Year: 2022

You know that most of the prospects who show interest in your product or service are not ready to buy, right? They’re probably just researching products, getting to know what’s out there, planning for the future, or even gathering information for that upcoming presentation to their management.

So, how do you get these future buyers to think of your product or service when its their time to buy?

The answer is Customer Nurturing.

Customer nurturing is the process of building effective relationships with potential customers throughout the buying journey and beyond.

The goal of customer nurturing is to create an automated, ongoing communication with your potential buyer throughout their customer journey. It is different from lead nurturing in that it is not designed to stop when the prospect buys your product or service. It is also used to engage new customers with your company or to ensure that your existing customers continue to purchase from your company.

The main idea behind customer nurturing is building trust. You spend time establishing a relationship with your buyer and as a result, when you communicate with your buyer, you are welcomed instead of being regarded as intrusive.

Good engaging customer nurturing process have the following characteristics:

• Trustworthy – Trust is what differentiates informational content from spam. Without trust, buyers will raise their barriers, put up their filters and tune you out.
• Relevant – To be relevant, you have to send the right content to the right person at the right time. You will have to segment your audience and then send targeted messages relevant to each segment of the audience.
• Multi-channel – Today’s buyers move quickly across channels and across devices – from email to social media to website to text and back to email again. Your job is to provide an integrated experience across channels.
• Measurable – This is what helps you know the actual impact of your customer nurturing program on your organization’s ROI and lets you define success.

ConvergeHub provides you the tools to set up a long-term customer nurturing program that keeps your buyers engaged through every step of the customer journey.

If you would like to know more about how ConvergeHub can help you develop a long term relationship with your potential buyers and convert them into lifelong customers, talk to us.

Or, if you like to check it out yourself, go ahead and create a free ConvergeHub account here.

Let’s talk about another one of those reasons (excuses?) that our team keeps hearing when businesses don’t want to make the commitment to implementing a modern CRM..

Nobody wants it.

I have discussed it with my team..
My co-founders
My business partner
Our sales agents
The management team
The IT department
My husband/wife/mom/ …[substitute family member here]..
My pet cat [well… haven’t heard this one yet, but we’re bracing for it 😊]

And what did they say?

We don’t need a CRM [or any new tech for that matter]..
We’re managing quite well now..
Why waste the money?..
That won’t solve our problems..
It won’t work for us…

… and the list goes on.

Look..

Even while having the highest regard for whoever gave you that advice, it may be time to ask yourself some tough questions…

Are the people you asked qualified to make that decision?
Do they understand what implementing a modern CRM would do to the organization?
Are they looking at the high level picture or do they have their noses too close to the daily grind to realize that maybe there’s a better way of doing things?
Are they afraid of change?
Do they have anything to gain by following the status quo?

So, before you take action based on someone else’s advice… dig deeper.
Insist on understanding the reason behind the advice.
Do some internal analysis.
Run the numbers.
Make sure everyone has the correct information.

Often information and education, along with a healthy dose of reality, is all it takes to get from a No to a YES!!

At ConvergeHub, we are on your team and are committed to doing whatever we can to help you implement the latest technology to grow your business faster…

If you would like to know more about how ConvergeHub can help you keep growing by implementing the latest technology to close more customers and keep them for life, talk to us.

Or, if you like to check it out yourself, go ahead and create a free ConvergeHub account here.?

Regardless of the work that we do or the business that we are in.. we are all in the business of serving our customer. Our customers.. we may call them clients or patients or members or users or students.. doesn’t really matter.. but the only reason our organization exists is to serve them best that we can and create a great customer experience for them.

Now this may contradict popular opinion.. but I don’t think great customer service is about creating a ‘Wow Factor for the customer all the time.

I think most of the time, our customers are just looking for the job to be done.. efficiently and unobtrusively.
Like, if you go to the supermarket to buy bread.. you are not looking for a welcome party.. all you are looking for is bread.. fresh and available.. so that you can pick it up, pay for it and go home. That’s it. And that’s a good customer experience.

Here are a few ways businesses can create great customer experience:

• Prioritize customer service – It’s less about creating a ‘Wow experience, and more about making customer service easier, more accessible, more intuitive.. with well trained agents who have access to the information they need.
• Management needs to walk the walk – CX needs to be prioritized at the highest level of management so that ownership of CX is pushed throughout the entire company.
• Customer service is not a cost center – CX should be recognized as the revenue driver that it is, which has a positive impact on growth, customer retention, and cross-sell and upsell revenue.
• Multi-channel conversations – Companies need to capture data from all interactions regardless of which channels they are from. This allows customers to continue conversations and pick up from where they left off previously.

If you are looking for a technology that will help you prioritize and serve your customers at every stage of the customer lifecycle, talk to us.

ConvergeHub is a business-grade customer relationship management software that helps businesses build long-term relationships with their customers and prospects. It is easy to implement, can be quickly customized to suit any business, needs very little training and will quickly get your business on the path to 10X growth.

Set up some time with us to brainstorm ideas on how you can use ConvergeHub to build meaningful relationships with your prospects and customers from the first contact to purchase

Or, if you like to check it out yourself, go ahead and create a free ConvergeHub account here.

Continuing our discussion from last week.. when an organization is implementing new technology.. be it a CRM, an ERP system or building custom technology.. people generally expect the ride to be smooth..

Of course that is never the case..
Invariably some speed bumps show up.. which causes organizations to give up on their tech project all too soon.

That is such a waste.. of money, resources, opportunity, team-spirit, potential revenue, future business growth.. and so much more

So, I suggest a new strategy while implementing new technology: Expect speed bumps.

The ride will never be smooth.
So expect speed bumps.
And plan for them.

Knowing what kind of challenges to expect makes it easier to plan for them.

Having implemented new technology for many organizations for many years, I have seen many different types of challenges that stand in the way of a successful implementation. So, I’ll try to name a few of the common challenges in my upcoming blogs and explore some of the ways they can be overcome.

You would think that the most common challenge related to technology would be technical.
But you would be wrong.

One of the most common barriers to a successful tech implementation is… People don’t change

There are many reasons why your people will resist adopting the new technology..
Sometimes it is simply because change is hard… it is so much easier to maintain the status quo.
Sometimes people don’t want to learn new things.
Some are concerned about losing control.
Some are afraid that their job may be at stake.
Some are worried about data security.

You do need a defined strategy to address these concerns.
With proper training and team work and reassurances.. and more training.. everybody will slowly get onboard.

We will continue to discuss the common barriers to successful tech implementations in the coming weeks.

Stay tuned.

Meanwhile, if you are looking for a technology that will have a long-term impact on your organization’s growth, talk to us.

Or, if you like to check it out yourself, go ahead and create a free ConvergeHub account here.

Imagine that you are driving… nicely cruising down the street thinking about what you will do when you arrive at your destination..
… and suddenly you hit a speed bump
what happens?
You are jolted out of your day dream.. you hit the break.. slow down a little.. focus on the road a little more.. pay more attention to your surroundings.. all good things

… and then you continue on your journey.

Do you end your journey?
Does the speed bump make you give up on your plans for the day?
Do you change your mind about the destination because of the speed bump?
Do you reevaluate whether making this journey was the right decision?
Does it make you think that the drive is too difficult.. that the destination is not worth the hassle of the speed bump?
OF COURSE NOT!!!
You know that slow-downs are part of the journey.. you expect them even..

But why is it that people’s attitude is so different when it comes to implementing technology projects in their organization?

Small slow downs..
Couple of hiccups..
Few challenges..
And people throw up their hands..

Too much effort, they say..
Too much time
Too expensive
Too much chaos in the company
Too complicated
Steep learning curve
Not worth the effort
Let’s stop

Wait.. WHAT??
WHY??

Regardless of what any marketing brochure of any product says, making a change in your company that will have major benefits over a long period of time will need some effort. It will not be a bed of roses. There will be some challenges that will need to be worked out.

Some speed bumps should be expected.

So, if you are planning to implement any kind of new technology in your company, here is a new strategy to try – Expect speed bumps.
Plan for them. Know what you will do when they show up (they will invariably show up).

Having this attitude makes it much easier to handle difficult situations when things don’t go as per plan.
So, even if it slows things down a bit
It does not throw you off-track
You continue working towards your goal as planned
Knowing that the destination is definitely worth it.

Next week we will look at a few common speed bumps that occur during a typical technology implementation journey.

Stay tuned.

Meanwhile, if you are looking for a technology that will have a long-term impact on your organization’s growth, talk to us.

Or, if you like to check it out yourself, go ahead and create a free ConvergeHub account here.

If you read my post last week you know that we have started discussing some of the common reasons (excuses?) that businesses give us (and themselves) when they don’t want to commit to implementing a new modern CRM?

Okay, here’s the first excuse in the Excuse Series:

Our business is unique.

We are like no other business on the planet.
We have a unique sales process.
Nobody else is approaching customers in the same way.
There is no one else with the same problems.
We have a different way of handling things.
Our business is too complex for any software tool.
A CRM cannot help us.
We are just too different.

[stony silence]

Um.. well.. sure..

Here’s how I look at it though.. A business is almost like a person.

You know, how every person is unique..
We all have different likes, dislikes, behavior, strengths, weaknesses..
follow different styles, languages, careers..
support different sports teams, politicians, causes..

And yet.. if you ignore the superficial and look a little closer.. we’re all the same, aren’t we?
We have the same needs..
Feel the same emotions..
Go through the same challenges..

I think this applies to businesses too.
Businesses are vastly different and very similar at the same time.

Yes, every business is unique.
And yet, all businesses offer products and services, have customers to whom they sell those products and services, and generate revenue as a result of those transactions.

Sure, their way of accomplishing those activities may vary.
Their processes may be different.
How they find customers may be different.
How they make those customers happy may be different.

But those are just details.

Any business that has customers (or followers or members or patients or clients or tenants or borrowers.. you get the idea..) can benefit from implementing Customer Relationship Management (CRM) technology.

Everything else is just configuration and processes that you setup inside the CRM platform.
Yes, you might need to take a look at your business processes and think through how you want to set it up.
You may have to rethink and improve some of those processes.
But others have done it.
And you can absolutely do it.

Believe me, your business is not all that different.
And that is a good thing.

At ConvergeHub, we are on your team and are committed to doing whatever we can to help you implement the latest technology to grow your business faster..

If you would like to know more about how ConvergeHub can help you keep growing by implementing the latest technology to close more customers and keep them for life, talk to us.

Or, if you like to check it out yourself, go ahead and create a free ConvergeHub account here.

Ever wondered why we hate doing things that we know are good for us? We not only avoid doing those things, we actually come up with perfectly good reasons for not doing them. We have excuses for not going to the gym, or sticking to a diet, or making that call, or filling that application,.. and not just that, we even convince ourselves to believe those excuses.

Having worked in the world of technology for a very long time, I have seen my share of technology excuses.. I’ve heard all the reasons why a business really really wants to go ahead with a new technology which they know will help them grow, but they just can’t because [insert excuse here]. They have endless discussions and talk themselves out of something they know will help them grow.

Technology has advanced tremendously in the last few years, and using it properly will definitely make your job easier and your company more successful. Whatever your reasons are for not embracing technology, I’d love to explore them with you.. and who knows may even be the catalyst for overcoming them..

So, here’s an idea.. I’ll create a new blog series and talk about a different excuse in every blog, along with some suggestions on how to get past it. How does that sound?

Meanwhile, if you’re running out of excuses to avoid technology, and would like to know how ConvergeHub can help your business grow, talk to us.

Set up some time with us to brainstorm ideas on how you can use ConvergeHub to build meaningful relationships with your prospects and customers from the first contact to purchase.

Or, if you like to check it out yourself, go ahead and create a free ConvergeHub account here.

Spring is here! … although officially Spring begins on March 20, you can already see its effect all around… flowers are blooming, days are getting longer and warmer.. and maybe you find that your thoughts are turning to spring break 😊

During this time of the year it is hard not to get excited about new beginnings..
Beginnings are full of possibilities, potential, excitement.. and hope.

And after the devastating pandemic of the last two years when all of these emotions were in short supply, we all could do with hope and new beginnings..

Yet, as you start working on new beginnings in your organization, it is important to remember that while some things may have changed forever and their impact will remain (think zoom meetings, online groceries, remote classes,..), some things never change and they are just as important now for your business as they were in the pre-covid era.

Here are a few of the ‘always-true’ strategies to adopt while you start to rebuild your business:

Focusing on Customers – Customers, both current and prospective customers, are the primary reason why a business exists and focusing your attention on them is always the #1 strategy for any business. Nothing has changed there.

Prioritizing Team productivity – Most businesses were suddenly forced to operate in remote mode. Although some did scramble in the beginning, most have adjusted to it and along the way realized that this may be a good thing. They are implementing new processes so that employees can communicate effectively even if they are not sitting in the same office or even in the same time-zone.

Improving Customer Service – Generating repeat businesses is arguably the best way to grow without incurring additional marketing expenses. And the best way to generate repeat sales is to take care of your existing customers. So this one is a no-brainer.

Investing in Technology – It was always important to invest in technology but now it is absolutely critical. Maintaining your prospect database in a spreadsheet or having local servers that crash or spending hours typing up a business contract from scratch was barely tolerable in the pre-covid era, but now it amounts to business suicide.

Are you adopting any of these strategies?
Or are you adopting different strategies for rebuilding the organization?
Either way, we are here for you..

If you would like to know more about how ConvergeHub can help you with the ‘new beginnings’ in your organizations and grow your revenue this year, go ahead and reserve a confidential consultation with one of our experts.

Or, if you like to check it out yourself, create a free ConvergeHub account here.

All relationships demand time and effort. Whether it is personal relationships with your family or friends or business relationships with customers, partners or colleagues… if you want that relationship to flourish you have to give it time and effort.

Communication, trust, reliability forms the basis of any relationship, be it business or personal.. but in case of business relationships, especially customer relationships, these qualities can be harder to follow through on.

How do you build trust with a prospect?
How do you convince an angry customer that your product is still reliable?
How frequently should you communicate with your clients?
What if it is too frequent? What if it is not enough?

There are no simple answers to these questions. Every organization must ask and answer such questions for itself.

Yes, customer relationships demand that time and effort.

But the results are well worth it.

You can see it in the prospects converted, cases closed, customers retained, deals won..

If you can ask the right questions and take the time to come up with the answers.. today’s technology makes it easy for you to follow through on those answers and implement them in your organization.

Customer Lifecycle Management software like ConvergeHub makes sure that you keep in touch with your prospects, answer their questions and provide a seamless customer experience…

If you would like to know more about how ConvergeHub can help you put Customer Relationship at the center of your organization, go ahead and reserve a confidential consultation with one of our experts.

Or, if you like to check it out yourself, create a free ConvergeHub account here.

When you implement a technology like CRM (Customer Relationship Management) in your organization, how do you look at it? Is it a software that the tech guys should take care of? Is it a change in business process that will cause chaos in the short term? Is it a way to increase sales? Streamline your Contacts and Customer database?

Having worked on customizing, building and implementing CRM software for decades, I think CRM is more than a software or even a tool.

CRM is a mindset – to make any CRM implementation successful, organizations need to change the way they think.

CRM is transformation – it transforms how you think about your Customers and how you interact with them. It helps you put your customer’s interest at the center of your organization.

CRM is continuous improvement – CRM is never a deploy-once-and-forget-about-it tool. It is about gaining insights, improving processes, measuring value. Repeat.

CRM is an organization’s heartbeat – In today’s environment where our customers are online, our teammates are remote and the selling process is virtual.. a CRM platform can be the central heartbeat of the entire organization.

I will continue talking about what CRM means to organizations. And I would love to hear about your experiences implementing CRMs.. you can reply to this email and share your CRM implementation story with me.

If your organization is planning to implement a CRM and needs someone to discuss matters, feel free to reach out to me.

If you would like to know more about how ConvergeHub CRM can help drive more revenue for your organization, go ahead and reserve a confidential consultation with one of our experts.

Or, if you like to check it out yourself, create a free ConvergeHub account here.

In my last blog, I talked about how most businesses view technology as a “necessary evil”. It is associated with over-budget projects that lead to bottlenecks and frustrations.. and the top leaders wish they didn’t have to deal with it… so they just toss it over to the ‘IT Department’..

It’s as if an invisible wall exists between ‘business leadership’ and ‘tech leadership’..

Truth is, like it or not, Technology has taken over every facet of running a business, and the sooner the business leaders of a company realize this, the more they will be able to take advantage of it and will be able to use it to grow their business.

I strongly believe that the wall between technology and rest of the business should be broken down.

In today’s world, there is no difference between business and technology.

Technology is not a siloed part of the business any more.

Technology is the Business…

So, business leaders should also be tech leaders.

Technology is the enabler of Business.
It is the tool that can be used to solve most business challenges.
It can help take your business to the next level.

I will continue to talk about how you can use technology in different areas of your business and take it to the next level.

Meanwhile, if you need someone to brainstorm on how you can use Technology to take your company to the next level, feel free to reach out to me.

If you would like to know more about how ConvergeHub’s Customer Lifecycle Management Technology can help drive more revenue for your organization, go ahead and reserve a confidential consultation with one of our experts.

Or, if you like to check it out yourself, create a free ConvergeHub account here.