates) in your Cash Advance business.

  1. Develop educational resources continuously to ensure customers’ success

Last but not least, remember educating your MCA customers does not end with the onboarding program, being discussed at the beginning of this article.

Once the customer onboarding is accomplished in a proper manner, publish blogs articles on a regular basis (once every fortnight), which helps to continually educate the customer on emerging trends, and tips on how your customers can grow their revenue using your Cash Advance services.

If you are using the best small business CRM software like ConvergeHub, you can easily use your MCA CRM software to develop a knowledge base for your customers to house these educational resources and update the existing ones, which will not only increase the satisfaction level of your Cash Advance customers, but also boost customer retention rate, help treat your important customers like business partners and assure them that you are taking their opinions and suggestions seriously.

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Do you have a strategy that works well for increasing the CRR for your MCA business? Share it with us in the comments section below!

Change Management: Just, Do Not Utter “Change”

The word “Change Management” is definitely a necessary requirement for the growth of all organizations, but with a terrible name. To most employees, the very word “change” itself is burdened with hidden meanings- personal physiological interpretations and renditions that can be negative and can create innumerable roadblocks to the successful adoption of even the best small business CRM software for your company. Do you consider that this word “change” is not that important? Well, your employees who hear the word “Change” may think of the following.

The word “Change Management” is definitely a necessary requirement for the growth of all organizations, but with a terrible name. To most employees, the very word “change” itself is burdened with hidden meanings- personal physiological interpretations and renditions that can be negative and can create innumerable roadblocks to the successful adoption of even the best small business CRM software for your company.

Do you consider that this word “change” is not that important?

Well, your employees who hear the word “Change” may think of the following:

  • Fear
  • Power and Control
  • Unknown and New Resistance
  • Pressure etc.
The world hates change, yet it is the only thing that has brought progress – Charles Kettering Click To Tweet

Nevertheless, certain perceptions and attitude about this word “Change” can be easily counteracted with a perceived and thoughtful approach.

Here are a few pieces of advice for helping you to find your best CRM for small business software adoption go more smoothly:

Perception #1: Your employees do not see the benefits

Most employees see “Change” as “more work”. Therefore, while adopting a new small business CRM software for your organization demonstrate the benefits (the actual advantages, not corporate-speak) of the application, so that they do not see it as an unnecessary solution and a waste of their valuable time.

Here are a few more suggestions to counteract:

-Be ready to name complete benefits (along with drawbacks, if any)

-Have a clear vision of your business goals, and articulate it throughout the process

-Once and if there will be more work- say so to your employees

-Acknowledge that changes are difficult and provide adjustment period to your employees

-Do not obfuscate or lie- if there are risks involved, articulate it

Perception #2: Your employees feel that they were excluded from the decision

Change is always a disruptive process, even when you are adopting an easy to use CRM like ConvergeHub. There will always be a set of employees in any organization who will be more affected by the change as the impact radius of your change in the business process can be even greater than you expected. Therefore, never let your employees feel irrelevant, and remember that even the slightest of change in your business strategy or the new way that you want to run your organization can affect a wider group.

Here are a few more suggestions to counteract:

-Share your decision making and vision for growth early in the process with all employees who will be affected

-Provide reasonable time for adjustment

-Include all stakeholders in Sales, Marketing, Support, Accounts teams, who will be affected right from the beginning

Perception #3:Change will be stressful

Like most of us, even your employees are led by habits. Therefore, we have seen employees abhor change as it interrupts habits and causes stress. Change takes people out of their previous comfort zones. If you can still remember your first day of high school, you will definitely understand why the uncharted and the unknown bring ‘un-comfortableness’ to many.

Here are a few more suggestions to counteract:

-Allow time to your employees to adapt to the change

-Never dictate

-Do not spring surprises for your employees during a change

-Deploy baby-steps while implementation of your Salesforce Alternative CRM. Let your employees get a foot wet rather than casting them off into the deep

-Never criticize the old way; it can reflect insult to many

-Work with ALL the stakeholders, not just the employees affected by your new easy to use CRM

Perception #4: Your employees feel out of control

Your employees fear that they will not have any say and so they will be unhappy and out of control.

Here are a few more suggestions to counteract:

Crowdsource decisions, and leave room for changes. It is rare that all important decisions in your organization like changing over to a Salesforce Alternative CRM software, for saving time, vital resources, and money will be blessed by the users of the new software, but then again there is a way to make everyone in your company feel included.

Although there are certain aspects of any new CRM implementation project that are set by management buy-in or technical requirements, all your other employees who will use the new Salesforce Alternative CRM software can have their say in other relevant details.

Therefore, whenever it is possible, let your employees choose from several equally acceptable options (i.e., Blue, Yellow, or Green? Include A, B, or C). That way there will be inclusion of ideas without chaos.

Perception #5: Status quo is better than innovative ideas

 “My current comfortable method is being discarded- is the way I have always done my job worthless?” Well, this can make people feel outdated and insecure. In a way, in any business or organization progress and advancements can make your employees feel alienated.

Here are a few more suggestions to counteract:

-Create a culture in your office of embracing the new modern processes and making periodic updates

-Create an ambiance of rewarding those employees who are enthusiastic adopters of things new

-At times just saying “I know this might apparently be difficult at first”- goes a long way

Perception #6: Change will create the appearance of stupidity

There are many employees those who even think that they may look dumb since they are unable to comprehend that they will be able to learn new processes, systems, and ways of doing things.

Here are a few more suggestions to counteract:

-Provide adequate trainingfor the new CRM system

-Provide the training documentation in different formats to address all learning styles

-Encourage the stakeholders to suggest improvements in the training

Perception #7:  Management may not know what they are talking about

Your employees do not consider you or your leaders bringing the change in their existing workflow credible since they might not consider the person trusted.

Here are a few more suggestions to counteract:

-Be prepared to provide s logical rationale for the change in your existing CRM platform

-List all the decision makers and remove hierarchy

-Demonstrate the factors that led to the decision to look for Salesforce Alternative CRM

-Combat employee distrust of conventional “top-down” hierarchy models, be able to defend the decision you took based on competent analysis of your previous CRM system

Do you have any tips for handling Change Management solutions while you adopted Salesforce Alternative CRM for your business? Let us know in the comments section below!

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A Comprehensive Guide for Increasing Lead Conversion Rates

Does your organization have a solid process in place to get your leads qualified so that your sales teams find time to focus on the most sales-ready prospects in their CRM software? Do have any idea about how your sales reps are qualifying and thereafter converting those leads into customers? Lead conversion skills are the heart of revenue growth and expansion in any organization. Therefore, here are a few best practices that can help you increase your lead conversion ratio and grow your business to new heights in 2019. Are you a business leader poised to take your company to the next level, and looking for a Salesforce Alternative CRM software platform that can help you do that? If so, ConvergeHub is for you!

Does your organization have a solid process in place to get your leads qualified so that your sales teams find time to focus on the most sales-ready prospects in their CRM software?

Do you have any idea about how your sales reps are qualifying and thereafter converting those leads into customers?

Lead conversion skills are the heart of revenue growth and expansion in any organization.
Therefore, here are a few best practices that can help you increase your lead conversion ratio and grow your business to new heights in 2019.

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ConvergeHub's ROCKET LAUNCH 2019 can help you acquire leads, automate your sales process, improve your conversion and get more referrals from satisfied customers. Click To Tweet
  1. Publish awesome and informative blogs

We all acknowledge that the stage for converting leads comes at the very end of the sales cycle. However, to persuade the leads to get to that point, whereby they become interested enough to procure your offerings- you primarily need to build up trust.
Leads and prospective customers cherish to see you as a subject matter expert and an authority in your arena and feel that you can be trusted to support them and ensure their growth and satisfaction using your offering(s).

According to Forbes, blogging is a great way to building that trust:

The fact is that in the world of today you cannot become an authority simply by declaring yourself as one. Customers are more suspicious, and they want to see you prove it. By producing quality information that’s true and reliable in every blog, you are making sure that you can become that authority.

Prospects and leads are more likely to engage with brands and organizations once you can establish yourself as an indisputable authority in their minds, leading to more lead conversion rates.

  1. Integrate your CRM with a marketing automation platform

A majority of sales reps today use easy to use CRM software solutions to move leads and prospective opportunities through the sales pipeline and close deals.
If you know what is CRM software, you must be aware that CRM is a robust application that stores a plethora of information about all your leads, and customers in the CRM database, which includes details like demographic and behavioral data.

Therefore, when you use marketing automation, which is also known as sales force automation in tandem with your easy to use CRM , you can without any hassles leverage that contact details to customize and target the messages that you need to send to your prospects.

Using Salesforce Alternative CRM software like ConvergeHub and others, you can personalize your lead nurturing process and send messages based on your prospects’ past buying behaviors, interests, and more.

Since, doing this allows you to send more personalized outreach. Which in turn helps in better engaging prospects that enhances the likelihood of conversion.

  1. Set up lead scoring to qualify leads

Lead scoring techniques help your marketing teams to identify the most sales-ready leads in your CRM database.

While scoring leads, you can use a point system that indicates the value a lead represents, by awarding points to leads for actions they take, like clicking or opening emails, visiting your website, downloading eBooks, participating in post-sales surveys, etc.
You can also award points to your leads for demographic data such as the place they reside, their job titles, the industry they work, etc.

As these scores accumulate over time, you set a score threshold, at which a lead may be considered as an MQL (Marketing Qualified Lead), which once they cross can be passed over to the sales teams for immediate follow-ups.

Remember, while you are setting up your lead scoring system, always include your sales teams in the process, since they can better decide along with your marketing teams, which action warrants which score, and at which a new lead can be considered as an MQL.

Moreover, it is also highly advisable that you must check your lead scoring practice at least once every quarter, for finding whether the leads are being qualified too soon or too late in the process. Since, if your marketing teams are passing a lot of MQLs to your sales teams, but very few of them are getting converted, odds are that your marketing executives are qualifying the leads too soon, and hence you must increase your MQL threshold to fine tune your lead scoring process.

Simply put lead scoring improves the quality of your leads in your easy to use CRM, which helps in achieving a better conversion rate for your organization.

  1. Run lead nurturing and lead generation campaigns

It is a common fact, that to convert leads, you must primarily generate leads. There are several ways you can generate new leads, from email drip campaigning to social media programs.

Now, once you have generated new leads, you need to nurture them through the sales pipeline that must consist of a series of ‘touch points’ to move them towards a sale.

Lead nurturing aids in identifying sale ready leads using lead scoring, since each action your leads take can be scored to move the leads closer to conversion.

As an add-on, here is a link to the CONVERGEHUB LEAD GENERATOR, which is a free tool that lets you visit anyone’s social media page (like LinkedIn, Facebook, Yelp etc.) and capture all information instantly without any manual typing.

Using this free tool you can save qualified leads from social media, other sites and even Gmail with one click of the mouse. It even lets you create notes and follow up tasks to get a head start with that lead.

You can save the captured leads in the Lead Generator itself or save them in the ConvergeHub CRM for even more sales power.

  1. Set up killer landing pages with optimized CTA buttons

As the leads move through your sales pipeline, you need ways to capture more of their information by increasing their engagement with your brand.

One of the most effective ways to do this is to create simple, yet attractive landing pages that will encourage your leads to take a desired action, like request a demo, register for a webinar, etc.

Make it painfully clear to your leads, and visitors viewing your landing page, which action you want them to take, how they can take it, and most importantly what will they receive in exchange.

If you are not sure how to create awesome landing pages, it is best to check out some examples from your competitor’s websites.

  1. Share on social media and use social monitoring to find brand advocates

It is easy to engage your known leads with multichannel campaigns and email marketing.
However, what can you do about those leads whose contact data you do not have in your CRM database?

Therefore, when you create blogs and other types of contents around your brand, share them on social media, so that people may share it, which in turn will extend the reach of your brand and drive in more new leads to click through to your blog or website.

Since, once people do that, you will understand that the engagement has begun, as these will be leads that are genuinely interested in your offerings, and are so easier to qualify and convert into customers.

Remember to always include some type of offer in association with your contents that you are sharing to capture the contacts of these new leads.

While sharing your contents in social media platforms, if you find people speaking positively about your brand, reach out, start a dialogue, and show your appreciation. You may even ask them if they want to feature in an interview or a case study of your brand.

In other words, treat these people with care and respect in any possible ways, because they are potential brand advocates for your business, who can be super helpful in promoting your brand and also help to increase conversion rates.

Here are two statistics that illustrates the role that brand advocate can play for the growing your business.

  • 92% of consumers trust recommendations from brand advocates. (Nielsen)
  • Only 18% of consumers trust recommendations from industry influencers. (Forrester Research)
  1. Enable sales to quickly follow up on qualified leads

According to a survey done by InsideSales, it states that:

Your odds of reaching a new sales lead drop over 10 times if you wait longer than the first hour of shown interest, and the odds of [sales] qualifying that lead decrease six times after the first 60 minutes.

Therefore, you need to enable your sales teams for immediate follow up, once a lead is qualified, since the longer you wait to reach out to a qualified lead, the lesser the chances of conversion will be along with the passage of time.

Using a Best small business CRM software like ConvergeHub, which is capable of creating reminders and automating tasks it is easy to send alerts to sales reps the moment a new lead becomes qualified, to ensure that your sales teams do not let MQLs fall through the crack.

Key Takeaway

Lead conversion is the bread and butter of your business since it is a process that allows your business to grow, by bringing dollars into the coffers in your organization.

Nevertheless, as you can see, lead conversion does not happen on its own, as it requires serious planning and execution of various tactics to increase the lead conversion rate.

Therefore, always measure your lead conversion ratio, by keeping a scorecard that can help you track this metric so that you can easily identify what is working and what is not, and let you fix the nonperforming issues and focus more energy on conversion tactics that are producing results.

The math is simple. When you increase engagement levels, you boost conversion rates, and revenue climbs.

Do you have any tips for increasing your lead conversion rate? Let us know in the comments section below!

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Time-Tested Steps For Finding Accurate And Quality Data In Your CRM Database

Your easy to use CRM database is home to some of your businesses’ most important and valuable information, like selective information about your leads, customers, prospects. The information stored in a CRM database is invaluable for your company’s marketing, sales, and customer support teams- but only and if only it is of high quality and is up to date. According to a research done by Gartner in 2018, it was found that: More than 25% of information and data within a given organization is likely flawed. Therefore, what are these vital things you can do to help clean and improve the performance of your CRM database?

Your easy to use CRM database is home to some of your businesses’ most important and valuable information, like selective information about your leads, customers, prospects.

The information stored in a CRM database is invaluable for your company’s marketing, sales,and customer support teams- but only and if only it is of high quality and is up to date.

According to a research done by Gartner in 2018, it was found that:
More than 25% of information and data within a given organization is likely flawed.

It is a known fact that most employees in any organization across the globe probably do not particularly cherish entering data and even reflects on it as a total waste of time, but inputting data (and the entire data) into your CRM database upfront will definitely help to save resources and time in the future days to come.

64.2% of companies rate CRM tools as impactful or very impactful- LinkedIn (2018) Click To Tweet

Therefore, what are these vital things you can do to help clean and improve the performance of your CRM database?

  1. Input your data in real-time (or as close to it as possible)

Never let your employees wait until the end of the day to log information and interactions that they had with their customers and prospects. This is because, it is absolutely normal for many people to overlook and not remember things, and so it is only by entering information in real-time, can stop the potential threat of leaving out valuable information on the table.
Since, with the growth in mobile CRM technology, your employees nowadays can even feed in data into the CRM database on the go.

  1. Remove duplicate records

Finding multiple records for the same contact can not only distort important information, but it can also easily cause inconvenience for salespersons and customers alike. Therefore, to stop this error, try to identify duplicate data and merge them, and thereby create one single record for each customer.
Performing this exercise will help ensure the insights that you have gathered inside your easy to use CRM software platform’s database are accurate and effective.

  1. Missing data? Add it!

Be sure that you always remember to include complete data in your CRM platform. Therefore, fill in all the fields in your easy to use CRM solution without leaving behind any information about your leads, customers, and prospects.
Since, once you are lacking information, the efficiency of your CRM data will instantly become less important and valuable to your employees and your visibility into your leads and customer’s profiles will also become blurred and incomplete.
Therefore, if you are using lead capture forms for sustaining your marketing efforts, be sure to collect all the information that you need to fill into your CRM database.

  1. Keep CRM data up-to-date

Once more we reiterate, this is absolutely critical for optimal performance of any easy to use CRM platform. Since, outdated data in the CRM database can cost sales, marketing, and a support person’s time and at times even a sale.
It is a natural phenomenon that individuals and businesses often relocate or alter their contact information, which can make the data stored in your CRM database inaccurate.

Therefore, it is always a good idea to continuously monitor and update your CRM database with the most up to date information you have for the growth of your businesses’ sales and revenue.

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Easy To Use CRM Hacks That All Small Business Users Should Know

Organizations depend on personal relationships to convert their prospective leads into customers for delivering great customer experiences. For small businesses and startups, this process of personalization often has to rely on collecting customer-facing data from different sources- although that era may have come to a close. Thanks to the backlash faced by Facebook dealing with Cambridge Analytics, whereby millions of user data from the social media website was improperly accessed and used, which shows the vulnerability of purchasing, sharing, and handling third-party information on the internet. Since, there are several businesses across the globe that uses third-party data, to leverage their sales, marketing, and support teams, just because they are not properly leveraging data collected in their easy to use CRM systems.

Organizations depend on personal relationships to convert their prospective leads into customers for delivering great customer experiences. For small businesses and startups, this process of personalization often has to rely on collecting customer-facing data from different sources- although that era may have come to a close.
Thanks to the backlash faced by Facebook dealing with Cambridge Analytics, whereby millions of user data from the social media website was improperly accessed and used, which shows the vulnerability of purchasing, sharing, and handling third-party information on the internet.
Since, still there are several businesses across the globe that uses third-party data, to leverage their sales, marketing, and support teams, just because they are not properly leveraging data collected in their easy to use CRM systems.

15% of a business’s annual profits are misspent owing to bad data residing in their CRM database as CRM data degrades at a rate of 30% per annum. - Gartner Click To Tweet

As a matter of fact, Facebook’s changes in the policy might actually be a boon in disguise since small businesses and startups can even find better success using the data from their CRM database to access customer insights than procuring data from third-party sources across the globe.

The eternal fight between startups and better tech organizations

In an ideal situation, founders of startup organizations will always cherish and understand the tools that get them more businesses, but in reality, that is not the case every time. Even easy to use CRM software systems, can be very difficult to maintain, which can be annoying for small business entrepreneurs.

However, at times when this irritation translates into abandonment, customer data in the CRM database becomes segmented within the company. Making sales persons lose access to the information collected by the businesses’ marketing efforts, which can hurt their growth in sales with time.

On the other hand, by providing access to real-time data on customer and leads, best small business CRM software platforms, like ConvergeHub, helps startups to refine customer service and improve marketing and sales strategies within the organization.

According to Nuclear Research, it has been found that having a real-time access to customer data in the CRM database, shortens sales cycles by more than 14%.

Nevertheless, an easy to use CRM, in and of itself, is never the cause of frustration for small business owners. Rather, this frustration stems from using the CRM software inefficiently.

In a study based survey done by Opinion Matters (a market research group), an average sales rep spends approximately 15 full working days every year entering data like phone numbers into their online customer management system.
However, it is a known fact that most startup entrepreneurs do not want their sales reps to enter phone numbers, rather they want their salespersons to make calls.

Easy to use small business CRM software platforms like ConvergeHub provide automated features like many other Salesforce Alternative CRM software solutions to help. However, if the sales teams do not understand or comprehend how to use these important tools, they continue to squander time plugging in data manually.

Proper use of small business CRM software solutions does not merely drive sales, but an easy to use CRM platform can also help executive teams in your startup and small business organizations to transform large sets of data into easy-to-read reporting formats, informing better strategies that lead to shorter meetings.

Therefore, it can be easily said that “smart” small business CRM software benefits everyone in the organization.

But what does usage of “smart” CRM looks like and how can small businesses and startups adopt this online lead management software without a headache?

Easy to use CRM software can be a source of critical insight that empowers small businesses and startups to see their data from all angles and thereby deliver more personalized services to their customers.

Here are four awesome tips which can easily help small organizations to get more from their CRM software platforms and turn this potentially confusing business resource into a powerful weapon for sales and growth of the organization.

  1. Tell the CRM software what to streamline

Manual processes are not only time consuming but they are always most often liable for creating mistakes. However, CRM automation with Salesforce Alternative CRM solutions like ConvergeHub can eliminate this barrier by importing data and information, compiling related data, and thereby help make smart schedules for your sales and marketing employees.

According to a study conducted by IBM developerWorks, it has been suggested that “ease of use” is the most demanding feature in a Salesforce Alternative CRM solution, as one of the biggest lacunae of Salesforce CRM is its steep learning curve for most CRM users across the globe.

One way to make a CRM software solution easy to use is by telling the software to group information together by prospects rather than by their activities. Doing this will help sales reps to easily find everything, on a specific lead or customer, right from emails to notes, which can provide a more comprehensive picture of the sales process, allowing the easy to use CRM user to identify weaknesses and strengths in their sales strategies.

Most easy to use small business CRM software can create lists that feature industry roles with job titles of the leads, and customers and store them in the CRM database, which aids salespeople to personalize their very first calls, and thereby make the cold-call process more productive.

  1. Learn to spot at-risk accounts

Research done by Bain and Company (a global management consultancy headquartered in Boston, Massachusetts) found that just by increasing customer retention rate by a mere 5% can scale-up profits by as much as 95%.
Easy to use CRM software is the perfect business tool to track engagements of the customers, as it allows employees to step-in to aid clients when thing look bad.

For example, let us assume a company regularly receives calls from its customers related to technical issues, but without an easy to use CRM system those complaints might go without any notice, especially if they were handled by different people.
Since, with efficient tracking, startups and budding businesses can easily identify those patterns and conduct proactive calls to resolve issues even before their customers abandon the ship.

Fortunately, CRM software platform like ConvergeHub makes this task easier, simply by setting up flags for different users (such as repeat complains) and can subsequently alert sales and support reps, when customers set off one of the triggers created in the software.

  1. Make marketing and sales play nice

All business organizations, new or established, runs better when marketing and sales work together seamlessly.

Altify (a globally renowned company that delivers enterprise sales methodology) found that businesses with aligned marketing and sales teams have 26% higher win rates and 18% shorter sales cycles than the companies that do not.

Larger business enterprises are presently walking up to the benefits that alignment in sales and marketing offers, which should signal a necessary shift even to the startups.

In an article written by the by the marketing manager of MNF Group (Australia’s largest telecommunications companies) Maria Wirth, said:

With the tidal wave of content marketing and lead nurturing initiatives, the seamless handover of leads back and forth between sales and marketing becomes a crucial key to success.

Therefore, never encourage your CRM system to become the exclusive property of just one team, but instead insist both sides to contribute to the customer data stored in the CRM database.

This way, you can aid sales and marketing teams to communicate with each other and help them close deals and also aid marketers to develop effective campaigns that provide sales that they need.

  1. Use robots to make the best small business CRM adoption easy

Virtual assistants, like voice-recognition devices and Chatbots powered by artificial intelligence, can work together with several best small business CRM systems to set up appointments, or add extra information on the customers to files, and even locate information without forcing the CRM users to sift through the CRM database manually.

A research conducted by Statista (an online statistics, market research, and business intelligence portal) estimated that from 2017 through 2021, the adoption of AI in the CRM sector could add $394 Billion in value over time.

Conclusion

Therefore, although most small businesses and startups know that they need an easy to use CRM software for their organization, nevertheless most often they just do not know how to use the system effectively.

Nevertheless, when a CRM system is used correctly it can be easily transformed from an operational necessity to a system that provides a competitive advantage and helps startups generate improved customer satisfaction and therefore create higher revenues.

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The Importance Of A Clean CRM Database To A Successful Sales Team

Regardless of what industry you are in, growing your business to new heights can really be a challenging up-hill job. In any business, its sales teams achieve success for a number of reasons, and so it is often tough to exactly pinpoint why one business or a sales team is more successful than another. Nevertheless, there are in general two important factors that most thriving sales teams employ for success and growth of their businesses- the right easy to use CRM software and proper data management of their CRM database.

Regardless of what industry you are in, growing your business to new heights can really be a challenging up-hill job.
In any business, its sales teams achieve success for a number of reasons, and so it is often tough to exactly pinpoint why one business or a sales team is more successful than another.
Nevertheless, there are in general two important factors that most thriving sales teams employ for success and growth of their businesses- the right easy to use CRM software and proper data management of their CRM database.

Why?

This is because to move ahead in this modern competitive marketplace, businesses need to have the right people and essentially the right tools to work hand in hand.

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Therefore, when businesses use the data utilized by their sales teams on a day-to-day basis (which includes actions taken by the sales teams to turn prospective leads into customers) and input that data into the CRM database, it creates a potent business model that provides any business an edge over its competitions.

After all, there is simply no point in adopting a robust and easy to use CRM software , if you cannot use it to its full advantage- manage all your businesses’ data, and streamline the sales process for your marketing and sales teams.

Since, proper and effective CRM data management in combination with an intelligent and intuitive CRM software not only escalates your businesses’ marketing, sales, and customer relationships, but it also keep your sales teams working efficiently, which in turn boosts revenue growth inevitably.

Reasons you require CRM software to manage data and boost sales

Are you still using pen and paper or a spreadsheet to track your customer’s sales history and not using an easy to use CRM software to manage your customers or track your sales data and business processes?

Do not worry! If your customer data management is still stuck in the Paleolithic or Old Stone Age, there is no better time than now for an upgrade.

With incredible CRM software platforms now available like ConvergeHub CRM for small business and others, your business can easily organize and integrate not only all your lead and customer data, but even your entire sales process (from managing leads and prospects to closing deals). In addition, CRM also provide comprehensive data analytics, and customer relationship management that are acceptable to your entire sales, marketing, and support teams.

This means, even if one sales rep in your company picks up where another sales person left off, they can find complete customer communication and interaction history, which in turn makes the customer feel important and valued.
With a small business CRM software platform like ConvergeHub, important information, and data is seamlessly updated across all networks, which allows every person in your organization to stay focused and up-to-date on what that matters the most- THE CUSTOMER.

Inputting your business data in the CRM database in an easy to use CRM software can even free up time spent on analyzing customer data for generating leads, sending follow-up emails, or setting up appointments for your sales teams. Since, these tedious tasks can kill time that takes away critical opportunities for harvesting revenue, away from your sales teams.

Easy to use CRM software when used efficiently acts as the heart of your organization and helps your sales teams to streamline data and sales processes. By managing and tracking all sales and customer-facing interactions, easy to use CRM software like ConvergeHub, provides everything that you need to close deals and keep your customers happy at your fingertips, which is the true driving force behind any successful business.

By organizing your customer data in the CRM database into helpful categories like Customers, Lost deals, Influencers, Potential partners, and many more, an easy to use CRM platform ensures that your sales reps never fail to meet the requirements of every person that contributes to the growth of your business.

Beyond this, CRM software also offers robust analytical tools that can help your organization to make strategic sales, and budget decisions, by viewing wins-losses, rep performances, and analyzing gaps in your sales processes.

Therefore, what does all this ultimately means?

The answer is- Happier customers, happy sales teams, and therefore, more sales and revenue.

THE TIME TO GET ORGANIZED- IS NOW!

According to a research conducted by a reputed global agency in 2017, it was shocking to find that an astounding 40% of businesses nationwide do not use any data management software and still rely on spreadsheets to mange leads and opportunities, before turning to more often than not cloud based CRM software platforms.

Therefore, by now we guess that must be saying to yourself: “I am in- but how do I get started?”

Well, actually it is all very simple.. So here we go!

STEP #1- SIGN UP

If your small and medium-sized business does not already have an easy to use small business CRM software, it is time to sign up now.

With all the options, that are on-hand these days, you might feel a bit inundated and overwhelmed, but with a little research, you can quickly find which robust small business CRM software, might work best for your business and your sales teams.

STEP# 2- INPUT YOUR DATA INTO YOUR CRM SOFTWARE

Primarily, once you begin, you need to be really careful about how you input your data in the CRM database, so that it matches your sales processes and help you to track your customers exactly as you would like it to do.

Luckily, most easy to use cloud based CRM software like ConvergeHub, comes with systematic, and explicit tutorials that will ensure that all your data is entered in the most appropriate ways, which can efficiently help you to drive your sales teams, and keep them organized.

All best sales CRM software solutions out there offers features to manage all your customer data in the CRM database, through the sales process, including:

  • Leads
  • Campaigns
  • Products
  • Pricing
  • Opportunities
  • Invoicing and Quotes

In all fairness, while even an easy to use CRM software is incredibly useful for businesses, nevertheless, it is not a perfect system.
Hence, inputting data in the CRM database, may initially have some pushback from your sales reps and make them feel that their time could have been more profitably spent making sales (and not inputting data), but in this case, remind your team that ensuring input of quality data in the software is vital for long-term success of any sales team.

STEP#3- OBSERVE YOUR BUSINESS GROW

Once your sales and customer data in the CRM database is organized and is used efficiently, you can expect to see a flourish in the growth of your sales revenue and hence your sales teams will finally find time to focus on their customers- which is the “numero uno” method for improving sales and profitability.

Remember, in today’s competitive marketplace, adopting an easy to use CRM software like ConvergeHub for growing sales and getting your customer data organized is no longer an option, but an absolute necessity for taking your business to the next level of success.

Is your business stuck with mediocre or no growth?

See how ConvergeHub can skyrocket your revenue growth in 2019 and beyond.

Just click here to schedule a 30-minute ROCKET LAUNCH Session to scale your business to next level.

Here is what ConvergeHub can do for your businesses:

    • Acquire leads through structured marketing campaigns

    • Build your own sales process to follow up and nurture leads

    • Drive sales with efficient sales automation

    • Turn your customers into raving fans through efficient customer support

    • Grow revenue through single click Quotes and Invoices

    • Get 360-degree customer view to provide highest customer satisfaction

    • Multichannel touch points in real time with all prospects and customers

    • Automate your workflow to increase team productivity

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Why You Just Cannot Make Up For Churn With Upsells

Optimizing the customers’ experience around your brand is a great way to find new customers, and the best way to foster customer loyalty. Nevertheless, still now, neglecting the customers before and after the sale is the biggest barrier in addressing this issue, which usually happens due to a lack of deep understanding of the customers. Therefore, it is important that you have the right systems in place, an easy to use CRM software like ConvergeHub, for a comprehensive understanding of your customers, which is required to achieve your business goals, be it trying to create more engaging contents, optimize your customers’ experience, or increase sales. CRM is a software that helps in leveraging both qualitative and quantitative data by collecting and storing customer-facing information in the CRM database, which helps you to better understand your customer’s mindsets that are needed in order to get you started.

Today we are going to unveil one of the greatest (and yet least spoken about) misconceptions around parameters like customer success- which illustrates why you cannot successfully offset customer churn with upsells.

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Here is the basic math:

Now, let us consider if your business loses $ X when one of the customers cancels their service that you offer, (or decides to remain but pays you less because of downsells or discounts), you need to replace that $ X before your business can start to grow.
There are two main ways you can offset churn revenue:
1. By acquiring new customers for your services
2. Making your existing customers pay more by expanding their relationship with your brand

However, as many businesses have found that the first suggested method (acquiring new customers) is often a losing or a difficult proposition for it creates a longer payback period for CAC (Customer Acquisition Cost), it is the second suggested method (making your existing customer buy more) solves your problem.

Right? No, it is not!

Since Customer Success thought leaders like Lincoln Murphy and other similar professionals that we have in Team- ConvergeHub Rocket Launch 2019, believes that using existing customer to offset churn does not work either, so here is their well-reasoned argument:

The expansion is part of the customer’s success

Upselling and cross-selling only happens because a customer is satisfied with your products and services. Therefore, account expansion is a part of a customer’s growth towards success. However, if churn is what that happens when a customer is resentful towards your services and offerings, then expansion is not achievable when the growth of the customer is unsuccessful.

As Lincoln Murphy clearly states:

You can’t use upsells to offset churn because churn is caused by the very thing that prevents upsells from happening.

Hence, if you anticipate your Customer Success to be just more than making customers happy- which implies you expect your Customer Success as a Growth Engine element through up-sell and cross-sell, you must at any cost have a baseline focus on your customer’s success plans.

Offsetting is NOT growth

According to our Team- ConvergeHub Rocket Launch 2019, a critical metric to track in your Customer Success strategy is your NNR (Net Revenue Retention), which is the revenue that stays at the end of a timeline, net of any up-sell and churn.
Therefore, if your NNR is lesser than 100%, it clearly states that your business is shrinking.
Nevertheless, the paradox is, an NNR of 100% also does not necessarily mean that your business is growing, as it only implies your business is stagnant and to quote Murphy:

If that status quo is due to expansion ‘offsetting’ revenue churn just to break even, that’s likely a really bad sign.

Hence, it is advisable that your business should always have an NNR that is greater than 100 percent, which only indicates that you are making more from revenue expansion than any churn.

Then again, although this might seem like an appreciable thing for your business, even then it is not, the reason is what is being explained below.

Math and reality are different

As we said earlier that you just cannot use up-sell to offset churn since churn is caused by everything that hinders up-sells from happening, which Murphy explains:

If you are acquiring customers without Success Potential and/or not doing what is necessary to ensure your customers that have Success Potential are unlocking such potential, then you are not creating the conditions necessary for expansion. You’ve created – by choice or by accident – an environment and experience that are not congruent with the customer’s success; so how can you realistically expect enough customers to buy more or invite you into other parts of their company to offset the damage that’s being done by the customers you’ve failed?

While we can find exceptions with invariable edge-cases of businesses that have managed to offset their customer churn with up-sells, but in most cases, the reality is, this is not going to work, as according to Lincoln Murphy:

You simply cannot achieve the revenue expansion necessary to offset revenue churn – in a scalable, repeatable way – when you’re not working to ensure your customers are successful since expansion is PART of the customer’s success.

Therefore, the action that you need to take is what follows below.

Focus on avoiding churn

While it may seem to be a reasonable argument that churn need not be present, several businesses have even accepted the fact that customer churn is a reality, which is how they have developed plans (like up-selling) to offset that churn.
Nevertheless, Murphy advises getting back to the core of the problem and working out ways to reduce and eliminate it, as he states:

When you don’t have churn, you don’t have to offset the lost revenue; all of your expansion revenue just adds to the top line and improves your margins. It’s true that it costs less to get revenue from existing customers than from net new customers, but this only works if you create the conditions for Customer Success. And ultimately, this focus on the customer’s success directly increases the value of your company.

Customer Success Tips Around The Web

Skills to help you truly know your customers

Optimizing the customers’ experience around your brand is a great way to find new customers, and the best way to foster customer loyalty.
Nevertheless, still now, neglecting the customers before and after the sale is the biggest barrier in addressing this issue, which usually happens due to a lack of deep understanding of the customers.
Therefore, it is important that you have the right systems in place, an easy to use CRM software like ConvergeHub, for a comprehensive understanding of your customers, which is required to achieve your business goals, be it trying to create more engaging contents, optimize your customers’ experience, or increase sales.
CRM is a software that helps in leveraging both qualitative and quantitative data by collecting and storing customer-facing information in the CRM database , which helps you to better understand your customer’s mindsets that are needed in order to get you started.

Avoid Customer Success being stuck in a vacuum

Your customer success team can never succeed if it is stuck in a vacuum. Therefore, to add a strong relationship with key stakeholders, and customers, and to dish-out your immediate wins here are certain elements you must ponder for the success of your organization:

Ideas for quick wins:

  • Do you have a company-wide meeting?
    -Let your Customer Success Manager present great customer conversations, both positive and negative, that they have had and the learning that resulted from such discussions.
  • Do you have a company-wide newsletter?
    -Let your Customer Success Manager write up a customer spotlight piece or a summary of the feedback they have received.
  • Do you have sales meetings?
    -Let your Customer Success Manager be an active participant in the meetings with your Sales Teams.
    (Our CSM at ConvergeHub attends once a week and we have found it to be very beneficial).

 Word to the Wise

Are you a business leader poised to take your company to the next level and reduce churn, and looking for a software platform that can help you do that?

If so, ConvergeHub is for you!

Hence, sign up for a FREE 30-minute Rocket Launch session with us, and take the first step towards creating massive growth for your company in 2019.

During the Rocket Launch session, Team- ConvergeHub Rocket Launch 2019 will do a deep dive into your business along with you, and brainstorm how ConvergeHub can help you acquire leads, automate your sales process, improve your conversion, reduce churn, and get more referrals from satisfied customers.

So why wait- Sign up now! Limited slots are still available. What do you have to lose?

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Key Features That You Need In Your Best Small Businesses CRM Software

When it comes to the best small business CRM software, every organization requires different features. However, in general, there are a set of key features that all small and medium-sized businesses, should make sure to include in their CRM that will work for now and also in the future days to come. Since the very last thing you want to have to deal with as an owner of a small business is a messy integration into a different system. Now, that being said what are the core features that all small businesses need to have in their CRM platforms? The core features, which all small business need in their easy to use CRM platforms are as follows.

When it comes to the best small business CRM software, every organization requires different features. However, in general, there are a set of key features that all small and medium-sized businesses, should make sure to include in their CRM that will work for now and also in the future days to come. Since the very last thing you want to have to deal with as an owner of a small business is a messy integration into a different system.

In 2018, 87% of the businesses are estimated to use cloud-based CRM, while a mere 13% are pegged to use on-premise CRM. Click To Tweet

Now, that being said, what are the core features that all small businesses need to have in their CRM platforms?

The core features, which all small business need in their easy to use CRM platforms:

  1. Lead Management and Sales

The purpose of purchasing CRM software, not just for small and medium-sized businesses, but even for larger organizations, is to manage their sales processes and build efficiencies in their customer-facing areas.
You will be hard pressed to buy a small business CRM software that does not include some sort of contact management and sales functionalities since CRM is a software that is specifically designed to do so.
We as an award-winning vendor of small business CRM platform would recommend you to look for an easy to use CRM solution like ConvergeHub that has a robust lead and sales management functionalities that permit your teams to track leads and contacts by creating automated and customized campaigns, which will allow you to more easily scale-up your business.
We also as the creator of ConvergeHub know that the last thing any small business owner wants to implement is a CRM that meets the features they need now but does not have the required capabilities to grow with their business.

Therefore, primarily, sales pipeline management is an absolute “must have” feature for all best small businesses CRM software platforms.

  1. Flexibility and Integration Capabilities

Saying that one of the core features that all CRM needs is flexibility may sound a little vague in the first place; however, it is an absolute must for the growth of any small business.
This is true, as when your business grows, you may not have any idea what are the new software platforms that you need to include for the convenience of your business.
Per say, one day you may choose to use a CRM based on its integration capabilities with your present tele-calling software RingCentral and then maybe you make a switch to NexInteractive predictive dialing software later on. Now if you do not choose a CRM system for your growing organization that features the ability to integrate with different software applications, and is easily customizable to support your teams, your business will suffer and so would your growth.

Therefore, purchasing best small business CRM software like ConvergeHub, which seamlessly integrates with more than 30 business applications, including most popular integrations like Zapier and QuickBooks, is absolutely critical for supporting your sales, marketing, customer support, and accounting teams.

  1. Project Management

Gone are those days when every different business needed a different point of solution to solve their different pain points. Times have changed and so has technology.
Therefore, now the world of CRM has grown so much that you can find a plethora of features out there- which is again just another critical factor what makes it so difficult to choose a CRM system.

As a cloud based CRM vendor recognized and recommended by many, project management is one of these new features that we shall recommend for all small and medium-sized businesses.
Why?

This is because, in a growing business landscape, most small businesses establishments have different facets of businesses and project management functionality. Small business CRM software, helps the employees to keep track of their active projects and tasks, and provides a detailed workflow of their projects for their customers, which includes taking care of multiple resources, costs, and milestones.

  1. Mobile Support

When it comes to startups, and small and medium-sized businesses, we all know that the job does never stop just because you stepped out of your office. Practically, SMB employees and owners in most cases works round the clock, doing anything and everything to make their business grow.
This is the reason for having a cloud based mobile CRM for small business like ConvergeHub (now more than ever) is crucial for any growth-oriented small organization.

Being able to log projects, access prospect data from the CRM database, send messages, and track all customer data, anytime from anywhere, is, therefore, a must for all best small business CRM software, which can be only be done with seamless mobile support.

  1. Invoicing and Order Management

This may seem like a new recommendation for many, but as a small business entrepreneur, you are always going to have to sell your products or services- right?

Well, how much do you assume that your life will be easier if your sales teams can quickly create invoices and quotes and track client billing from a single system?

Having this functionality as a part of your best small business CRM software means that when your sales and customer support executives can look up your customer’s account details, they can easily see an entire history of the customer’s billing and also track the customer lifetime value. Doing this can make your teams aware of how much value each of your customers may bring in a lifetime, which in turn increase their potentiality to up-sell or cross-sell based on the history of the offerings that your customers have purchased in the past.

Order management and invoicing are not common features you will find in most of the outdated CRMs, but it is a feature that modern-day CRM software platforms like ConvergeHub include in its software, and so it is also known as QuickBooks CRM.
ConvergeHub the best small business CRM software allows QuickBooks CRM integration free and is therefore considered as the best QuickBooks CRM for sales teams.

Conclusion

So do you need all these 5 Features in your CRM for SMB?

Well, the answer is ‘Yes’.

This is because, in today’s working environment, all these 5 features are an absolute must if you want to run your business as efficiently as possible to cut the cost associated with running multiple software systems for the growth of your business.

This cost factor we mentioned above, not only includes paying for multiple products, but also the time-cost that is associated with the time wasted in entering and tracking data in multiple platforms, which even forebodes the fear of creating duplicate and erroneous data entries.

Using a CRM like ConvergeHub that provides a low cost entry point and also a free trial for 14 days not only allows you to see how we would fit within your business processes, but we the best CRM for small business, fits with your existing workflow and enhance them as your business grows in the days to come.

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