10 Jul 2017, 15:39 — 5 min read
The purpose of doing business is to create wealth for every stakeholder and wealth creation is in turn related to profitable sales. To increase sales you need customers who remain loyal to your products. Whether you run a small grocery store around the block or a mega business around the world, you will depend on customers.
Importance of CRM
Your business can never remain stagnant – you need to keep it growing constantly to prevent a predator from overtaking your business by poaching your customers. The key to retaining your existing customers and acquiring new customers is building a solid relationship in which they feel comfortable and important. This means remaining in touch with them at every opportunity – technically we call it CRM (Customer Relationship Management).
If you own a business with a large number of customers, remaining in touch with a majority can be really a herculean task, but don’t despair; technology makes it possible to meet customer expectations in the modern business world. All that you need to do from your side is the will to embrace CRM as an important aspect of your business strategy for growth. CRM is not all about software; it is about training the individual in winning customers and ensuring that they are retained for a lifetime.
CRM is inevitable for growing business
There is no short circuiting in CRM – you will definitely have to make investments in training your employees both in terms of tools and technology, and interpersonal management skills. Don’t forget that your employees are as valuable as your customers and they need quality training from time to time.
Customised CRM: Benefits & results
No single training technique can work across every CRM needs of every company. To be effective, CRMs should be customised based on employee needs and company goals. We focus on the individual because they are the ones you will be putting in the frontline to face customers. Training is required in both technology intensive and trainee focused environments.
Broadly CRM training programmes will include:
Benefits of CRM include:
Trainees will be able to:
CRM is an inevitable part of doing business in an emerging economy like India. CRM is important in B2C and B2B as well. CRM can spiral growth based on a satisfied customer base.
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Posted byThirumurugan Chellappa
I am Thiru , Founder & Director of Ourbusinessladder.com . We are specialised in Market Research ,we can do research across globe. Also we have Launched a tool...