Customer relationship management, or CRM, has been a term that has been around for some time. It has been around for some time for good reason. Customers are the lifeblood of any business and the more we understand our customers the better off we are and the more products and services we can sell. Maximizing the use of our customer’s disposable income is the name of the modern business game. CRM systems don’t need to be complex or expensive. They are great for any size business.
CRM systems allow businesses to hack the behaviors of their customers. These behaviors become extremely important in order to find methods by which products can be improved upon and service delivery can increase. For example, if you knew customers returned products because they broke you would have to concern yourself with the quality of your offerings. The same could be said for the concept of offering products that are interesting to your customers. As another example, you find that the Mary Kay products are selling fast and then it would make sense to stock your shelves with a wider selection in order to earn more profits.
CRM systems may also help your advertising and marketing of products just like a good ticket management software. Let us say for a moment you know that John Smith purchases a new computer every two years or so based upon both his habits and the product’s lifestyle. If you tracked this information you would likely discover these habits and increase your sales by sending him a notice about your new selections when the two years comes up. Such a system could help you remember just about anything from birthdays to product life cycles.
You can keep information about address, previous purchases, emails, phone numbers, and anything else you desire.
Another important piece of information you might want to collect is customer preferences. Customers may want an extra pillow at a hotel, mayonnaise on the side at a restaurant, or even specific types of services when they frequent your establishment. Any such preferences should be collected and acted on for greater service delivery and higher customer return rates. If you keep the customer happy and remember their preferences they will feel appreciated and satisfied.
A CRM system can be something as simple as an Excel spreadsheet or as complex as high priced customer software designed exclusively for your business. In most cases it is easier to develop a database and enter information as you receive it. The types of information you can collect are endless but you could start with name, address, preferences, purchases, amount spent per visit, frequency levels and contacts. The choice is completely yours.
Success comes from developing loyalty and lifetime customers. A CRM system is really just another avenue of developing these relationships in order to improve both marketing and service delivery. The goal is to have the customer to frequent your business many times over many years thereby maxing out their worth and your profits. A single customer may be worth hundreds of thousands of dollars or a decade. The question is whether they are going to spend it with you or someone else.