Business 16 August 2018
CRM platforms are already firmly ensconced within the sales technology and strategies of most small and midsized businesses. Sales teams have been using their CRMs for basic, day-to-day-functions -- such as managing customer information and tracking purchase history -- for decades. In that time, CRMs have faithfully served as a place to store data, log notes, and manage contacts.
But while sales reps have long been using the platform’s core features, most aren’t getting as much out of their CRMs as they could be. Even more concerning, some businesses could be using the wrong CRM altogether.
Technology is helping CRM platforms become more sophisticated, and in order for businesses to remain competitive, they must keep pace with their new and emerging capabilities.
They can do so by utilizing the following features:
Work faster with voice activation
Voice-activated technology is reshaping the consumer universe. Though it was once cast aside as a trendy novelty feature, voice is now serving as an invaluable tool in the CRM space. The technology acts as a virtual assistant that helps sales and customer service teams access important customer data with a simple voice command.
This technology is crucial in the fast-paced and time-sensitive sales world, where a timely response to a customer inquiry can make or break a sale.
If you’re still hesitant to embrace voice-activated technology, consider this: by 2020, about 50 percent of searches will be voice searches. And even if you don’t capitalize on this revolutionary technology, your competitors will.
The power of predictive technology
Consider it a Magic 8 ball that actually works – predictive technology helps sales teams determine their next best moves. It maps out sales sequencing, customer behaviors, and buying trends.
Predictive analytics in a CRM benefit sales teams in a number of ways. The technology helps reps make educated predictions – thus minimizing risks – on which products to promote and which customers to target. Furthermore, it allows businesses to create more successful marketing campaigns through tailored content.
The number of businesses adopting predictive technology is fast growing; the global predictive analytics market is expected to reach $14.95 billion by 2023. It’s is a powerful tool, and one small and midsized businesses should utilize to position themselves for future success.
Track interactions with ease
You’re probably already using CRM to track customer interactions, and might think you’re up to speed on that front. But even if you’re using the platform as a tracking tool, you may not be taking the function as far as you could be.
CRMs can – and should – be used to log multiple elements of the customer experience. You should be using it to record response times, monitor retention rates and analyze buying patterns.
Customer interactions are incredibly valuable, and the more effectively sales teams track them, the more likely they are to forge strong relationships.
Go mobile or go home
CRM platforms have been offering mobile capabilities for the past decade, and most sales teams are already utilizing their platform’s on-the-go powers.
But just as you’ve ditched that Nokia flip phone, we hope you’ve become more sophisticated with your mobile CRM strategy, too. Today, the right mobile CRM solution is streamlined to make it easy for users to find the information they need remotely.
The latest cloud and mobile CRM technologies feature a user-friendly design that gives sales reps instant access to their most important data, even when they’re oceans away from the office. And as you probably already know, a business’s ability to instantly address customer needs puts it in a prime position to make a sale.
Mobile CRM advancements are paying off. Research from Innoppl Technologies reveals that about 65 percent of sales reps who’ve adopted mobile CRM are achieving their sales goals; conversely, just 22 percent of reps using non-mobile CRM met those same targets.
The new General Data Protection Regulation (GDPR) is an issue small businesses can’t afford to ignore. The legislation, which took effect May 25, requires all businesses with customers in the EU to comply with a complex and exhaustive set of data laws.
Becoming – and remaining -- GDPR compliant can be challenging for resource-stretched small businesses. Fortunately, the right CRM can be of great assistance.
Businesses can use their CRM to keep tabs on its customers’ privacy preferences, and to monitor how employees are using customer data. The right CRM can also restrict access for specific users to ensure employees only have access to data that’s relevant to their roles.
A recent study revealed that only about half of surveyed businesses expected to be GDPR compliant by the deadline. If you’re among the many small businesses struggling to meet the new requirements, turn to your CRM for a little help.
Technology is continuing to reshape how businesses approach cultivating strong customer relationships. Sales reps must embrace these technological advancements to remain relevant in this competitive and ever-changing landscape. Embracing the latest features of your business’s CRM platform is a great way to do just that.
3 Min Read
Thinking of ringing up your ex during these uncertain times? Maybe you want an excuse to contact your ex, or maybe you genuinely feel the need to connect with someone on an emotional level. As a matchmaker and relationship expert, I was surprised at the start of the coronavirus quarantine when friends were telling me that they were contacting their exes! But as social distancing has grown to be more than a short-term situation, we must avoid seeking short-term solutions—and resist the urge to dial an ex.
It stands to reason that you would contact an ex for support. After all, who knows you and your fears better than an ex? This all translates into someone who you think can provide comfort and support. As a matchmaker, I already know that people can spark and ignite relationships virtually that can lead to offline love, but lonely singles didn't necessarily believe this or understand this initially, which drives them straight back to a familiar ex. You only need to tune into Love Is Blind to test this theory or look to Dina Lohan and her virtual boyfriend.
At the start of lockdown, singles were already feeling lonely. There were studies that said as much as 3 out of 4 people were lonely, and that was before lockdown. Singles were worried that dating someone was going to be off limits for a very long time. Now when you factor in a widespread pandemic and the psychological impact that hits when you have to be in isolation and can't see anyone but your takeout delivery person, we end up understanding this urge to contact an ex.
So, what should you do if you are tempted to ring up an old flame? How do you know if it's the wrong thing or the right thing to do in a time like this? Check out a few of my points before deciding on picking up that phone to text, much less call an ex.
Before You Dial The Ex...
First, you need to phone a friend! It's the person that got you through this breakup to begin with. Let them remind you of the good, the bad and the ugly before taking this first step and risk getting sucked back in.
What was the reason for your breakup? As I mentioned before, you could get sucked back in… but that might not be a bad thing. It depends; when you phoned that friend to remind you, did she remind you of good or bad things during the breakup? It's possible that you both just had to take jobs in different cities, and the breakup wasn't due to a problem in the relationship. Have these problems resolved if there were issues?
You want to come from a good place of reflection and not let bad habits make the choice for you.
Depending on the reason for the breakup, set your boundaries for how much contact beforehand. If there was abuse or toxic behaviors in the relationship, don't even go there. You can't afford to repeat this relationship again.
If you know you shouldn't be contacting this ex but feel lonely, set up a support system ahead of time. Set up activities or things to fall back on to resist the urge. Maybe you phone a different friend, join a virtual happy hour for singles, or binge watch Netflix. Anything else is acceptable, but don't phone that ex.
Write down your reasons for wanting to contact the ex. Ask yourself if this is worth the pain. Are you flea-bagging again, or is there a friendship to be had, which will provide you with genuine comfort? If it's the latter, it's okay to go there. If it's an excuse to go back together and make contact, don't.
Decide how far you are willing to take the relationship this time, without it being a rinse and repeat. If you broke up for reasons beyond your control, it's okay. If your ex was a serial cheater, phone a friend instead.
If there was abuse or toxic behaviors in the relationship, don't even go there. You can't afford to repeat this relationship again.
As life returns to a more normal state and you adjust to the new normal, we will slowly begin to notice more balance in our lives. You want to come from a good place of reflection and not let bad habits make the choice for you. Some do's and don'ts for this time would be:
- Do: exercise — taking care of you is important during this time. It's self-care and maintaining a healthy lifestyle.
- Do: shower, brush your teeth, and get out of your sweats.
- Don't: be a couch potato.
- Don't: drink or eat excessively during this time. Again, remember to maintain a healthy lifestyle.
- Do: think positive thoughts everyday and write down the 3 things you are grateful for. Look at the impact of John Krasinksi's SGN. It's uplifting and when you feel good, you won't want to slide backwards.
- Don't: contact a toxic ex. It's a backward move in a moment of uncertainty that could have a long term impact. Why continue flea bagging yourself?