18 November 2018

TIPS: to Manage Small Business Leads with a CRM

Lead management is not easy. It is important that your entire sales team is in complete sync in order to keep track of your customers' movements. A single mistake can make all the efforts futile.

Sales representatives need to make use of a number of tools and tricks to manage leads. It is important to keep track of sales, and of course, leads, and this is where a CRM comes into play. When it comes to sales, it is not enough to just meet potential customers and maintain a database with their names and other details. Your sales representatives need to interact with them and connect on a regular basis.

Let’s take a look at how CRM for small business helps in the management of leads and it has become a necessity in this highly competitive market:

What is a CRM software program?

CRM stands for customer relationship management and it is a software program developed to streamline your interactions with your customers. By customers, we mean your existing customers, potential customers (leads), and prospective customers (leads that have qualified for conversions).

Some of the CRM software programs can be downloaded onto the computer while some are on the cloud. Cloud-based CRM programs can be accessed from anywhere and any device and all that is required is a stable internet connection. These mostly are mobile apps that they let you manage customers even when you are on the go.

Importance of Using CRM Software

It is not easy to follow up with customers without a proper system and plan in place. And this includes potential customers as well.

So, when your sales representatives are making calls to your potential customers, do they have all the required information about the person on the other side of the call? Or if they have already talked before, will your customer rep be able to remember everything that he discussed before or what he has planned to discuss on the call? it’s quite natural to forget a thing or two.

This is where talking the help of CRM helps. There are CRM software programs that give you access to notes that you have made while making calls or after you have spoken to a lead. You will also have access to emails that you exchanged with that person including social network messages.

When Should You Use a CRM Software Program?

Most companies invest in a CRM tool when they start dealing with direct sales; when the sales team comprises of more than one person and collaboration and coordination is required. You will need to use a CRM software program when you are attending trade shows, advertising in various media, and giving presentations, in short when you have a lot of leads in your sales pipeline.

With a CRM in place, you will get to know where your company stands in terms of sales and how well is your marketing tactics working. Everyone in your company will have access to information required to take a deal or relationship forward without feeling lost. It is always better to have the same person follow up on a particular lead (the person who has been dealing with that account). However, it is important to stay prepared for the unavoidable hiccups that every team can face. 

All that You Can Do with a CRM Software Program

There is a lot more than you can do by making use of a CRM and they are:

Your Help Desk

Marketing and sales are not the only departments that are benefitted from the use of CRM. Your customer support team can also benefit from it.

CRM is all about helping maintain customer relationship—the sole purpose of your customer support team. And their job becomes easier with the use of CRM. Dedicated follow up and a clear line of communication helps maintain customer relationships and this is just what a CRM software program is designed to do.

Helps Track Response

You can also use CRM to send emails and track responses.

Whenever people talk about sending emails to a big group, the newsletter is what comes to the mind. Making of use of CRM to send emails is a little different as you can send emails to people who would not ignore your mail. These are the people you conduct business with. These are the people who want to hear from you.

In order to send personalized emails, you will have to enter the records of all your customers into the best CRM software. You can keep adding to this data, as and when required.

Customer relationship management is just not about servicing your clients. It is a powerful and effective way of building and maintaining strong relationships with your customers, clients, and anybody who comes in contact with your business. 

Customers appreciate when you go out of your way to make them feel special, remember them, and understand them. And this is exactly what a CRM offers. It lets you deliver personalized services to your clients and help in the documentation of customer data at a centralized location. So, which small business CRM are you planning to invest in?


Apoorv Bhatnagar
Digital Marketing, Freshworks Inc
p : +91 9529958242
e: apoorv.bhatnagar@freshworks.com

Social Appearance:

Featured Offers: