With advances in technology, small companies now have the opportunity to use customer management tools formally reserved for enterprise companies. Using customer management tools helps a small business be more productive and efficient. With the right tools, a business can manage, automate and organize all the information it collects about customers and leads.
Why Use Customer Management Tools?
Customer management is important for nurturing relationships and creating results-oriented marketing campaigns that speak to the target audience. Customer management tools were developed to keep customers and prospect data organized all in one place. As customer data flows in from a variety of channels, small companies are inundated with information. These tools give companies a clearer picture of who their customers are, what those customers purchase and when they purchase them. This information is essential for understanding customer needs. Most customer management tools also integrate the sales, marketing and support departments. Companies are then better equipped to create marketing campaigns that entice their target audiences. These tools also help a company to determine which products or services are best sellers, and the percentage of sales from existing customers and new ones. By using the tools properly, a small company can improve marketing and sales efforts. According to HubSpot, a study by Gartner Research reports, "Companies that automate lead management see a 10% or greater increase in revenue in six to nine months."
Four Small Company Customer Management Tools
One of the best ways to keep customers happy is with excellent customer service. The program Mojo Help Desk assists small companies in the creation of a knowledge base and customer ticket system. The system prevents lost tickets so customers' issues are resolved in a timely manner. Customers can view ticket status and offer feedback about the business.
The Relationals program focuses on helping sales personnel with a variety of daily tasks. These tasks include completing lead profiles, creating contact lists, integrating sales processes with marketing campaigns and measuring campaign results. Relationals also provides analyses of sales information for more effective business planning.
Considered Sales is a program for keeping track of every customer interaction through the entire sales cycle. The program creates a record of every sales email and phone call. There are also tutorials for setting up a customized sales process that guides customers and leads from initial awareness of a product or service to the final stage of purchase.
Many small businesses now use social media to generate leads. Nimble is a customer management tool that integrates with Twitter, Facebook, Google+ and LinkedIn. The program creates a profile of leads and customers based on information from their respective social media accounts. Small companies use this information for building and managing relationships that result in sales. The goal of customer management tools is to streamline business processes so companies become more efficient in managing customer information. The end result is better decisions, higher ROI and increased sales. Photo: Mojo Help Desk
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