Tag: East to Use CRM

Key Customer Experience Metrics That You Must Measure and Cannot Leave Behind

In this modern era of data analytics, most businesses have enough information, metrics, data, and dashboards in their easy to use CRM software platforms to deal with. However, unfortunately, when it comes to Customer Experience or CX, most organizations do not always keep a track or measure and report the right metrics for their organization. In a report published in 2018 by NPX & CX Benchmark states: “One-third of businesses (especially small and medium organizations) do not measure their Retention or Customer Churn.”

In this modern era of data analytics, most businesses have enough information, metrics, data, and dashboards in their easy to use CRM software platforms to deal with. However, unfortunately, when it comes to Customer Experience or CX, most organizations do not always keep a track or measure and report the right metrics for their organization.

By 2020, more than 40 percent of all data analytics projects will relate to an aspect of customer experience- Gartner Click To Tweet

In a report published in 2018 by NPX & CX Benchmark states:

“One-third of businesses (especially small and medium organizations) do not measure their Retention or Customer Churn.”

Well, this is indeed an irony since businesses spend a considerable amount of their time and resources in sales and marketing but ultimately they do not keep a track of how many of those acquired customers have been retained or try to find what were the reasons for their attrition.

Hence, how big or small your business is, and in which sector your company belongs to, here are key 4 top of the line Customer Experience metrics that you should track and measure at all times using your best small business CRM software.

What are the CX top of the line metrics?

Top of the line metrics in CX are those that bear minimum stats you should measure which are outcome indicators and lag measures that can be easily found in your easy to use CRM platform’s dashboard. These metrics help to keep us tied to our organization’s long term visions and goals for strategic business growth . Therefore, to show an improvement on these metrics, we need to improve other independent or lead Customer Experience (CX) metrics in your CRM database.

The most vital top line CX Metrics that you should always measure are:

  • Net Promoter Score
  • Customer-Lifetime-Value/Cost-of-Acquisition-of-Customer
  • Customer-Churn
  • Customer Effort Score

So let us talk about each of them now briefly.

  1. Net Promoter Score (NPS)

Possibly, there is no need for a detailed explanations since NPS has gained tremendous popularity in the recent times, as in a report published by Forrester it indicated that more than 70% of both big and small organizations listed in the Fortune 1000 companies use Net Promoter Score to measure the loyalty of their brands.

The biggest advantage of this metrics is its simplicity (you can use a single question format) to evaluate the customer’s intentions to recommend your offerings to their trusted ones, like friends, colleagues, and relatives.

The uniqueness of the NPS question lies in its 11 point survey, which is scaled from 0 to 10, with 0 to 6 as detractors, 7 and 8 as passive, and 9 and 10 as promoters of your brand.

In order to calculate your brand’s NPs, detract the percentage of Detractors from this percentage of Promoters.

For an example, if 60 percent of your respondents in the Net Promoter Survey (which you can perform using email campaigning functionality in your easy to use CRM) are Promoters and 10 percent are Detractors; your brand’s NPS is 50.

The importance of NPS is that it provides an insight into the customer loyalty spectrum for your business so that you can identify the weak points in your customer experience that needs improvement.

  1. Customer-Lifetime-Value/Cost-of-Acquisition-of-Customer (CLV/CAC)

What is interesting and we are looking for in these two metrics is the ratio of CLV to CAC that can be easily measured in all best small business CRM software platforms.

What is Customer Lifetime Value (CLV)?

CLV (Customer Lifetime Value) which is also known as LCV (Lifetime Customer Value) is the net economic or financial value associated to the relationship between the customer and the brand or the company.

CLV is an ideal metric that illustrates and lets us know how much revenue we are making from each customer. Additionally, when CLV is averaged out, any organization can easily generalize it for its entire customer base.

CLV is an important measurement that you must measure using your easy to use CRM software since if you are not making enough money from your relationship with your customers, it is no brainer that you may sooner or later seize to be in business.

Calculating net contribution (profit margin) or net financial value from an ongoing relationship with your customers will definitely involve the contributions that your buyers have made in the past and an ongoing estimate of their future contributions for your brand. Therefore, CLV or LVC is estimated metrics.

Hence, to explain it in its simplistic form, Customer Lifetime Value is the average sum of purchases made by your customers till they retire or churn.

Therefore, CLV takes into consideration the “average contribution from each customer per period” and the expected number of periods that the customer remains with the company.

For an example, if the average revenue of a CRM company like ConvergeHub is $59 per user/ month for its Premium Edition billed yearly, and if the cost of offering the service is $40, then its average customer contribution is $19 per month. Now, if the customer stays with the organization for 24 months before churning out, then the CLV for that customer is $456 ($19 x 24 Mt.)

This calculation takes into consideration, the Customer Retention Rate (or in a reverse way the Customer Churn Rate) and average contribution per customer.

We all know that the future value of cash flow is at all times less than its present value, therefore, this formula can be improved or adjusted also to include this aspect.

As Customer Lifetime Value engages an economic value to Customer Relationship strategy, CLV is considered as an excellent metric for the following:

  • Evaluate if your delivery model is viable
  • Helps to refine your customer support strategies, so as to increase your CLV
  • Sensitize your team members about economic value and inculcate ownership into their actions

Apart from this, evaluating each customer individually as against average CLV, to find out whose relationship is more precious for your brand can also help in customer segmentation for up-selling and cross-selling your other offerings.

What is the Cost of Acquisition of Customer (CAC)?

CLV alone may aid you to a certain extent to refine your organization’s operations and service delivery models; however, we all know that Customer Experience (CX) begins right from Marketing.
Therefore, now you need a metric that considers an end-to-end impact, and that can only be measured by considering the Cost of Acquisition of Customer for your brand.

Cost of Acquisition of Customer (CAC) is the average cost of acquiring a customer which can include right from marketing and sales expenses to offers and discounts that your organization (if required) provides to its customers.

CLV/CAC

The ratio of CLV to CAC is extremely important and useful to evaluate the complete business model and its viability for any organization.

We say this because, when the CAC is greater than CLV, it clearly indicates that the business model is not a viable proposition at all.

Therefore, as a thumb rule, your Customer Lifetime Value (CLV) must be 3 to 4 times more than your Cost of Acquisition of Customer (CAC).

There are several factors which drive this; however, CX professionals can play a significant role in optimizing this ratio using different levels of Customer Experience strategies to the purchasers of your offerings.

Apart from this tacking the trends of CLV and CLV/CAC ratio can also aid CX professionals to gauge the impact of CX initiatives that have been implemented in your organization.

  1. Customer-Retention or Customer-Churn

Over the course of time, Customer Churn rate has become one of the other most popular metrics as most CX professionals talk about it while assessing ‘Customer Experience management’ of any organization.

Nevertheless, according to the NPX and CX benchmark report published in 2018, it states that:

Only one-third of companies proactively track their Customer Retention Rate (CRR) in their organization.

In simple language Customer Churn is the percentage or proportion of customers those who have discontinued or left after using a brand as against the total base of its active customers in the list.

In fact, the Customer Retention rate is just the inverse of Customer Churn rate, for which the math is:

1/Customer Churn Rate

Although apparently, it might look extremely easy, however, in reality, there are several scenarios such as non-recurring business models, pure subscription models, businesses with lock-in periods and without lock-in periods, and others that needs to be taken into consideration while measuring CCR. Therefore calculating CCR (Customer Churn Rate) for a brand is actually a very tricky process, which is one of the major reasons as to why businesses do not most often like to calculate their Customer Churn.

Nevertheless, we have found that base-lining an organization or brand’s historic churn rate is a far superior way to access the efficacy of that company’s Customer Experience initiatives as even lack of accurate data for benchmarking across industries is not a matter of concern to perform this calculation, which is a good metric to know the effectiveness of an organization’s Customer Experience strategy.

Revenue Churn Rate

Revenue Churn Rate is a variation of Customer Churn Rate since this metric portrays how much revenue got lost within a given period of time.

In other words, Revenue Churn Rate as the name suggests is a very pertinent economic and financial indicator of customer loyalty in ‘subscription-based business models’.

The math over here is, if $100 K is the recurring revenue of last month and if that has decreased to $90 K in the present month, there is a revenue churn of $10 K this month. Which means the Revenue Churn Rate is 10% [=100-90/100].

However, it must be most essentially remembered over here that you should take only into consideration the base of installed customers and should never add new acquisitions to the current month. Moreover, another simple version of the Revenue Churn Rate also ignores customers who have upgraded their subscriptions (a refinement that is not cover in this article).
Therefore RCR (Revenue Churn Rate) is as good as CCR (Customer Churn Rate) for all types of subscription-based business like Cloud Based CRM software solutions, except that downgrading a subscription would impact the RCR but not CCR.

  1. Customer Effort Score (CES)

This is a CX metric that is mostly neglected by several organizations across the globe. According to an NPX & CX Benchmark report published in 2018, only 15% of businesses use CES and hence it is one of the most under-utilized metrics by the CX Management fraternity.

However, it must be acknowledged that Customer Effort Score has a greater statistical correlation with both repurchase and enhanced spending rates than NPS.
That implies CES is a better metric to predictive repurchase and spending behaviors of your customers than Net Promoter Score.

For example, most of us would cherish to use a web-based check-in facility rather than stand in a check-in queue while boarding flights in an airport. This reduction in the customer’s effort by helping the customer to “get their job done” can radically increase brand preferences.

Much like NPS, Customer Effort Score (CES) is also measured through a single question but with a 5 point scale.

Another advantage for measuring CES is that the same question can be asked to the same customer times and again after every transaction as it obviously makes sense to find out if the customer has found it effortless to transact after each and every deal.

 Conclusion

There are also many more metrics such as Turnaround Time, Service Levels, Compliance Percentage, and others that can also be tracked to measure CX of a brand, which we shall discuss later on.
So subscribe to our blogs for learning more or read our Business Growth Manifesto, which is a definitive guide on how to use technology to fuel massive business growth.

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The Ultimate Benefits Of Keeping A Centralized and Clean CRM Database

Still, in the present times, there are many businesses that maintain different databases for their customers and thereby often find it becoming a nuisance to keep everything well managed and synchronized. Exporting data from one software platform to another and trying hard to resolve dependencies and conflicts can become really cumbersome, especially when you are dealing with a very large amount of data. Therefore, it is recommended that you should practice keeping one centralized database, a repository to maintain all your useful data, as we find in a CRM database. Here is how a central database can help you in making your business operations more efficient in the long haul.

Still, in the present times, there are many businesses that maintain different databases for their customers and thereby often find it becoming a nuisance to keep everything well managed and synchronized. Exporting data from one software platform to another and trying hard to resolve dependencies and conflicts can become really cumbersome, especially when you are dealing with a very large amount of data. Therefore, it is recommended that you should practice keeping one centralized database, a repository to maintain all your useful data, as we find in a CRM database.

Here is how a central database can help you in making your business operations more efficient in the long haul.

Bad data sources result in 30% of all leads failing- Cyber Sphere(2017) Click To Tweet

Inbound marketing strategies have altered the fate of hundreds of business establishments (for the better) all across the globe. However, this is also true, that not all the leads generated are useful. Moreover, in addition to your prospective leads and customers, you will also find many competitors filling out your forms, just to find the feel of your services and eventually try to bulwark a way into your customer database in your online lead management software system.

Additionally, vendors those who have the singular objective of promoting your company something may also break into your CRM database and remain there without ever thinking of being your customer.

Therefore, over a span of time, if you do not periodically clean your customer database, it will eventually accumulate unsought for data that can become a problem in the long haul.

Here are a few steps that you can take in the attempt to make your CRM database cleaner and therefore more optimized.

  1. Delete Inactive Contacts

Implementing an easy to use CRM solution is indeed a step in the right direction, however, in order to maximize upon customer relationships, and productivity, you should always keep a tab on your customer database in CRM. Contacts, that have remained inactive and silent for an extended period of time should be essentially pruned, if and when it is viable to delete their records. Since, hopelessly following leads that are clearly not interested in your offerings can be very damaging for your company’s reputation over time.

  1. Identify Duplicates

Your marketing database software is the golden key to your company’s success, and that is why it needs to be kept clean and efficient at all times. Therefore, it is most needed that you must ensure that every single duplicate identification is removed from your CRM database. It is a common fact that as soon as your business grows and gains a reputation, it is inevitable that duplicate information will start piling up in your customer database in CRM.

Therefore, it is advisable that you must run a periodic check on your CRM database to find and remove duplicate entries or scrutinize both the lead and customer records and after finding out which entry has better information, merge both the records for optimal performance of your customer relationship software system.

  1. Set Up Alerts

Any good easy to use CRM database software allows its user to set up alerts that trigger when certain actions take place so that you keep everything under check. For example, with ConvergeHub CRM you can use time-saving tools like “Manage Duplicates” and “Merge Duplicates” that can prove to be essential in a scenario where two customers or leads have the same name, last name but different phone numbers or emails.

  1. Uniformity Is Key

A CRM database cannot remain clean if uniformity is not maintained- and by no means is it a child’s play. For an example, let us assume that you allow your leads to type their country where they reside instead of allowing them to choose from a drop-down list. In this case you will eventually find a lot of inconsistency in your database, as people hailing from the United States of America, will provide you entries like “USA”, “US”, “U.S.A”, “U.S” and others which will be a sucker blow to your CRM database’s uniformity that can only be rectified by manual correction of data.

  1. Say No-No to Junk Contacts

Your CRM database will inevitably have anonymous leads that will enter fake email addresses like asdfglkjh@gmail.com or blahblah1234@hotmail.com. These junk lead data often pollutes the CRM database, which a good CRM software can run a search and identify and thereafter remove or suspend the information from the online lead management system.

  1. Monitor Email Campaign Results/Feedback

Lastly, it is also recommended that you should keep a close watch on your email campaign’s results and look for opt-outs and, bounced emails. Because based on your findings and observations, you can clean your CRM database after every email campaign is fired for optimal utilization of the resources in your CRM database.

Now that we have learned how to keep a CRM database clean, let us talk about some of the tangible benefits of why you must do so, and what payback a clean CRM database can offer for the growth of your business.

  • Cut Costs

One of the most pertinent benefits of having a clean CRM database is that it saves your business a lot of money. No one wants to send emails to addresses that do not even exist. Therefore, when you run a periodic check on your CRM database to maintain a clean repository, your email list delivers positive results.

  • Precise campaign stats

If your contact database in CRM contains erroneous email addresses, several emails that you send will never be opened, or engaged, which as a result will never be able to paint an accurate result of email campaign’s statistics or your marketing efforts. Whereby, a clean database in CRM, which is devoid of any unwanted lead and customer records, will go a long way in ensuring that your campaign stats are authentic and thereby help you to create your business strategies accordingly.

  • Sender reputation protection

Spam complains, and bounce rates determine how good your reputation is as a sender of your emails, which plays an important factor in email deliverability. Therefore, keeping a clean CRM database ensures that your sender reputation remains protected and trusted by email marketing services.

  • Elevate Revenue And Conversion Rates

Finally, a clean CRM database helps in avoiding a bad sender reputation whereby the chances of emails being placed in the spam folder (instead of the inbox) more frequently is reduced to a lot extent. Therefore a clean database, which engages people, is bound to increases conversion rates and thereby revenue which is the bottom-line for the growth of any business today.

Conclusion

Therefore, implementing an easy to use CRM system, which ensures that the customer database in CRM remains devoid and clean of any unwanted errors can be a real asset to the organization. A Converged CRM like ConvergeHub can easily bring an end to all data management worries as ConvergeHub is the one-stop-solution for online lead management that can save your resources by targeting the most deserving leads.

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Reasons Why Easy To Use CRM Software Help To Amplify Small and Medium Businesses

When evaluating any software for business, we always want to accomplish the most out of the application, so that we do not end up with the necessity of implementing and accessing multiple software. Our elementary goal of using any software for business is to consolidate processes, business intelligence, and data into a single application, which can either by itself or through integrations, create efficiencies previously unknown. An easy to use CRM software is commonly this solution, which once adopted successfully becomes the nucleus of an organization. So, exactly how does easy to use CRM platform amplify your business? Well, there are hundreds of real-world examples to pull from but here are our top 5 to consider.

When evaluating any software for business, we always want to accomplish the most out of the application, so that we do not end up with the necessity of implementing and accessing multiple software. Our elementary goal of using any software for business is to consolidate processes, business intelligence, and data into a single application, which can either by itself or through integrations, create efficiencies previously unknown.
An easy to use CRM software is commonly this solution, which once adopted successfully becomes the nucleus of an organization.

So, exactly how does easy to use CRM platform amplify your business?

80% of all sales, occur after approximately 5 followups- Gartner Click To Tweet

Well, there are hundreds of real-world examples to pull from but here are our top 5 to consider:

 #1. Understanding the Client Relationship

If you are an owner of an SME (Small and Medium Enterprise), you will always consider the best small and medium business CRM for your business that integrates well with the emailing, documentation, and financial software of your organization. Per say, since QuickBooks is the most popular accounting software for businesses in the U.S. customer relationship management software that allow QuickBooks CRM integration free help to find an instant snapshot of client relationship lifecycles. Using a QuickBooks CRM , you can easily see in one centralized location, what your customers have purchased, when they purchased, how often they purchase, or if they faced any problem while purchasing your products or services. Easy to use CRM software records every touch in the client management processes.

#2. Easy Collaboration

 

When we have an online lead management software solution like an easy to use CRM it becomes simple for anyone in your company to have an access to specific information at a moment’s notice. Since most best CRM for small business is located in the Cloud, anyone in your organization (at any time, and from anywhere) can find access to their desired information, provide feedback, make additions to the CRM database and more. Cloud based CRM systems ensure real-time data and allow seamless collaboration among employees.

#3. Easily Manage and Maintain Tasks

When running a business organization it is most essential to have a clear visibility of what tasks has been completed and jobs that remained outstanding. Using the best small and medium business CRM software like ConvergeHub, you can easily view your progress reports as well as notes contained within the customer database in CRM.
This CRM database is updated instantaneously; hence, there is no need for making second guesses if you are wasting time, resources, or money on tasks that have already been completed. Easy to use CRM software even provides visibility into bottlenecks that needs immediate attention for resolving the issues.

#4. Track KPIs

Key Performance Indicators or KPI can be tracked within the best CRM for small business as the data is pulled from the CRM database. With the help of this data, you can easily evaluate the health of your business by viewing the key performance indicators, which include:

  • Monthly number of unconverted leads
  • Sales conversions to leads
  • Email click-through rate
  • Email response rate
  • Number of lost opportunities
  • Funnel drop off rates
  • Average collection period
  • Number of complaints per month
  • Installation problems per unit sales
  • Time to first call response
  • Time to complete problem resolution
  • On-time delivery
  • Average time to problem resolution
  • Cost per call
  • Call length
  • The volume of calls handled
  • Number of customer complaints
  • The volume of calls handled
  • Customer ratings of service
  • Number of escalations and others

You can also view extended KPIs using easy to use CRM software like:

  • Average customer retention period
  • Average time to last follow-up (sales)
  • Customer attrition rate
  • Average customer lifetime value (by using a CLM CRM)
  • Post sales per unit sold
  • Average profit per customer
  • Survey ratings
  • Upsell revenues etc.

Therefore, while CRM software helps to keep track of all your touch points with the customers, KPIs are measurement benchmarks you can use to assure your product and service delivery remains consistent.

#5. Improve Sales Conversions

Finally, if you are looking to amplify your business, increasing revenue should always remain at the top of your list. When working with an easy to use CRM software, you can increase sales as more data on the client gets tracked and tasks that your employees would have to perform manually gets automated, providing sales reps more time to focus on what they do best- Sales.

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According to a report by Gartner 80% of all sales, occur after approximately 5 follow-ups. A QuickBooks CRM for sales teams , not only helps the sales reps by showing previous purchase and transaction histories of the prospects and customers, but it also makes sure to remind your sales team of all the necessary touches and therefore an easy to use CRM does not let any appointment fall through the crack.

Why Your SME Needs Small Business CRM Software or a Lead Management Platform

Lead management is a procedure of working with leads starting from the marketing funnel to the sales pipeline. It is a process to track, manage, and thereafter qualify the leads, with the ultimate goal of turning them into a sale. It all seems so very simple- right? But what happens if you have hundreds of leads pouring in every day? How can you nurture each of them individually? You cannot just do it manually, and so that is the exact reason you need a lead management platform like a small business CRM software to help your sales team stay organized and prioritize on hot leads by nurturing them towards a sale. However, before we discuss how this small business CRM platform works and can benefit your small business, let us talk over the basics of the lead management workflow.

Lead management is a procedure of working with leads starting from the marketing funnel to the sales pipeline. It is a process to track, manage, and thereafter qualifying the leads, with the ultimate goal of turning them into a sale.
It all seems so very simple- right?
But what happens if you have hundreds of leads pouring in every day?
How can you nurture each of them individually?
You cannot just do it manually, and so that is the exact reason why you need a lead management platform like a small business CRM software to help your sales team stay organized and prioritize on hot leads by nurturing them towards a sale.

Why Your SME Needs Small Business CRM Software or a Lead Management Platform Click To Tweet

However, before we discuss how this small business CRM platform works and can benefit your company, let us talk over the basics of the lead management workflow.

What is Lead Management?

Lead management consists of four key elements, which include:

  • Lead Generation
  • Lead Capturing
  • Lead Organization
  • Lead Nurturing

Each of these four components aids the procedure of converting a lead to a sale.

To understand more of this framework, let us dig deeper into each before we talk about small business CRM software.

Lead Generation

From a higher perspective, the lead generation process primarily gets started in the marketing department of any organization. The purpose of lead generation is to attract prospects who match your ideal customer persona or profile for your business.

Lead generation is further classified into inbound and outbound marketing campaigns. Campaigns can include anything from blog posting, social media advertisements, e-book and whitepaper distribution, email campaigns, cold calling, referrals, and others.

Lead Capturing

When any prospect responds to the advertisements or a marketing campaign sent from your best small and medium business CRM software, the next step is to learn more about them.
This process is known a ‘lead capture”, and generally occurs on the internet using a web form.

Some of the most common lead capture strategies are to offer a free trial, e-books, or a registration to a webinar in exchange of personal information like a contact information, name, company information and others. As this information gets captured these individuals’ moves through the funnel from being a prospect to a lead.

Lead Organization

Once the lead’s information and data have been captured, the distribution process initiates. The lead distribution process sorts and categorizes the leads based on their potential to become a sale. Marketing and sales team members mostly use “lead scoring” technique to ascertain which leads should be passed on to sales, and which among them demands future nurturing.

Lead Nurturing

With the end goal of turning them into a sale, the process of lead nurturing depends on how the initial contact goes with the leads to determine whether it needs to be followed up before transferring the leads from the marketing department to sales.

Therefore, while lead management makes marketing and sales team more efficient, it is extremely hard to control or complete the process without the aid of a secondary organizational platform.

This is where lead management platform like best small and medium business CRM software comes into play.

What is Customer Relationship Management software?

A small business CRM or Customer Relationship Management software for small businesses helps SMEs to manage and streamline their lead management process.  This lead management software helps organizations to organize their prospects, leads and, sales and keep track of them as they move down through the funnel.

While different small business CRM software vendors have their own unique features built into the software, they all come with the same blueprint, which consists of certain basic functionalities that include:

Tracking Leads

The best small business CRM software is a platform that will allow you to tag where the leads are coming from when they are initially captured into the CRM database. Ideally, any good small business CRM software should allow you to demarcate the origin of the leads on a geographical level as well as how the leads found your brand or how they filtered on your website. For example, did the leads come from a trade show, or from e-book download web form etc.

By performing this documentation of registering the point of origin of the leads, companies can better assess how to use their marketing channels for getting more leads into their pipeline.

Assign and distribute leads

Another essential feature of all best small business CRM is the ability to assign leads to the members of the sales team. With the help of CRM software, you can easily monitor each sales rep’s track record as well as their current lead to sale conversion rates providing a better picture as to how you can improve the performance of your sales team.

Status tracking

Once the marketing team passes on the matured and qualified leads to the sales team, CRM software helps to track the leads as they move through the sales pipeline. Most best small business CRM software allows the sales reps and the management to view the status of where the different leads are in the sales process, as well as when and how long they are taking to turn into a sale.
Most small business CRM software provides the user with the ability to view and track the complete lifeline of any lead- from the start to the end.

Therefore, if you see that your leads are starting to drop off, you can set the software to put in certain lead nurturing method to keep the leads alive before they culminate in a sale.

Conclusion

Hence, to conclude, lead management is a powerful tool that helps you to track and guide your prospective leads through the marketing and sales funnel into a sale.

Therefore, investing in lead management platform such as a best CRM for small business is an ideal decision that helps to improve your lead management results and make your marketing and sales team members much more efficient at their job.

You can even start by trying out ConvergeHub’s free 14-day trial since you never know what you are missing unless you give it a try.

Wait! If you have 2 minutes to spare… leave a comment below letting us know what your biggest takeaway was!

 

 

Signs That It Is Time to Switch from Spreadsheets to an Easy To Use CRM Software

Sales are up, your business is doing well, and your customers seem happy. Nevertheless, in the back of your mind, an itch is bothering you recently. It is your sales process. Ever since you have started your business, you have always depended on spreadsheets for managing your sales pipeline. Leads in one spreadsheet while your customers in another. If it is so, let us explore 5 signs in this article, which can show you that whether it is time to get off of your spreadsheet and adopt an easy to use CRM software for your business.

Sales are up, your business is doing well, and your customers seem happy. Nevertheless, in the back of your mind, an itch is bothering you recently. It is your sales process.
Ever since you have started your business, you have always depended on spreadsheets for managing your sales pipeline. Leads in one spreadsheet while your customers in another. You use your spreadsheets instead of an easy to use CRM software, even for tracking projects, tasks, and revenue forecasts.

You always tell yourself as an entrepreneur- “If it is not broken, do not fix it.”

However, sometimes in the back of your mind, you keep on wondering, do you have a broken sales process and somehow just do not know about it.

Signs That It Is Time to Switch from Spreadsheets to an Easy To Use CRM Software Click To Tweet

If it is so, let us explore 5 signs in this article, which can show you that whether it is time to get off of your spreadsheet and adopt an easy to use CRM software for your business.

#1. Your Staffs Perform More Admin Work than Engagement

“Keeping busy” at the office is never a guarantee for success. In fact, wasting too much time on doing wrong things can contraindicate success ratio and subsequently hurt your revenue. You must apparently know this, which can be evident from the growth and escalation of your business.

Nevertheless, as you impartially scrutinize your sales activities, it is possible that you can discover that your team is spending time on erroneous things- at the cost of customer engagements.

Now, if you are like many other companies that use spreadsheets, these administrative tasks are certainly consuming too much of your staff’s workdays:

  • Scrolling through innumerable rows to find the right record
  • Shifting close-won leads to customer tracking sheets
  • Keying in every new leads manually
  • Achieving or deleting closed-lost leads
  • Reformatting column and row sizes
  • De-duplicating overlapping records
  • Groping with chart wizards to find meaningful business intelligence
  • Troubleshooting formatting issues
  • Training new recruits on what to do and what not to do

Evidently, your team has good intentions and they are trying to make your spreadsheet system work, but they are spending less time on selling and more time on other non-sales activities.

Do you want your top sales reps to spend the majority of their time on data entry?

If it is not what you want, it is time that you need to move away from spreadsheets and invest in an easy to use CRM software for managing your customer database in CRM.

#2. Your Records are Always Inaccurate

All businesses rely on timely and accurate information. However as time pass by, do you find that your data is becoming less dependable. Well, although some of this may be a part of natural circumstance in today’s rapidly changing marketplace, but is it that some of this data-reliability issues are caused by your spreadsheet-driven workflow?

Do these common mistakes sound familiar?

Typos: With so many cells to update in so little time, spreadsheets are the breeding grounds for typos.

Accidental Overwrites and Deletions: The moment you share a spreadsheet on your network drive or via the cloud so that your entire team can access it, you expose your data to accidental overwriting and deletions.

Double Record Entry: As it is easy to add new rows to your existing spreadsheet, a double record entry is most common when a lead talks on the same day to two or more members on your sales team.

Issues With Formula: Not all in your organization is a wizard on spreadsheets. Therefore, although you may have built all kinds of display formulas and intricate tabulations on your spreadsheet, as your team adds, appends, and edits on the records, your formulas break, which creates disruption in your workflows.

If you are facing any of these issues, it is time that you should move away from spreadsheets and invest in an easy to use CRM software for managing your customer database in CRM.

#3. It is Painful to View Your Pipeline

In a perfect world, things such as seeing the open opportunities for your top performing products, broken down by city, states, sales representatives, is an easy task. However, the same chore may seem impossible while using a spreadsheet.

If you are wondering why, here are just a few reasons:

Data Overload: Consider your lead tracking spreadsheet, finding the right data point within so many rows and columns of data can seem like more of an effort than it is worth. Data fields that are really needed, such as the probability of sales close, projected close date and product interests of your leads and customers often get lost within a myriad of other data of your prospects stored in the spreadsheet.

New Sales vs. Upsells: Since your customer data is siloed in different spreadsheets, you have to merge multiple data sets to the get the answers that you seek. Spreadsheets can never deliver a 360-degree view of your sales activities, whereby you lose the opportunities of selling to existing clients, which is as important as winning new businesses.

Therefore, if you are facing any of these issues, it is time that you should move away from spreadsheets and invest in an easy to use CRM software for managing your customer database in CRM.

#4. Your Forecast is Always Wrong

No sales forecast is ever perfect, but surely as a business owner, you would always feel nice to get close to your sales forecasts once in a while. However, spreadsheet-based forecasts can be notoriously unreliable and wayward, since this inaccuracy involves accessibility of the spreadsheet itself.

Unlike an easy to use CRM software, which can be most often updated even from your mobile device (if your software has mobile CRM functionality), spreadsheet-based business processes require users to be physically present in an office and use a computer to update the file. Therefore, during busy weeks, several days may pass by, before your reps find time for making such updates.

#5. Everything Just “Feels” Disorganized

Even if you are capable of making your sales spreadsheet work for your business, there is one thing that it definitely cannot do.
Spreadsheets can never organize all your sales collaterals like:

  • Proposals
  • Invoices
  • Quotes
  • Customer business cards
  • Presentation decks
  • Technical drawings
  • Brochures and whitepapers
  • Email histories
  • Spec sheets etc.

Conclusion

Would not it be nice to have everything indexed by customer, prospects, or leads, build links between a contact and all its related correspondences and files?

Would not it be comfortable for your sales reps not to endure the harrowing necessity of digging through countless folders and inboxes but instead use a software that will help them find all the right information at their fingertips?

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If all these are true, then your spreadsheet-based system is definitely not holding up its end of the bargain and it is time to switch to an easy to use CRM software, a cloud-based CRM system like ConvergeHub, which makes it easier to find and organize your important sales information even on the go.

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5 Trending Customer Support Ideas For The Easy To Use CRM Software Users In 2018

Consumers today in this era of digital transformation are evolving in their preferences and expectations around how a brand or a company is interacting with them. With the present time’s rapid rate of technological advancements and innovations, customer support personals, users of easy to use CRM software are also adopting unique solutions to streamlines their operations and hence better serve their customers. Here are five chosen customer support ideas that are critically important to increase your abilities to remain competitive in a persistently shifting business landscape and help you to stay ahead of the curve in 2018.

Consumers today in this era of digital transformation are evolving in their preferences and expectations around how a brand or a company is interacting with them. With the present time’s rapid rate of technological advancements and innovations, customer support personals, users of easy to use CRM software are also adopting unique solutions to streamlines their operations and hence better serve their customers.

More than 75% of customers believe that providing value to their time is one of the most significant things all businesses can do to deliver their customers with better customer support-Forrester Research Click To Tweet

Here are five chosen customer support ideas that are critically important to increase your abilities to remain competitive in a persistently shifting business landscape and help you to stay ahead of the curve in 2018:

  1. Chatbots Will Become Increasingly Prevalent

The use of live chat functionalities in business websites has been increasing rapidly.  According to Inc.com, this is because more than 45% of the prospects and customers favor this functionality as chatbots do not keep them on hold.

Moreover, with the rise in the usage of AI (Artificial Intelligence), it is expected that chatbots (which are still manned in certain instances by humans, who interacts directly with the customers), will become more independent in the days to come.

Hence, in spite of the growing popularity of this functionality, it is becoming unfeasible for support staffs to respond to every type of incoming questions.

Therefore, presently live chat can be made use of primarily for providing basic information, like hours of operations, company contact addresses etc.

However, this little help from chatbots frees up the live agent’s time and so aids them to focus their energy on resolving more intricate customer issues.

Many best small and medium business CRM software users, are of the opinion that as chatbots, “Learn” more of the common customer issues, you will probably see them solving more critical problems, in the later days. As there are several easy to use CRM software users and AI enthusiasts those who believe that this is only the beginning of a long journey.

  1. Easy To Use CRM Software Integration Will Become Necessary

There are several small enterprises and call centers across the global frontiers those who have already integrated their support ticketing systems with many best small business CRM software. It has been noted that with so much information stored in the CRM database, at their fingertips, support agents can deliver significantly enhanced support by using an easy to use CRM software.

Moreover, now that the modern day tech-savvy customers increasingly expect call center’s support agents to have a 360-degree comprehensive view of their history with the establishment, which is only possible by adopting best small and medium business CRM software, like ConvergeHub.

It has been found that more than 85% of the customers often get frustrated when a support agent does not have the exact information with them on the customer-buying journey.

Therefore, as consumer expectations and preferences continue to evolve over time, it will become increasingly challenging to satisfy the customer’s needs without an easy to use CRM software with its CRM database in place.

  1. Intelligent Call Routing Will Be On The Rise

If your business is offering several products, you just cannot expect every support executive to be an expert in them all. Therefore, you require specialized support staffs and a mechanism for routing support related tickets around specific products to the representatives who are specialized in them.

By using system tags, it is possible to segment customers into groups those who have common attributes, such as the language they speak or the products they use, which can be learned by knowing how to maintain customer database in an easy to use CRM.

This will help your help desk system to automatically route new tickets when they come to the support reps specialized in supporting that segment.

Segmenting support tickets using CRM database will help in accomplishing the following:

  • Save time, which was previously used to route tickets manually
  • Faster ticket closures because of specialized expert support
  • Increase in customer satisfaction

According to Forrester Research, more than 75% of customers believe that providing value to their time is one of the most significant things all businesses can do to deliver their customers with better customer support.

  1. Big Data Analytic and Increase in Personalization

The colossal amount of customer information in the CRM database in all best small and medium business CRM software systems have opened the gates for enhancement of the need for personalization in customer support.

Using an easy to use CRM, now it is possible for support reps to glimpse at a customer profile and very quickly comprehend the customer’s behavior, geographical location, past support related issues, the preferred method of communication, and more.

Armed with this type of insight, support reps can now deliver better customer experience and thereby more easily develop a deeper rapport with the customers.

Moreover, when support reps better understand their customers they can easily predict the kind of information that the customers need by looking into the history of their support related issues, that helps in faster resolution of the tickets.

  1. Data Protection Regulations Will Force Change

In May 2018, the EU’s General Data Protection Regulations (GDPR) will go into effect. For those who are not aware of GDPR, it can be explained in brief that GDPR is there to protect the personal information of all EU residents. Which implies your support teams will now need explicit permissions to record support calls. If you serve any customer in the EU, this is going to apply to your support related policies, since non-compliance could result in very steep fines.

 

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Bottom Line

It may feel challenging to keep up with the forces that are shaping customer support strategies and practices in 2018; however taking time to do your homework and adopting an easy to use CRM, will certainly keep you fully prepared to evolve with the times.

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Why Use Merchant Cash Advance CRM For Your MCA Business?

What sets Merchant Cash Advance CRM apart are those functionalities that cater to MCA industry for meeting with their unique purposes. MCA CRM is designed to help Cash Advance businesses run their front-end operations and at the same time improve their customer lifecycle management for retention of the clients by providing unsurpassable services. Apart from this Merchant Cash Advance CRM also enables the lenders to keep detailed client data and maintain timely customer follow up with loan pipeline management to stay in control of the business.
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Merchant Cash Advance CRM like all other Customer Relationship Management (CRM) software has the same basic functions, which includes:

  • Automation
  • Client Data Collection
  • Analytics
  • Marketing

However, what set Merchant Cash Advance CRM apart are those functionalities that cater to MCA industry for meeting with their unique purposes.  MCA CRM is designed to help Cash Advance businesses run their front-end operations and at the same time improve their customer lifecycle management for retention of the clients by providing unsurpassable services.

CRM gives businesses a 65% boost in sales quotas- Innopple Technologies Click To Tweet

Apart from this Merchant Cash Advance CRM also enables the lenders to keep detailed client data and maintain timely customer follow up with loan pipeline management to stay in control of the business.

Comparing Merchant Cash Advances to Traditional Business Lending

MCA or Merchant Cash Advance are gradually becoming more mainstream as several small and medium businesses that are not being able to secure a bank loan are turning to alternative funding sources. This is because; a merchant cash advance can be availed by a business quickly and that too with minimal paperworks. Hence, as banks continue to be very tight with their loans; merchant cash advance is becoming extremely appealing to small business owners over time.

How MCA works?

To illustrate in layman’s terms, Merchant Cash Advance, or an MCA provides purchases a pre-defined amount of a business’s future credit card receivables in one lump sum in return for the receivables, which is paid back to the lending organization over a certain period of time, which is usually calculated as a daily percentage of the customer’s debit/credit card totals. This is the key benefit that distinguishes MCA from conventional loans.

In other words, Merchant Cash Advance is not loaning a business any money, rather it is a simple process of buying a portion of the customer’s future business revenue.

Advantages of MCA Borrowings Over Bank Loans

The primary advantage of MCA over bank loans is that Merchant Cash Advance, in general, does not require any collateral, and liens (although this is always subjected to certain conditions). Apart from this, the other ranges of benefits that small businesses receive from choosing this kind of funding are:

  • No rigid monthly payments
  • No upfront fees
  • No UCC-1 (Uniform Commercial Code-1) at the time of funding
  • No collaterals (subjected to certain conditions)
  • No limits on how you spend the fund
  • Minimal approval time for disbursement of the fund

Therefore, the greatest advantage of MCA is that the amount, which the business pays, is based on the sum total of the credit card transactions that the borrower receives every day. As there are no set fees that must be paid every month, so small businesses taking merchant cash advance still have an access to a greater portion of their own revenues. This implies, if your sale drops for a specific month, your MCA payment will also become low to reflect that change.

Why use a Merchant Cash Advance CRM?

While all CRM may work for any business, Merchant Cash Advance CRM is specially designed for MCA businesses, as it not only helps in easy collaboration with the funders but it also helps MCA business in the following ways, which include:

  • Find a central repository for merchant contact information, related documents and underwriting information
  • Escalate the power of communication by integrated with DocuSign, Email, and Fax application templates for merchants and funders
  • Track deals from underwriting to funded stages
  • Syndicate and track approval numbers, management fees and commissions
  • Increase agent’s productivity by using quick lead capture form, easy edits, 360-degree merchant profile view and one-click deal conversion
  • Multiple fund submission and tracking

Takeaway

Therefore as a small business owner, if you find that you have the opportunity of expanding your business, but you do not have the time for traditional funding to come through, it is the perfect time to consider Merchant Cash Advance to get the finance you need, especially just when you need them.

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Easy To Use CRM Software Training (A Dozen Best Practices)

Most easy to use CRM software training consists of daylong, instructor-led courses that cover application capabilities. Research on software training courses show; normally the attendees of these courses recollect less than 17 percent of their course contents beyond 72 hours. However, luckily as a vendor of CRM for small and medium businesses, we have found that there are certain proven best practices, which when adhered to, can considerably improve CRM software training results instantaneously.

Most easy to use CRM software training consists of daylong, instructor-led courses that cover application capabilities.

More often than not, participants of these training sessions even on the best small business CRM training get bored, become diverted, find ways to check their emails, and then check anything that comes to their mind on the mobile devices that they find more exciting than the curriculum of their online lead management software training course.

Research on software training courses show; normally the attendees of these courses recollect less than 17 percent of their course contents beyond 72 hours.

91% of businesses with over 11 employees now use CRM, compared to 50% of those with 10 employees or less. - SuperOffice (2018) Click To Tweet

Luckily as a vendor of CRM for small and medium businesses, we have found that there are certain proven best practices, which when adhered to, can considerably improve CRM software training results instantaneously.

Here are some of the golden ways by which you can improve your CRM training, which we mostly implement while training our customers after their purchase of ConvergeHub Merchant Cash Advance CRM or our Quickbooks CRM software, which comes with several unique functionalities that are beyond just CRM platforms developed for customer information database software applications.

# 1. The primary pre-requisite to a successful easy to use CRM software training is keeping aside a pragmatic budget. In a study done by CIO magazine, it was found that an ideal training program’s monetary allocation should comprise of 10-13 percent of the project’s budget. However, from our experience, we have found very few training project allocations reaches anywhere near to this figure.
The curriculums for a successful training which is needed for customer information database software like CRM are for software adoption, the utilization of the software and the technology payback. Therefore, plan accordingly.

#2. A CRM software system built on usability is the next and another most necessary pre-requisite to successful user training. Easy to use CRM software that is designed for simplistic intuitive navigation and purpose-built user experiences can be adopted without long training. It has been noted that best small business CRM systems that leverage on consumer technology, have a lower learning curve, better user adoption, greater software utilization and faster to find value out of the CRM platform. The main point over here is that designing usability of a CRM platform during the implementation process pays greater dividends during the training.

#3. When it comes to training, one size does not fit all. While training people in various organizations once they have adopted our Merchant Cash Advance CRM or ConvergeHub Quickbooks CRM software, we have seen that while there are many that responds to classroom training, there are others who find themselves more comfortable with computer-based training, by using self-paced manuals or mobile-enabled videos. Hence, using both these training options will certainly help your organization to better connect with more staffs working in your company.

#4. While imparting training for the easy to use CRM software, training instructors must advise the company employees, why the company is adopting the new customer information database software system. Trainers of the software must make the employees understand that the goal of adopting easy to use CRM software is just not to provide the users a different place to enter their customer data, but instead, CRM is a software that has been engineered for better business outcomes by the use of cutting-edge new technologies.
These business outcomes may include:

  • Lesser manual processes
  • More process automation
  • Enhanced customer experiences
  • Faster time to market the product
  • Better information reporting
  • Greater support for more agile business strategies that leads to continuous process improvements

It has been seen that employees are likely to remain more committed to the CRM training programs when they understand the strategic importance of their new online lead management software system.

#5. It is an accepted fact that short, bite-sized training work better than the long ones. To put it in other words, less is always more when it comes to any type of training for retention of the contents taught in the training. Research done on training processes suggests that an average adult can concentrate no more than 15-20 minutes before getting distracted. However, this figure can marginally increase with an engaging instructor, personalized stories and by creating role-based contents. Nevertheless, any training sessions beyond 60 minutes of classroom instructions produce diminishing returns.

You can still schedule training for your easy to use CRM software for a whole day, but always remember to break up the training classes so that the sessions are short and are progressively built upon each other. It can also be helpful if you allocate half-day for the courses and assign the rest of the training period for conducting homework-like assignments in hands-on exercises, whereby the retention factor climbs sharply as the attendees apply to what they have learned.

#6. Another way for imparting training for customer information database software is not to provide training for functionalities that the attendees may use 3-6 months down the road. Instead, it is more useful to adopt a JIT (Just-In-Time) training with ad-hoc training programs that can be learned and adopted when they are required. Even better, you can also deliver these training on the staff’s mobile devices for their individual consumption of the training materials as when and where they are needed.

#7. It is always a good idea to invest in support collaterals, presentations based on role-plays, and handout materials to support the training curriculum. It is a general mistake to always use the software company’s standard training resources. Instead, for easy to use CRM software training, you can use tailored curriculums that focus on use cases, expected outcomes, and inject real users and company stories as course pre-requisites that attendees can personally relate.

#8. Training for best small business CRM software should flow according to the role-based business processes and not as per the instructor’s software screen. Users understand the best when their training is presented as a part of their daily job’s contexts. This makes the staffs learn how they can perform their jobs easier and better. Therefore, do not follow the step by step sequences as easy to use CRM platforms are quite flexible, which normally permits multiple navigation options that help the users to find their own preferences.

#9. Always keep the training simple. Concentrate primarily on the core responsibilities and never try to make your employees technology experts- it just will not work. Empower your staffs not to become technology gurus, but to understand the necessity of CRM automation, and other basic information regarding the functionalities of the CRM.

#10. Avoid using demo data. Use real information and spend most of your time training in live applications. Real user scenarios, which focus on relevance and expected benefits of adopting an easy to use CRM software make the CRM applications seem more familiar, which improves the training experiences. It is okay to start with a standard demonstration of the customer information database software, but that necessarily must be followed with the staffs operating the CRM applications, as there is no substitute for the users typing on their keyboards.

#11. Make the training a part of your change management program. Training is one of the best approaches and the most effective tools to get hesitant and unwilling staffs get off their fences and into the software. When training is combined with other change management stuff such as business impact analysis, employees start to understand the organization’s go forward plans and how they can fit into the bigger picture of the company’s goals.

#12. Finally, it is most vital to understand that easy to use CRM software training is a process and not an event. Therefore, avoid one-time training and go for continued training programs even after the go-live event, which will increase the user adoption and utilization of the CRM software. It is best to design recurring training cadences that are aligned with new software releases of the CRM so that the users of your easy to use CRM software are capable of identifying training shortfalls and find necessary remedies as a part of a defined learning process.

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6 Golden Strategies to Defeat the Chaos with an Easy to Use CRM

Most businessperson starts an enterprise because they are looking for freedom. However, unfortunately, this dream very soon evolves into a nightmare. If you are not an early adopter of an easy to use CRM system, all things seem to go smoothly until you find your first few customers. That is when the chaos moves in, and even before you know it you find yourself sucked in- as the chaos only seem to mount every time you add another customer, but defer your decision of buying an easy to use CRM for your business. This chaos happens primarily because you cannot possibly follow up with your prospects and customers. Secondly, since without an easy to use CRM your customer database remains disorganized, your valuable leads fall through the crack, since there is not a foolproof process that you can count on.

Most businessperson starts an enterprise because they are looking for freedom. However, unfortunately, this dream very soon evolves into a nightmare.
If you are not an early adopter of an easy to use CRM system, all things seem to go smoothly until you find your first few customers. That is when the chaos moves in, and even before you know it you find yourself sucked in- as the chaos only seem to mount every time you add another customer, but defer your decision of buying an easy to use CRM for your business.

This chaos happens primarily because you cannot possibly follow up with your prospects and customers. Secondly, since without an easy to use CRM your customer database remains disorganized, your valuable leads fall through the crack, since there is not a foolproof process that you can count on.

Estimated CRM software’s global market is now worth $26.3 billion and this figure is projected to reach $36.5 billion by the end of 2018 - Gartner Click To Tweet

Most budding entrepreneurs add a different system to each fire that needs dousing. However, again before you know it, you have the chaos once more in your business that comes (this time) with the use of multiple systems.

As your business is your brainchild, it is true that you are the glue that holds it all together, but still, you cannot ever seem to cross anything off your to-do list, which only gets longer each passing day.

This sound familiar to you?

As an employee of an easy to use CRM company, we at ConvergeHub have talked to hundreds of entrepreneurs, and they have all share the same pain points. It is chaos that makes it impossible to grow a small business quickly and effectively. Moreover, you can never win longstanding customers if you do not fix the failures in your follow-up, which most often cripples small businesses.

Here is a 6-step formula for getting out of this chaos- as this strategy has times and again not only helped people win back their businesses but it has also made then succeed in winning lifelong customers.

#1. Build your emotional capital

You need to find a balance for yourself first. “Emotional-Capital” is the balancing force between family, work, emotions, and physical health.

#2. Practice closely controlled optimism

This starts by envisioning that your small business will achieve the success that you dreamt of, and at the same instance confronting the vile facts of your current reality. You need to attack these brutal facts because you have to, not because you have to do it.

#3. Assert your entrepreneurial independence

You have to carve the path for your own success. If you do not believe something will surely work for you, no one else will.

#4. Centralize and organize your database

As a small business owner with limited resources, you have to centralize your operations. Most small businesses live within multiple-system chaos and house information about their leads, prospects, and customers all over the place. These silo databases of disjointed systems often block you from growing your business and prevent you from impressing your customers, unless you invest in an easy to use CRM platform that help centralize all your customer related database.

#5. Tap into the magical power of follow-up

Failing to follow up with the prospects and customers at the right time is what kills most small businesses. It is because, when you follow up with every new lead, you will automatically close more deals and hot leads that otherwise would have fallen through the crack. For example, some people may not be ready to do business with you today, but if you nurture the relationship and provide value to the prospects through your follow-up, you can remain on the top-of-the-mind of your leads and prospects, when they are eventually ready to buy. An easy to use CRM platform helps you by creating automated drip marketing campaigns that can make you remain in touch with your prospects, leads and would be customers.

#6. Burn the To-Do list and move from manual to automated

Even if you are a follow-up Ninja, you cannot just perform as you thought and complete your jobs as an automated easy to use CRM’s follow system can, since once there are multiple steps in your marketing campaigns, you are bound to make mistakes at some point in time.
How do you understand which contact receives what information, and on which day?

Well, if you are thinking about just handling a handful of prospects, maybe then you can handle it yourself, but once you have hundreds or thousands of contacts to manage, no mere mortals can do it all by themselves.

Hence, with the help of automation found in easy to use CRM, you can find the benefits of following up with your leads, customers, prospects without the pain of making mistakes. Additionally, easy to use CRM software helps you and your team to build relationships that cannot be achieved in any other way.

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Conclusion

Therefore the bottom-line is, it is automation that makes your business more scalable. This is because, with the help of automation found in an easy to use CRM, things are set to run as needed and it really does not matter how many prospects or customers you add to its CRM database.  The system is capable of following up with each of them automatically, that too in a customized and a highly targeted way.