Question: When is the best time to implement Customer Relationship Management (CRM)?
Answer: 5 years ago.
Question: When is the next best time to implement CRM?
Many businesses have spreadsheets and low end contact management systems to keep track of the customer. They were fine at first but fail to keep up with the evolving needs of your business. In short, they are not built to keep up, and that may be costing you business. The difference between a first time customer and a repeat customer is perceived care. Many factors create this perception but a base requirement is knowing the current context of the client. Great client representatives “know their client”, know the transactions, know the history, in essence they are “connected” to the client. We all know a few of these fine associates, but the problem is what they do and how they do it doesn’t scale to the other members of your organization. CRM is the solution to scale the one great client representative to a great Client Service Organization. CRM allows you to implement repeatable best practices customer care generating the repeat customer. CRM is the one central place to tract the current contact information and business activity, automate sales and fulfillment processes, implement customer centric best practices workflow, and provide business intelligence insight into your customer and business operation.
Start today and reap the benefits of your investment before another 5 years pass you by.