There are a lot of things you don’t want to share at your small business, like your lunch or favorite chair. But when it comes to providing the best customer experience possible, the more you share the better!
CRM Should Make Sharing Easy
Having a free flow of information around your customer relationships is a hard task, no matter what size your business is. A co-worker may have been in contact with a customer via email. That email is likely saved and searchable for easy access, by that person. But what if you need access to that email? You may be out of luck.
It’s rare to see a CRM being used across an entire business, and that’s a shame
That is one reason why you should be using a CRM at your business. When you communicate with customers, the history of that communication often gets stuck in whatever system you were using. Tweets are in Twitter, emails are in Gmail, memories are in your brain (until you forget them). A good CRM, especially one that is well connected to email and social, helps you bring those conversation histories into one central library for easy access by all of your team members.
Well, that’s the theory anyway. But while your CRM may be great at helping you catalog all of your customer data, that info may still not be shared with everyone. The fact is, CRM isn’t always fully adopted across an entire business. This is true for big and small companies alike. Perhaps a sales team uses a CRM to record their communications and track their pipeline, or a marketing team uses it to identify the best customers and fans who can help grow the business through word of mouth. It is a bit rarer to see a CRM being used across an entire business, from sales to office support to fulfillment and bookkeeping. And that’s a shame.
Why Doesn’t Everyone Use CRM?
There are several reasons why everyone at a small business may not be using the company CRM. These include adoption hurdles and downright stubbornness But we think one big reason a small business may not have everyone using the CRM comes down to cost. Most CRMs charge more money for more users. This is a discouragement for getting someone in as a user who may only use the CRM sporadically, or for very specific purposes. As a business owner, you are forced to decide who gets access and who doesn’t.
Everyone who interacts with customers needs to see all of the customer details
The problem is, when a whole team doesn’t have access, the use of the CRM is less valuable. Sure, sales may do a good job of building customer profiles and following up on customer related tasks using the CRM, but what happens when a customer service request comes in via Twitter and you have a customer service rep answer it? Are they flying blind because they can’t get at all that wonderful context that the sales reps built up?
What sometimes happens in these cases is that one person is tasked to handle the whole relationship. This makes response times slower and puts a lot of unnecessarily stress on that one person. If instead anyone at your company could see all of the customer details and provide that customer with a high level of personal service, wouldn’t that be better?
A Better Way
We believe getting the whole team to share everything they know from their various interactions with customers is a better way. Even if a person has only one interaction with the customer, that should be added to the rest of the communications. You see, every single interaction matters. And in each interaction, you want any of your team mates to be empowered with the best and most current info about the customer.
We don’t think there should be any roadblocks to sharing information
This belief in sharing is why we offer unlimited users on every plan level for our CRM software. We don’t think there should be any roadblocks to sharing information and providing the best customer experience possible. Making it easy for your small business to get everyone using your CRM will help you increase customer retention by having better customer interactions. It will also help you work together better as a team, letting you share comments on a contact record, assign To-Dos, and just overall share the workload when it comes to pleasing your customers!
Take the Chains Off
With unlimited users for your CRM, we give you the opportunity to share more and collaborate better as a small business. But like everything, it really comes down to your choices. Chances are, not everyone will be comfortable recording all of their customer emails and meeting notes in the CRM. Sometimes, people like to hoarde information, for whatever reason. If you want to improve how your team works together you will need to confront some old habits that cause silos and blockages of information.
While that may be a pain, its worth it! Being able to collaborate more freely brings everyone on board for providing the kind of experience that will wow your customers and keep them coming back for more.