When you first get going with CRM software, you will want to bring any existing contacts into the system. While this will be the largest import of contacts, you will also want to create a plan for keeping new contacts coming in to your CRM with as little friction as possible. With all your contacts in CRM, you’ll be able to build longer lasting customer relationships. Let’s dig in to how to accomplish both of these goals.
Most of our customers have several users working in Batchbook. I thought I’d take some time to go in depth on how to set up a shared workflow for multiple users. With automations, you can pass tasks between team members, keeping the ball rolling.
A workflow is a series of steps that your team needs to complete. In Batchbook, those steps often revolve around the contact. For instance, you may have a workflow to work with a new lead until they become a customer. Or you may have a workflow that your team follows to onboard new members to your service, or to provide quality support and follow up.
For my example, I’ll be creating a workflow that takes someone from a new contact to a fully onboarded client for a business services firm.Read More
Here at Batchbook we’ve combined a number of different work location styles into a well functioning team and culture. About a third of our team works out of our Providence headquarters on a regular basis. We have a terrific, lofty, urban space in Providence’s Jewelry District where a group of us comes into a cozy office space most days of the week. Another third work half time from their home office, half time from the Batchbook office. And the rest of the team is completely virtual. They live in distant parts of the country (or other countries even) and only visit the home office once a year or so. We’ve been asked a number of times recently to share more…
With the launch of our new Holiday Gift Guide, we’ve been thinking about what to give to our own customers this season. We’ve traditionally sent out chocolates or Batchbook notebooks, but this year we’re trying something different. We were inspired by a customer who wrote in recently to cancel an account when their Batchbook administrator went on maternity leave. We’re passionate about work/life balance and did not sit well with the idea that an important life event would cause disruption in that business’ ability to track their customer information. We’ll Pay You To Take Time Off Starting in January 2016 we’re offering our small business CRM customers one month payment-free vacation time so you can step away from the computer without losing your…
We want to help make your 2015 a smashing success, so we’ve combined our customers’ five most common new year’s resolutions with Batchbook customizations and team strategies for turning those resolutions into achievable goals. 1. Get More Clients Spread the word about your business in a way that respects and showcases your relationship with existing clients. Referral Lists. It can be uncomfortable to ask customers to hit up their various networks on your behalf. Why not ask them instead to be a referrer for your business? Our friends as Grasshopper virtual phone systems have a great Twitter referral program. If someone tweets about their brand, then they’re referred to a few customers who have agreed to be on their “happy customers” list (we’re fans…
The other day I needed a wrench to tighten a leaky faucet. It promised to be a quick job and it would be one thing checked off the honey-do list. The only real problem was finding the wrench. At my house, there are many places that wrench could be. Maybe it was in the drawer by the computer, or in a cupboard in my office, or on top of the refrigerator (sure, why not?). The only thing I knew for sure was where I wouldn’t find the wrench. I was 100% sure it would not be in my toolbox.
The thing is, the wrench should be in my toolbox, because that is where wrenches go. If I was truly organized with my tools, I would always know where to find them and I would be able to get the job done so much faster. But organization takes a bit of thought and some good habit building.
Which brings me to why your contacts aren’t organized.
If you are like a typical small business, the chances are that you do have a ton of contacts; leads, customers, vendors, friends, past-customers. All of these contacts may be spread out across a diverse landscape of software, from your email address book to your accounting software to your CRM to your brain.
Knowledge is power. Knowledge of your customer. Knowledge of their needs. Knowledge of their habits and desires and beliefs. As important as building the right widget or service to meet their needs, is building the right process for finding those who will benefit from your product and selling it to them.
Today we are releasing a new set of sales tools in Batchbook to help you better develop and manage the right sales process for your business. We’ve made it super simple to create a process for turning your interested visitors into paying customers and long term champions.
The new deals tab in Batchbook will let you:
- Easily work through your sales process – Easily sort deals based on assignments. Quickly preview action needed, contact your customer and update the deal stage from one screen.
- Customize your sales stages – Create your own custom deals stages based on the steps involved in marketing and selling your product or service to your customers. Update that process as you learn more about what is working and what isn’t.
- Categorize different deal types – Create your own categories for the different services you offer, versions of your product or distribution channels. No matter what you are selling and who you are selling it to, you can easily set up different strategies that will work for you.
- Create your own territories – Create your own territories and track all deals based on those areas. Whether you distribute opportunities to your sales team based on locations, or just need to track different currencies across your sales region, you can use custom territories to track locations that make sense to you.
- Manage sales from your phone – The new deals tab is designed for mobile first. All features available in the web version are also available across all smartphones including searching, viewing, updating, quick calling and mapping customer locations.
- Involve everyone at your company in the sales process. The owner, partners, business development, front desk, support team. Everyone is part of the customer conversations, so make sure everyone is sharing their conversations and notes in Batchbook. Unlimited users means everyone can be involved for the same low price.
Get a Glimpse of the New Sales Tools
As with the rest of Batchbook, we have made the new Deals feature extremely customizable. Creating the right process for yourself and your team is a very important and an ongoing process. Below are a few screenshots of the easy customization and deal flow in the new Batchbook Deals feature.
As you probably already know, CRM stands for Customer Relationship Manager. What THAT means, however, is open to interpretation.
For many businesses, CRM means sales sales sales! Managers want to see pipelines, projections, and progress reports; sales reps are expected to log in to close opportunities.
For other businesses, CRM is more about customer service and building great relationships with customers. Managers like to see lots of data on a contact’s profile, while employees use the CRM to find the right people to stay in touch with.
Nothing to Fight About, Really
This is not a winner take all fight. CRM software is a flexible tool that can be a good fit for many parts of your business. The thing is, you don’t have to use CRM just for sales or just for customer service. In fact, it’s better if you use it for both!
Don’t look at it through the eyes of your departments. Instead, evaluate your CRM strategy through the eyes of the customer. They should have a seamless relationship with your business from first contact by a sales rep right through to that lovingly handcrafted note written to thank them for being a long time customer.
When you need to pass off customer information from one person to another you can just point to the contact profile in your CRM. Everything that happens in sales matters to the customer support folks and every bit of detail that support comes across can help inform the sales team.
So, how do you do both things well?Read More
Your CRM software can be your best tool for starting and keeping great customer relationships. But if everyone at your business is using it differently, some of that value is being lost. It’s a good idea to assign a manager to head up your CRM efforts. They don’t have to be an iron-fisted dictator. You just need someone who can see the big picture and help make sure all of your contact puzzle pieces are fitting together. When they do, you’re whole team has better insight into each contact. Develop Strong CRM Workflows I’ve talked about how important it is to have your CRM workflows mirror what is already working. Getting a good workflow in your CRM is pretty important.…
CRM software can provide a powerful lift for your small business. Used correctly, you can build highly useful contact profiles and shine a light on the contacts who need your attention right now. The true power of a CRM for a small business comes when the whole team is on board and using it every day. This is because each person at your company may have interactions with and insight into your contacts. If everyone is not using the CRM, you will be stuck with information gaps. Excuses, excuses, excuses The sad truth is, it’s often hard to get a whole group of people actively using your CRM software. There are a variety of excuses. These include, “I don’t have…