Dean le Pere

Archive for January, 2009|Monthly archive page

Sure you can beat my price, but can you beat my CRM?

In Software, Technology on January 30, 2009 at 16:03

Every company has competition. Every company tries to differentiate themselves against other companies so that they can some form of edge over their competitors; whether it is a lower price, better support, a better product, etc.

And although winning customers is very important, retaining them as customers is even more important. But then why do companies often neglect this important aspect of business. Remember you can have no better sales person on your team than a happy customer telling others about your fantastic product or service. So you need to invest in some form of a Customer Relationship Management (CRM) strategy. Because if you don’t you will get an unhappy customer. And having an unhappy customer is not what you want. They can cause a lot of damage to your reputation and could be the cause of the downfall of your business.

Well, then what is CRM? CRM is a strategy, CRM is a business process, and CRM is a mentality that needs to permeate your whole business. Selling is only one aspect of a CRM strategy. As is customer service. CRM should be viewed as a journey where you gather information about your prospect or customer along the way, but your final and ultimate destination is a loyal and satisfied customer. Remember that someone will always come along and offer the same service or product at a lower price. And if price was all you had going for you then your business will definitely not stand the test of time. You need to build relationships with your customers. You need to build customer loyalty. And this loyalty must not be built with your sales representative, but with your company as a whole. Because let’s face it, sales people come and go.