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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 August 16, 2018

10 Huge Differences Between A Boss And A Leader

10 Huge Differences Between A Boss And A Leader

When you try to think of a leader at your place of work, you might think of your boss – you know, the supervisor in the tasteful office down the hall.

However, bosses are not the only leaders in the office, and not every boss has mastered the art of excellent leadership. Maybe the best leader you know is the co-worker sitting at the desk next to yours who is always willing to loan out her stapler and help you problem solve.

You see, a boss’ main priority is to efficiently cross items off of the corporate to-do list, while a true leader both completes tasks and works to empower and motivate the people he or she interacts with on a daily basis.

A leader is someone who works to improve things instead of focusing on the negatives. People acknowledge the authority of a boss, but people cherish a true leader.

Puzzled about what it takes to be a great leader? Let’s take a look at the difference between a boss and a leader, and why cultivating quality leadership skills is essential for people who really want to make a positive impact.

1. Leaders are compassionate human beings; bosses are cold.

It can be easy to equate professionalism with robot-like impersonal behavior. Many bosses stay holed up in their offices and barely ever interact with staff.

Even if your schedule is packed, you should always make time to reach out to the people around you. Remember that when you ask someone to share how they are feeling, you should be prepared to be vulnerable and open in your communication as well.

Does acting human at the office sound silly? It’s not.

A lack of compassion in the office leads to psychological turmoil, whereas positive connection leads to healthier staff.[1]

If people feel that you are being open, honest and compassionate with them, they will feel able to approach your office with what is on their minds, leading to a more productive and stress-free work environment.

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2. Leaders say “we”; bosses say “I”.

Practice developing a team-first mentality when thinking and speaking. In meetings, talk about trying to meet deadlines as a team instead of using accusatory “you” phrases. This makes it clear that you are a part of the team, too, and that you are willing to work hard and support your team members.

Let me explain:

A “we” mentality shifts the office dynamic from “trying to make the boss happy” to a spirit of teamwork, goal-setting, and accomplishment.

A “we” mentality allows for the accountability and community that is essential in the modern day workplace.

3. Leaders develop and invest in people; bosses use people.

Unfortunately, many office climates involve people using others to get what they want or to climb the corporate ladder. This is another example of the “me first” mentality that is so toxic in both office environments and personal relationships.

Instead of using others or focusing on your needs, think about how you can help other people grow.

Use your building blocks of compassion and team-mentality to stay attuned to the needs of others note the areas in which you can help them develop. A great leader wants to see his or her people flourish.

Make a list of ways you can invest in your team members to help them develop personally and professionally, and then take action!

4. Leaders respect people; bosses are fear-mongering.

Earning respect from everyone on your team will take time and commitment, but the rewards are worth every ounce of effort.

A boss who is a poor leader may try to control the office through fear and bully-like behavior. Employees who are petrified about their performance or who feel overwhelmed and stressed by unfair deadlines are probably working for a boss who uses a fear system instead of a respect system.

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What’s the bottom line?

Work to build respect among your team by treating everyone with fairness and kindness. Maintain a positive tone and stay reliable for those who approach you for help.

5. Leaders give credit where it’s due; bosses only take credits.

Looking for specific ways to gain respect from your colleagues and employees? There is no better place to start than with the simple act of giving credit where it is due.

Don’t be tempted to take credit for things you didn’t do, and always go above and beyond to generously acknowledge those who worked on a project and performed well.

You might be wondering how you can get started:

  • Begin by simply noticing which team member contributes what during your next project at work.
  • If possible, make mental notes. Remember that these notes should not be about ways in which team members are failing, but about ways in which they are excelling.
  • Depending on your leadership style, let people know how well they are doing either in private one-on-one meetings or in a group setting. Be honest and generous in your communication about a person’s performance.

6. Leaders see delegation as their best friend; bosses see it as an enemy.

If delegation is a leader’s best friend, then micromanagement is the enemy.

Delegation equates to trust and micromanagement equates to distrust. Nothing is more frustrating for an employee than feeling that his or her every movement is being critically observed.

Encourage trust in your office by delegating important tasks and acknowledging that your people are capable, smart individuals who can succeed!

Delegation is a great way to cash in on the positive benefits of a psychological phenomenon called a self-fulfilling prophecy. In a self-fulfilling prophecy, a person’s expectations of another person can cause the expectations to be fulfilled.[2]

In other words, if you truly believe that your team member can handle a project or task, he or she is more likely to deliver.

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Learn how to delegate in my other article:

How to Delegate Work (the Definitive Guide for Successful Leaders)

7. Leaders work hard; bosses let others do the work.

Delegation is not an excuse to get out of hard work. Instead of telling people to go accomplish the hardest work alone, make it clear that you are willing to pitch in and help with the hardest work of all when the need arises.

Here’s the deal:

Showing others that you work hard sets the tone for your whole team and will spur them on to greatness.

The next time you catch yourself telling someone to “go”, a.k.a accomplish a difficult task alone, change your phrasing to “let’s go”, showing that you are totally willing to help and support.

8. Leaders think long-term; bosses think short-term.

A leader who only utilizes short-term thinking is someone who cannot be prepared or organized for the future. Your colleagues or staff members need to know that they can trust you to have a handle on things not just this week, but next month or even next year.

Display your long-term thinking skills in group talks and meetings by sharing long-term hopes or concerns. Create plans for possible scenarios and be prepared for emergencies.

For example, if you know that you are losing someone on your team in a few months, be prepared to share a clear plan of how you and the remaining team members can best handle the change and workload until someone new is hired.

9. Leaders are like your colleagues; bosses are just bosses.

Another word for colleague is collaborator. Make sure your team knows that you are “one of them” and that you want to collaborate or work side by side.

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Not getting involved in the going ons of the office is a mistake because you will miss out on development and connection opportunities.

As our regular readers know, I love to remind people of the importance of building routines into each day. Create a routine that encourages you to leave your isolated office and collaborate with others. Spark healthy habits that benefit both you and your co-workers.

10. Leaders put people first; bosses put results first.

Bosses without crucial leadership training may focus on process and results instead of people. They may stick to a pre-set systems playbook even when employees voice new ideas or concerns.

Ignoring people’s opinions for the sake of company tradition like this is never truly beneficial to an organization.

Here’s what I mean by process over people:

Some organizations focus on proper structures or systems as their greatest assets instead of people. I believe that people lend real value to an organization, and that focusing on the development of people is a key ingredient for success in leadership.

Learning to be a leader is an ongoing adventure.

This list of differences makes it clear that, unlike an ordinary boss, a leader is able to be compassionate, inclusive, generous, and hard-working for the good of the team.

Instead of being a stereotypical scary or micromanaging-obsessed boss, a quality leader is able to establish an atmosphere of respect and collaboration.

Whether you are new to your work environment or a seasoned administrator, these leadership traits will help you get a jump start so that you can excel as a leader and positively impact the people around you.

For more inspiration and guidance, you can even start keeping tabs on some of the world’s top leadership experts. With an adventurous and positive attitude, anyone can learn good leadership.

Featured photo credit: Unsplash via unsplash.com

Reference

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