Help! I Can’t Keep Track Of All My Customers’ Details and Communications – What Should I Do?

Is your business’ data all over the place? Are you having trouble keeping track of customer information? You may want to consider a CRM system. But you may be wondering, what exactly is a CRM system and what can it do for my business?

A CRM system is a customer relationship management system; it’s a type of software that helps you organise and manage your customers in one place

This software helps you capture leads and move them through your ‘sales funnel’, aka when a customer makes initial contact with your business, having the person request a quote, completing the job, and eventually leaving you a 5-star review! 

In short, a CRM can give you…

  • Improved management and organisation of customer information
  • Streamlined communication with existing and potential customers
  • Higher customer satisfaction (say goodbye to missed calls and emails) 
  • And much more! 

But how do you know if you need a CRM right now for your business? 

Here are some common problems that we’ve heard after talking to some business owners. 

Problem #1: Spending Hours On Admin And Paperwork

Do these tasks sound familiar to you?

  • Responding to requests from leads
  • Answering existing customer enquiries  
  • Chasing payments
  • Routine checking of Facebook and Google My Business messages, voicemails, and emails. 
  • Following up a job to check if the customer is satisfied and to request a review.

Did you know that 63% of Australian businesses spend up to 10 hours per week on repetitive admin tasks like the ones mentioned? 

A CRM system can help you significantly cut down these hours by collating your lead interactions in one place so you don’t have to check multiple platforms. 

These systems can notify you when there is an interaction, saving you from having to check these communications randomly.        

For example, a customer has sent you an enquiry about a new product/service, your CRM system can automatically reply with a message that says “Hello thanks for reaching out! We’ll be in touch shortly. In the meantime, please check out our services here.”. The customer is not left hanging with no answer, and you can then reach out to them to start the journey – it’s a win-win!

Problem #2: My Customers’ Information Is All Over The Place 

Are some of your customer details on your phone, while other details are on your computer or tablet? Would you struggle to find a specific interaction with a customer? 

A CRM system is designed to store data about your customers in the one place – from phone numbers and email addresses, to websites and where they sit in your sales funnel. 

 

Problem #3: Keeping Track Of All My Communications Is A Nightmare!

Let me ask, how many ways can customers contact your business? 

  • Facebook
  • Google My Business
  • Website forms
  • Webchat
  • SMS
  • Phone calls 

Now you’ve probably realised how easy it is to miss an SMS or Facebook message, especially if there are multiple interactions to follow up on. A CRM system helps you keep track of all of your communications on a single platform

Can you imagine how much time you can save as a business owner?

Problem #4: Customer Makes The Initial Contact But I Forget Or Don’t Have The Time To Follow Up

As a business owner, you know how important it is to follow up with both leads and existing customers – but sometimes, you don’t have the time or resources to stay on top of it. 

What a CRM system can do is chase leads and existing customers with personalised messages to encourage bookings on your calendar or phone calls. This not only saves you time and effort but also improves the quality of interaction between you and the customer. 

Who likes being ignored or left on ‘read’? Nobody, especially not your potential customers. 

Save Time & Money with a CRM: LANA Can Do it All  

We know we’ve only skimmed the surface of the daily problems that business owners face. But if you’re perhaps interested in seeing what a CRM system can potentially do for your business, check out LANA’s features and book a 15-minute demo with our team! 

Check out our other helpful blog posts here:

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