Many businesses tend to view day-to-day process as tasks that have to be done. But this is to forget that everything in a business should have a purpose: to take care of your customers and to deliver profitability.
By seeing day-to-day process as a ‘necessary evil’, business can overlook a very real opportunity to streamline your operation, move faster and add more value to your customer relationships.
Is your business still being held back by manual processes? Here are our top tips for changing how you work.
Shift your focus
Your people are your most important asset. But what happens if one of them leaves? If your business is currently leveraged against individuals, you run the dangerous risk of activity coming to a standstill if they decide to move on – taking their way of doing things with them.
The first step in moving away from manual processes is to start viewing your customer relationships as owned by the organisation, rather than by individuals. Automating processes by investing in a CRM system ensures that your customers can be retained, even if a member of staff is not.
Plan your strategy – then stick to it
Before you can automate your processes, you first need to identify what those processes are. This requires you to really understand your sales objectives and how a CRM can support them by alleviating some of the more manual elements.
Modern CRM systems can automate processes such as Lead Scoring, Routing and Qualification, as well as Case Escalation and Customer Risk Evaluations.
Once you’ve identified and mapped out your processes, it’s imperative that everyone adheres to them. This will ensure that there are no discrepancies in how people are working, results are in line with expectations and, most importantly, your time is spent as productively as possible.
- Plan role changes clearly
- Consult your customers
- Engage your teams
Always remember that the aim of your CRM system is not to remove responsibilities but to create added freedom from the administrative burden. You should therefore plan carefully how your team can develop and enhance their roles, maximising the use of their time to add tangible value to the bottom line.
Changes to the way you work should always focus on the end result: improving your overall customer experience. You could consult your customers from the outset, understanding what their expectations are then allow this to guide your strategy for change.
It is important that your teams in Marketing, Sales and Finance are fully engaged in the process of choosing and using a new system. You should make sure that everyone knows that your CRM system is a tool to help and support your teams, rather than measure their productivity or output. With that system underpinning them, your teams can go on to achieve great things.
Choose a system that moves as quickly as you do
Just as you’re constantly looking to grow and boost sales, it’s essential that you work with a CRM system that wants the same for you. It’s a waste of time, money and effort to define and build your processes only to find that, by the time they’re finalised, your system can’t provide the level of functionality required to carry them out.
Microsoft Dynamics CRM enables and empowers your Sales and other departments to work together to as a single unit. Constantly evolving, adding new functionality and finding new ways to help you harness CRM technology in a productive way, it is as forward-thinking as you are.
- Choose a system that evolves with your business
- Review regularly
- Moving Away from Manual Processes with CRM - January 2, 2015
- How technology can improve customer service - September 29, 2014
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Microsoft Dynamics CRM enables and empowers your Sales, Marketing and Finance teams to work together as a single, customer-focused unit.
As a CRM system, Microsoft Dynamics helps you to automate processes, communicate more effectively and free up your people to deliver even greater results. It is a formidable, market-leading business tool that is constantly evolving, adding new functionality and finding new ways to help you harness CRM technology in a productive way.
Once you have established new ways of working, it makes sense to set up regular reviews.
This enables you to assess what you are doing well and identify where time and resources could be allocated differently. The analytics created by your CRM system will also help you to see where your Sales, Marketing and Finance teams are connecting successfully, creating synergies and enhancing efficiencies.