CRM Strategies: The Human Aspect

As I mentioned in a previous article, CRM is about a lot more than just a software or specific technology. Sure, software has made CRM easier and more effective than ever before, but at its heart CRM is about your business’ overall strategy. CRM is about how you make sales, market your products and help your customers.

When CRM is utilized properly, it can transform every aspect of your business for the better. It will help your sales team, your management staff, your customer service reps, and even your marketing team.

CRM’s unique ability to enhance all of these aspects of your business explains why many companies are spending an unprecedented amount of time and money trying to find the right CRM technology to automate all aspects of their business. Yet, as we’ve mentioned before, successful CRM adoption rates are only somewhere around 30%.

The primary reason for this is the mistaken assumption that the right CRM will cure any business’ ailments. CRM is only as good as the people behind it. People run a business, not software, so no matter how fancy or expensive your CRM system is, be sure that you have good people behind it, who also know how to use it properly.

This brings us to the ultimate point of this article: stop trying to automate everything.

So many businesses are trying to automate every aspect of the sales and marketing process. By utilizing big data and advanced CRM, many businesses have taken the human element out of the entire process. While drip email campaigns and personalized content are excellent ways to reach out to your customers, it’s important not to remove the personal aspect of doing business entirely.

CRM allows businesses to streamline their processes and cut costs while simultaneously ramping up the contact they make and keep with customers – it sounds like a surefire win-win. Yet it’s important not to lose sight of the human aspect of conducting business. When your employees interact with customers they gain valuable insight, develop ideas, and implement improvements that are simply not possible with a software.

If you have any questions about how to properly implement a CRM solution for your business, let us know in the comments. At The Mission Suite we’re always happy to help businesses improve their workflow any way we can.

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