Goodbye Excel, welcome crm
February 2023 – Are you still managing your customer relationships via Excel? Let the new year be the signal to switch to a professional crm system. Because customer relationship management is a top priority in any business, and that includes a top tool.
Customers do not want to be treated like a number; they expect fast and thorough tailor-made service. So to meet customers' expectations, you need to know them inside out. And that is exactly what customer relationship management (crm) is all about.
An integrated crm tool vs Excel
A crm tool is at its strongest when it is integrated with other ERP processes, such as the buying and selling process, service and maintenance contracts, communication, ... . Such a linked crm tool ensures that all employees in a company have access to all relevant data related to a customer or lead at any time.
Win customers and time
Information about recent purchases, the latest invoices and offers, but also all communication (e-mails, phone calls, correspondence, etc.) can be used to guarantee customised service. Moreover, CRM software automatically keeps track of all important data for you. So you hardly need to enter anything manually, which saves a lot of time.
And that brings us straight to the biggest disadvantage of Excel: in a spreadsheet, you have to enter all the information manually and keep it up to date. Recently visited a customer or given a prospect a quotation? You will have to add that data to the document yourself. Moreover, not all employees have access to Excel everywhere, and spreadsheets can quickly become confusing when different people add data.
New vs. existing customers
Are you tracking your customers well? Then you can better tailor products, services and offers to their needs and requirements. That way, you keep customers happy and prevent them from defecting to the competition. Besides, retaining existing customers is a lot more cost-efficient than generating leads and convincing prospects. A crm system is the ideal tool to optimise customer retention. And given the increasingly fierce competition in the SME world, this is an absolute must.
The main advantages of a crm tool
You know your customer inside out: all relevant data is always up to date and available to all employees.
You save time: crm software automatically keeps track of all communication between you and the customer.
You work in a more customer-oriented way: your loyal customers appreciate your customised products and offers.
Looking for a crm tool for your business? Ask your accountant for advice!
