Every business needs some form of customer relationship management (CRM) software.  No business exists or can succeed without customers.  A common misconception is that CRMs are only for large dealerships; however, this is not the case. The benefits of effectively using CRM improve customer service, handle new and existing opportunities, and maximize your business potential.

Now what is true to all levels within the BHPH industry is that for a CRM to be successful, it must be implemented and used properly. Let us review the benefits of using a CRM and how its success is tied to how it is used by your employees.

Employees who effectively use CRM will have better work performance.

CRM is designed to build and maintain customer relationships.  CRM can automate the time-consuming tasks needed to accomplish this.  For example, automatic appointment follow ups or yearly birthday messages can be set up to improve user productivity.  Additionally, the benefits to effectively using CRM provides:

  • Omnichannel knowledge and data points to reduce error and provide insight
  • Smoother internal operations by having a workflow from lead origination and beyond the sale
  • Streamlined communications in a single software to handle all interactions

In sum, effectively using CRM ensures your users have all needed information to better inform decisions with customer needs.

The more you know about your customer – the better you can service them.

Using the tools within your CRM to maximize customer engagement provides data for end-to-end analysis. Tracking customer behavior at all stages helps your business anticipate needs and make appropriate efforts to meet them.

Having a complete profile on your leads allows for directed marketing and campaign drips throughout the lead lifecycle.  Notably, the amount of information your users provide maximizes the potential for a sale.  Therefore, it is one of the critical benefits of effectively using CRM.

Knowing more about your customer allows your business to engage them more effectively.  Subsequently, strengthening your brand relationship with them and boosting customer retention.

Complete records help with engagement post-sale and procuring repeat customers.

Your CRM gathers details on lead origination,  position in the lifecycle, and assists with farming your leads database.  Having detailed records on your prospect allows you to maintain engagement even after a sale.  Building a repeat customer base is just as important as new prospects in the BHPH industry.

Effectively using CRM requires gathering details like:

  • contact information,
  • desired vehicles,
  • how prospects heard about you,
  • and other details to help your CRM work for you.

All information gathered builds rapport with new prospects and existing customers alike.  Having all details allows your marketing, sales, and customer service teams to succeed.

cyclCRM, the only CRM fully integrated with Deal Pack, updates customer information in real time.  This integration ensures marketing campaigns at any point in the lifecycle reach the intended customer every time.

Automatic functions handle admin work by using canned email or SMS messages for:

  • appointment reminders,
  • yearly birthday or anniversary messages,
  • confirmations of submitted applications,
  • obtaining referrals,
  • and sending FAQ’s or review links.

As a result, this is incredibly useful for building your repeat customer portfolio.  The probability of selling to an existing customer is higher than to a new prospect.  In effect, loyal customers mean increased revenue.

Above all, positive customer relationships are due to the diligence of your users effectively using CRM.  If your business needs any training on how to more effectively use cyclCRM, if you would like to review setting up campaign drips to boost your repeat customer clientele, or if you have any questions or need a demo of cyclCRM, please reach out to Support at 800-526-5832 or email me at brichardson@abcoa.com