Contact Center Solutions Featured Article

CRM Best Practices for Small Businesses

January 03, 2013
By TMCnet Special Guest
Anthony Smith, founder and CEO of Insightly

For a small business, a customer relationship management (CRM) solution is the heart that pumps information to the rest of its moving parts. In order to thrive, small businesses must rely on a CRM for more than just managing leads and converting customers. When used properly, a CRM can help run the entire company and keep business owners in the loop on progress and activity across all departments.

Here are a few CRM best practices to consider for your small business:

Make a note

Make sure that when employees use the CRM, all customer activity is recorded there. If knowledge is power, then even the smallest details about your customers, partners and projects might come in handy. For example, if a customer calls with an issue, a quick search in the CRM allows anyone to get up-to-speed on past interactions with the customer in order to field the call.

Go mobile

The ability to access your CRM from anywhere, anytime is invaluable. On-demand access to customer data and company projects gives you the freedom to do business on-the-go without worry. This is especially useful if you work from your home, vehicle, or another remote site.

Scrub your data

One of the biggest problems people sometimes have when they first start using a CRM is that the data they import is inaccurate, incomplete, or messy. Make sure that all your importable content, like contacts managed in an Excel document, are clean and up-to-date before you start importing. Otherwise, your import will finish and some information may be old or incomplete. This goes for any data that you have as you transfer it into your CRM. Appointments, e-mails, project information -- all of this important content could look completely different after an import, if not cleaned up and vetted correctly. 

Get everyone to use it

Make sure that all employees, not just executives, are using the CRM on a daily basis to promote consistency and clarity within the company. It especially helps to have a CRM with great e-mail integration so that your whole team is on the same page, all the time.

Help desk

When choosing your CRM, it’s important to find out what type of support is available. You will want a service that can respond to you within 24 hours so issues are rectified in a timely manner, without affecting your productivity. Otherwise, you could find yourself up to your eyeballs in complaints, and with nowhere to turn for answers. 

These simple CRM best practices can mean life or death for your small business. When properly implemented, a CRM can streamline your business, create a collaborative office environment, build customer relationships and increase productivity. 

Anthony Smith is founder and CEO of Insightly, a creator of customer relationship management software for small businesses. More than 100,000 businesses worldwide leverage Insightly’s cloud-based technology, easy-to-use interface and freemium pricing model to organize and manage their business.




Edited by Brooke Neuman

Article comments powered by Disqus

Related Contact Center Solutions Articles

Golden Gate BPO Solutions Partners with NETCAST BPO Services

When it comes to business process outsourcing (BPO) while many parts of the world are gaining traction as places to locate facilities, India and the Philippines because of their large English-speaking talent pools remain the dominant BPO places to operate. This is particularly true for companies whose majority of customers require support in English. [ Read More ]
05/21/2015

AMC Technology Contact Canvas Integrates Contact Center Apps to Microsoft Dynamics CRM

In recognition of the value-added of CRM integration with contact center capabilities, enterprise and contact center application integration software specialists AMC Technology has announced it has telephony enabled Microsoft CRM 2013 and 2015 through its Contact Canvas platform. The AMC platform allows customers to integrate business apps and communications across the enterprise, from contact center agents to knowledge workers and mobile staff. [ Read More ]
05/21/2015

Lazy Dog Restaurants Partners with RRT On Takeout Management Solution

When it comes to the business world, customer satisfaction is the real currency that keeps a company going. This is true whether talking about a retail or restaurant or a call center. Lazy Dog Restaurant and Bar just announced it is taking the next step in increasing its customer service approach thanks to an agreement with Restaurant Revolution Technologies. The agreement will allow Lazy Dog to implement an innovative takeout order management solution that is going to be supported by the compan… [ Read More ]
05/12/2015

Boston Retail Partners' Survey Reveals 87 Percent Plan on Using Gamification

The latest survey from Boston Retailers Partners reveals retailers are implementing customer relationship management (CRM) solutions as a key enabler to influencing customers. And gamification has become an important tool as part of the CRM deployment. [ Read More ]
05/12/2015

Events

Weekly Live Demo
Contact Center Solutions

Register Today!


Weekly Live Demo
CaaS Small Center

Register Today!