Customer Relations Managent (CRM) and supporting Software

Microsoft Outlook is probably the most popular way of keeping in touch with customers, friends and business associates. It is simple enough to use and covers the basic records, a diary and very efficient address book. If that satisfies you, don't let anyone persuade you to change it.

What is CRM?

It is a very clever way to keep extensive records of past discussions, retain copies of emails sent and received, meeting notes, diary dates and more. The learning curve of using a CRM software is hard work and the rewards are much greater.

Why should you consider CRM software?

Let me share with you my own experience of using a CRM software. About ten year ago I treated myself to a CRM software and spend the next eighteen months learning how to use it to maximise my customer contact database and the many templlates for writing highly personalised letters and emails, faxes, etc.

Case Study 1 - How to impress without too much effort

Joe Bloggs phones you and it takes you less than 30 seconds to look up his record. By the time you have exchanged a few pleasanteries, you have had a chance to look at past activity and notes on his record and the last time you were in contact with each other. Than you hit him/her between the eyes with a clever comment like:

How is your partner/wife/husband?

Last time we spoke he/she was waiting for medical treatment.

Is he/she OK?

Case Study 2 - Customer satisfaction

Mary Quite Contrary phones you out of the blue with a query about the purchase of her laptop. If you have done your job well, the CRM system will have a record of the laptop, including:

If, for any reason, the customer is in trouble, they will thank you for your professionalism.