Meet John… He’s a sales rep at SmallCo, and one who finds his CRM very handy for keeping track of his prospects and clients. John systematically adds any piece of information that comes his way, to his CRM profiles.
But when Mary from ClientCo calls him, he has no idea that she has already received a promotional offer from the SmallCo marketing team. Or that Mary hasn’t paid her last three invoices. Or that she opened a ticket with the support team about a delivery problem… and proceeded to send an email rant to John’s boss just hours before the call.
In other words, John has a limited perspective on his clients: his view. But he doesn’t see the bigger picture. Mary interacts with other SmallCo staff in various ways, and she has an altogether different take on John’s company: her view!
So when John and Mary talk, they don’t really understand each other. Why? Because they don’t see things the same way. Mary is frustrated and so is John.
Sound familiar? Have you ever missed a sale or lost a client because you weren’t fully aware of the lay of the land?
Wouldn’t John feel more confident if he could stay up to speed by conveniently tracking all of Mary’s interactions with SmallCo. What if he could do so within his favorite CRM app? Wouldn’t it make you feel better?
Why not build a coherent view of your client?
Because you don’t have time to sign into different apps, one by one? Or to search for scattered pieces of information to build a solid, coherent picture of your company’s relationship with each customer? Maybe you can’t access the relevant data… Perhaps you don’t have enough hours in the day to spend updating every client’s data in each of your company databases.
Well, now you don’t have to dream of a solution.
Whether you’re a CEO, a freelancer, or a salesperson, whose work revolves around contacting and following up clients, you will simply fall in love with the CRM integrations that CloudWork is building for Capsule CRM, Highrise and Zoho CRM (with more supported apps to come)
CRM should be your one stop master data repository. No ifs, or buts…
With the right set of integrations, you can keep your CRM updated in the background with most of your client interactions with your company. CloudWork will automatically detect events involving your clients within your cloud apps (emails, meetings, invoices, marketing campaigns, support tickets…) and creates a note in your CRM each time there’s something new.
You simply have to select your CRM and set up integrations with other apps you use (currently FreshBooks, Chargify, ZenDesk, Desk – Free Desk.com Offer , MailChimp, Campaign Monitor, Gmail™ and Google Calendar™ are supported).
It takes less than 15 minutes to build your own use case. No coding, no technical skills are required. Anyone can do it.
And don’t worry about useless data flowing inside your CRM, all the information pushed to your CRM will be contextual which means the data that is synchronized is matched precisely with your existing contacts.
Back to John and Mary’s example
As soon as John gets to know CloudWork, he decides to give it a try. He is pretty aware of his information consistency problems and literally helpless when it comes to any reasonable solution. Therefore he lets himself be seduced by the opportunity of tracking all his clients’ interactions inside his CRM without any effort on his side.
Soon after he sets up his first integration, Mary from ClientCo wants to call him again and discuss this last order she hasn’t yet paid. After their last talk she was very disappointed with John’s company and began considering the end of their cooperation. She has already unsubscribed from the newsletter and sent an email to the support team complaining about the service she received.
However, this time John is aware of everything that is happening between his company and Mary. He saw that the opt-out option next to Mary’s contact details in his CRM was checked and thus knows that she unsubscribed from the newsletter. He also saw the note in his CRM about the message sent by Mary to the support team, as well as the note about the unpaid invoice next to her last order details.
He is concerned that he can loose Mary as a client and decides to call her and clarify the situation before she makes her final decision.
Mary is really surprised with his call. She is listening with astonishment that John is so well informed about her and she appreciates his concern. For the first time since she’s been running her business, she’s approached in such a personal and individual way. She likes it a lot, and soon her disappointment is replaced with gratefulness. At the end of the call, she pays her last invoice and confirms this new deal with John.
OK, it seems like a fairytale happy end but… this is just reality. You know that your customers love it when you treat them individually and to do so, you know that you need to keep track on heir relationships with your company.
Now that your CRM is integrated with the rest of your business apps you don’t have to choose anymore between money and love – you’re lucky enough to have them both!
Start tracking your clients now!
You might also like:
6 Little Things to Add to Your Formula of Customer Service Excellence http://www.thinkaboutcrm.com/customer-service-excellence
5 CRM Software Reviews for Your Small Business http://www.thinkaboutcrm.com/5-crm-software-reviews-your-small-business
What is a Sales Force Automation? http://www.thinkaboutcrm.com/what-sales-force-automation
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