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How To Grow Your Business With An Effective CRM Strategy

How To Grow Your Business With An Effective CRM Strategy

No business can survive with a dissatisfied customer base. To keep customers, it is now more important than ever for small businesses to have an effective customer relationship management (CRM) strategy and software which corresponds with the business’s goals. Thankfully, this is now easier than ever. CRM software has blossomed over the past few years. While CRM was once the exclusive domain of large businesses, small businesses can now get CRM software like Salesforce or Insightly for a fair price and use it to keep better track of their customers and how they can keep those customers engaged. However, no software can substitute for the human mind. There are too many businesses who think that their CRM strategy can just be left to whatever software they purchased. Every business needs to have a proper CRM strategy — of which the software is just one of many parts. Emphasizing personal communication over technology and placing power in the hands of subordinates are just a few key things which can be done to ensure that a CRM strategy keeps customers happy and a business prosperous

The benefits of a CRM strategy

The first thing that has to be done is to show why a CRM strategy is so important for small businesses. That can be explained by asking one simple question: what is any business’s most valuable asset? The answer is their customers — not property or technology or employees. All of those things are means to an end of getting more happy customers who will come back and spend money. Businesses which can get repeat customers will be better off than those which do not. A study shows that “in a recent 12-month period, businesses with a 40% level of repeat customers generated 47% more revenue than similar businesses with only a 10% level of repeat customers.” And because repeat customers are so important, businesses need to track their desires and purchases so that they can better accommodate them. While this can be done with Google Docs and spreadsheets, such an approach is inefficient and does not provided all the data needed to perform optimally. One of the key points of any CRM software is that it provides an avenue for workers to both understand the company’s approach towards repeat customers and also empowers them to provide information and thoughts which can contribute to that goal. Take a very simple tool which can turn an angry customer into a loyal one: the discount. Any business must be somewhat concerned about employees being too liberal with discounts to attract customers, but they should be a valuable tool which employees can use without contacting management. A CRM system which works both ways can ensure that an employee can hand out discounts to attract customers, while ensuring that management can make sure the discounts are not excessive.

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The best CRM software

So what are some CRM programs which can help your company? There’s a wide variety of software out there, ranging from BoomTown! for a real estate businesses to bpm‘online. My personal favorite CRM software is Zoho.

Zoho

While Zoho has a premium version, its free version comes with many features that are part of any CRM software. It can gather leads, conduct sales analytics, connect to social media, and store critical information which can help a business make sales. Zoho can be used both with a mobile phone and on the computer, ensuring that all employees are constantly connected to Zoho and communicating with one another. None of this is to suggest that Zoho is without its flaws. It’s ideally designed for a very small company with no more than ten employees. It also lacks customization, which may be a problem for a more tech-savvy business. But for a small business which wants to dip their toes into the water of CRM software before plunging right in, Zoho is the best choice to get in, test the capabilities of CRM software, and see how it can improve communications between management, employees, and workers alike.

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BoomTown!

BoomTown! is one of the few CRM tools out there aimed specifically at real estate brokers, though it has wider applications for other sectors. At its heart, it provides a sales automation and marketing solution that allows brokers to select and customize a lead generation website, monitor sales and team success, nurture and track leads, and much more. But it doesn’t come cheap. The software costs between $1325 and $1500 a month, and what’s more, BoomTown! continues to own the marketing site it is renting to you. That means that if you decide to cancel with them, you will lose it all. This includes any blog posts or community spaces you’ve set up or any content you’ve created. This last point might be a reason some users will stay away from using BoomTown!.

bpm’online

For a cheaper alternative, bpm’online offers a comprehensive CRM solution that has won many awards in recent years, including making it to ZDNet’s 2014 CRM watch list. It describes itself as a process-driven solution that allows you to coordinate your marketing, support service, and sales using its online platform. More importantly, it is aimed at both SME’s and large businesses, allowing to scale your CRM operations with ease. One of the drawbacks, however, is that the community of users for this software is still small, which means finding support is difficult and documentation is lacking. It is also not easy to connect to external services to add functionality to your CRM solution.

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The importance of having a strategy

While these softwares can be incredibly useful, they are only tools, and a poor workman always blames his tools. More than any software, business owners have to lay out a strategy to keep their customers engaged. This strategy requires strong links between both workers and management, so that the workers can let management know the best strategies for satisfying their consumer base and management can make sure all the workers are on the same page for those strategies. In a sense, a sound CRM strategy is microcosm of the business itself. If a business has no real plan to attract customers, or a disjointed plan, it is doomed to fail. Only with constant effort and communication can a CRM strategy be formed — software or no software.

Featured photo credit: CWCS Managed Hosting via flickr.com

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Last Updated on February 20, 2019

17 Versatile Work Skills That Will Gain You More Career Opportunities

17 Versatile Work Skills That Will Gain You More Career Opportunities

When we look at a job advertisement, it can seem as though employers want an exhaustive list of experience and technical skills from their new hire.

They list desirable qualities such as ‘initiative’, ‘team player’ and ‘strong work ethic’. Those words can mean a variety of things to different people and it can be quite hard for employers to illustrate fully the combination of technical and soft skills they want their potential employees to have.

What they often want is a mix of versatile skills that make it easy for them (and you) to adapt to the changing needs and demands which occur in businesses today.

After all, adaptability and innovation are what make businesses thrive.

In today’s ever-changing environment, versatility is a mandatory attitude every working person needs to have. With the following seventeen work skills, you will not only make your employer extremely happy and confident that hiring you was their best decision, you will experience greater personal satisfaction and results.

1. Know What You Want but More so Why You Want It

Employers need to sense you have a solid idea as to why you are a fit for their role and their organization. They need to sense you have your own sense of purpose.

However, it can be a double-edged sword to say you know exactly what you want to achieve and gain if you are successful in your application and interview.

Some employers can perceive this as arrogance; your needs first, theirs second. What employers are really looking for is your internal sense of knowing that potential to join their organization is a winning combination for both of you.

2. Diplomacy and Conflict Resolution Skills Save Money, Lost Productivity and Efficiency

Can you agree to disagree? Can you evaluate without passing judgment or at least be self-aware of your own biases? Can you put these aside to find solutions for the betterment of the team?

Employers look for versatility in soft work skills that bring peace, lower stress and contribute to creating harmony. If you have ways with words to help heated arguments reduce to a simmer so there is space for compromises, negotiations and reasoning to take place your employers’ respect for you will jump at least tenfold.

Peace-making skills are invaluable in changing workplace culture, particularly toxic ones. Any good employer knows a strong in-house negotiator will save them thousands of dollars in engaging an external mediator.

3. Know How to Set and Reframe Your Own Goals

Much research has documented that when employees have a clear purpose, mission and goals, they are more likely to be highly productive. They are less likely to flounder around in many directions nor be busy and not produce results that matter.

Employers know well that employees who develop their own goals and can align these with those of the company are more self-driven, self-sufficient and take greater ownership for performing their role.

And the benefit is not only to the employers. You personally will find greater personal satisfaction from achieving targets you have chosen to set yourself. Everyone wins!

4. Great Time Management and Organization Skills Make You Highly Productive

Being able to exercise versatility with these work skills needs no explanation. Great time management does not mean multi-tasking. It actually uses more brain power and reduces effectiveness.

Having great skills to prioritize your activities and demands, being able to assess how long things might take you to address are planning skills which greatly aid effective and better execution.

Working in harmony with your colleagues’ timetables makes for better teamwork and workflow plus a less stressed environment.

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In today’s working world, any strategies for reducing stress-invoking opportunities are like finding golden nuggets. Your employer will want to hold on to those for dear life!

5. Be a Flexible Team Player by Being Able to Change Roles When Required

Employers will be looking to see how flexible a team player, a potential employee could be.

If you are a natural leader, being a better team player might, in fact, mean you stepping down from the helm and encouraging someone else to exercise and step into their leadership potential.

It might be more beneficial to your employer to play the role of Indian as opposed to the Chief in certain situations. Stepping into different positions on your team not only helps you grow but also the rest of your team.

Employers relish having a versatile work team which can adapt and is ready and willing to play different roles, even if uncomfortable when crises happen.

6. Initiative, Self-Motivated and Driven

When you have your own internal reasons for looking to undertake a role your motivation is driven by something sizzling inside of you.

There is a personal drive and desire for the satisfaction you will experience when you meet a certain target that no other person will be able to give to you.

When you can genuinely identify and demonstrate your own personal connection to the role’s objectives and the greater goals of your employer’s business, they will see you have an internal drive that they don’t need to whip and flog to keep the momentum going.

Any employer will be grateful they just need to help navigate you and support you with the right tools and network and off you go.

7. Be Confident but Not Arrogant

Imagine if you were conducting initial telephone interviews with shortlisted candidates and one of the questions they asked was:

“How long would it be until I’ll be eligible for a pay rise or promotion?”

There is a significant difference between being confident and arrogant. Employers are not looking for confidence purely in you being able to perform every aspect of your role at gold star level.

It comes with being comfortable to say you don’t understand, you have made a mistake, you need support, further training, acknowledging what your limits are and being willing to risk stepping outside your comfort zone.

When you’re a new kid on the block, respecting that you may need to learn to walk before you can run is essential. Unless it is your job to start making significant changes from day one, chances are you’re going to create enemies if you’re so confident your new methods and ideas should replace existing processes.

8. A Positive Attitude

Demonstrating positivity as a work skill that will truly win over your new employer is about being genuine and actively applying strategies which look for the glass half full.

Recruiters and employers are not dumb. They can easily see through short-term bright smiles, nervous giggling and general ‘you just need to think positive’ statements.

In the face of grueling challenges, employers are going to look much more favorably on that candidate who can acknowledge the negative features of a situation but still encourage another solution-focused perspective to be adopted.

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Even better, if you can use language effectively to demonstrate how you have adopted a positive perspective and helped turned around a tough situation.

It is one thing to have a positive attitude but your potential employer will see you as a superhero if you can show them how you have successfully applied it.

Take a look at these tips to learn more about staying positive:

10 Tips To Make Positive Thinking Easy

9. You Are Resourceful but Know the Value of Asking for Help

There is nothing more unproductive (let alone frustrating) than that person who simply asks out loud a question to their team when they could simply have Googled the answer.

Or worse still, they have a manual at their fingertips which has the answer to their question…they were simply too lazy to look for themselves.

Be that person with Sherlock Holmes as their middle name who sleuths like a dog after a buried bone. You can research and turn over stones to discover and learn what you need but you also are able to ask for help and assistance when you need to.

Any employer will relish that person who looks to discover the answers to their own questions first before reaching out and asking for help.

Hesitate to ask for help? This article may just change your mind:

Afraid to Ask for Help? Change Your Outlook to Aim High!

10. Emotional Intelligence Creates a Harmonious Workflow

Despite the level of seniority of your role having a strong ability to handle emotions is fast becoming an essential work skill (and also life skill).

It is even more desirable for any employer when your work skill set includes the ability to detect, adapt to and have skills in managing certain emotional patterns of others you need to work with, manage or report to.

So much time, energy and productivity is lost due to individuals’ lack of skills in this area. Any manager who can see you possess and can demonstrate such versatile work skills will think they’ve won the managerial lottery!

You can learn how to improve your Emotional Intelligence from this article:

7 Practical Ways To Improve Your Emotional Intelligence

11. Be Able to Adapt Your Learning Style

There is no real evidence that using preferred learning styles actually increase the rate at which we learn nor the effectiveness of certain styles.

However, being able to make changes to what we are given to learn and adapting it to suit our needs and preferences does help us settle into a new work transition sooner.

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We also need to recognize that even though we feel uncomfortable learning a new skill a certain way, it might actually be the way we need to receive it to cement the learning. It is also likely that our new employer only knows or has a budget to deliver training in a certain way.

Either we can choose to adapt or resist but we know for sure the latter is not going to benefit to anyone.

Want to find out what your learning style is? Take this quiz:

How This Learning Style Quiz Can Help You Make the Most of Your Life

12. Flexible Leadership Style

Dan Goleman has conducted extensive research on different leadership styles, emphasizing that being versatile to switch between different styles (e.g. authoritative, coaching, affiliate, coercive, pace-setting) and knowing when to do is a fundamental skill for any leader.

Being able to change your style to lead other people is as important as how you lead your own role responsibilities.

If you want to be a better leader, these books are great resources:

15 Best Leadership Books Every Leader Must Read To Achieve Success

13. Incredible Communication Skills That Actively Listen and Give Clear Messages

Strong and effective communication across all mediums takes time, life experience and highly developed intuition.

Knowing when to use email, a face to face conversation or telephone discussion is one thing. Another is to use words which emotionally connect and influence the receiver to accept, hear and heed your message.

Great communicators know that it is their responsibility as much as the receiver for good communication to take place. However, they also know that the receiver may not feel this is the case.

When you can listen equally, be sensitive to read between the lines to hear the message of ineffective communicators and can respond kindly with inspiring, equalizing and encouraging words, your influence and general likeability as a new addition to your employer’s team will develop in leaps and bounds.

These books are also nice resources to learn effective communication:

13 Best Communication Books for Stronger Social Skills & Relationships

14. Accountable, Responsible and Dependable

We’ve all worked with people or managers at some point who lay external blame the instance something goes wrong.

Contrary to popular belief, making mistakes and owning up to it is a highly desirable and versatile work skill that gains loyalty and understanding particularly when mistakes occur.

Owning up to errors early allows both yourself and the business to recover quickly and shows you’re willing to take responsibility to continue forward on when you have stumbled.

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When you illustrate you can do this, you build your employer’s trust and faith in you.

15. Exercise Proactive Self-Awareness

Self-reflection is a highly empowering work skill that contributes greatly to becoming better and performing better.

When you actively look for the achievement, celebrate your success and look for pockets of where mistakes you have made can be corrected you improve faster, become more effective and make your work easier.

When you start to look at your own errors, receiving feedback from your employer about the same errors can feel far less confronting and having corrective conversations is easier, transparent and far less stressful and emotional.

You naturally increase your resilience and make life easier for yourself and your employer if you conduct regular self-check-ins and keep your employer updated.

Here’s how to practice self-awareness:

How to Increase Your Self Awareness to Be Much More Successful

16. Apply a Problem-Solving Growth Mindset

When faced with a problem or challenge, your ability to activate a growth mindset is a highly versatile work skill employers love. Not only are you able to reduce the pain and anguish that a fixed mindset can sustain but your ability to remain open to possibilities to find different pathways or ideas is refreshing and helpful.

If your thought patterns automatically ask: “How can we?” or you often think “there must be a way”, you will only contribute to creating growth opportunities for your organization and inspire others to think the same way.

Learn more about developing a growth mindset here:

5 Ways to Cultivate a Growth Mindset for Self Improvement

17. Be Teachable

If you have ever tried to teach someone a new skill or technique and they keep reverting back to traditional ways that are familiar to them, you might have become frustrated to the point of giving up.

Don’t be that person who’s stuck in tradition which no longer serves the business. Whether you are entering a new environment, learning new software or negotiation skills, know that all employers need people who are open to being taught.

Innovation is a core concern of every business. Innovation means change and change means doing something different.

Stay Versatile and Keep Learning

Technical skills can often be taught. Ray Croc illustrated how well a systemized franchise can dominate the planet. Over 36,000 McDonald’s establishments around the world are run by managers barely in their twenties!

Soft work skills, however, take time to develop, learn and confidently apply.

There is a key combination of work skills that would make any candidate employer’s dream. However, the essential factor underlying all of these work skills is versatility.

Equip yourself with these 17 work skills, stay curious and keep learning; and you’ll always nail the job you want.

More Resources About Career Success

Featured photo credit: Unsplash via unsplash.com

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