Posts tagged ‘crm for small business’

Small Business CRM Solution

During the economic downturn small businesses were looking for any way possible to stay profitable. At the end of the day they found out that the solution was the same that it has always been: understand customer needs and fill them. It’s amazing how powerful yet simple this principle is. Usually when times get tough, most of us small business owners react by looking for some obscure piece of knowledge that will give us an edge over our competitors when what we really need to do is get back to the basics.

Customer relationship management (CRM) is the practice of really getting to know your customers and then aligning your business to fulfill their needs. It is an ongoing process that has to being with strategy in mind.

I’m not going to get into the nitty-gritty of setting a customer relationship strategy. You know your customers better than me (at least I would hope so). Just gather as much information as you can within a reasonable budget and then get your best people together to come up with a strategy to find new customers and keep old ones.

Quick Tip: Many small businesses fail to gather cheap and easy information. For example, simply asking a departing customer why they are leaving can give you oodles of useful knowledge. Maybe they are leaving because a competitor has a better price, or because they were treated poorly, or because your product or service simply didn’t have a feature that they needed. It’s true that it hurts to hear these reasons sometimes, but remember that the aforementioned problems are all fixable.

Some articles heavily criticize buying a small business CRM solution before implementing a strategy. While it is true that it is a bad idea to drop thousands of dollars before having a clear strategy, it is also true that it is hard to have a strategy without having any information with which to strategize.

Here’s what I mean by this. You can have the best strategy in the world on paper, but if it is not backed up by meaningful information or data then your strategy does you little good. It might not be a bad idea to purchase an inexpensive CRM software package to help you collect data so that you can come up with a good strategy. Yes, the old saying goes that a bad strategy that is executed excellently is better than a good strategy executed poorly. The truth is that saying is probably outdated: nowadays you need good strategy and good execution to succeed.

Small businesses are finding that they can be successful even in difficult times. They simply need a way to have meaningful relationships with their customers. The old recipe of understanding needs and fulfilling them works as well today as it ever has. Find out more about CRM consulting.

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