Moving from traditional sales to customer service

First, allow me address the image that is too often conveyed about what a good salesperson should be. We often hear that a good salesperson can convince anyone of anything. Nothing could be further from the truth! A good salesman knows his customers and listens to them. He knows his products and/or services, is passionate and has a sincere belief that what he has to offer can make a difference for his customer.

He takes the initiative to get in touch with his customers and propose new features. He knows how to adapt to his customers’ reality and speak the same language as them. He has a long-term vision, that focuses on maintaining good business relationships. Although the proverb says that you wont get a second opportunity to make a good first impression, the last impression is the most important.

Know your customers and what you have to offer, listen to their needs and maintain good business relationships…

When it comes to improving your sales process, how do you do it?   Here’s a solution that can help you better manage your relationships with your customers, as well as save you time and money: CRM.

CRM is the acronym for “Customer Relationship Management”. It is a database that centralizes all the information about your customers, your activities (contacts, phone calls, emails, etc.), your scheduled tasks, etc. Also, a good CRM makes it possible to share information between everyone involved in sales.

What can a CRM do for your business ? 

Here are the basics of a good CRM. You are welcome to complete this list according to your company’s specific needs. 

• Prospecting: A good CRM makes it possible to organize your prospecting efficiently, separating what is about to end from what requires more time. 
• Planning: With a CRM, each activity in progress is linked to one or more subsequent actions planned on your agenda. 
• Measuring your performance: Thanks to the flow of your activities, e-mails sent and statistics that a CRM can generate, you can track your business activities in real time. 

Which CRM to choose? 

Several IT solutions exist on the market. Let’s begin by describing and optimizing your sales process; this is the first step towards a well-informed choice. This process should include defined steps and performance indicators. Also consider defining the type of reports you will need.  For example, the number of new sales or the number and types of communications made. 

In Short, CRM must play an important role in your business. However, you have to have the right tool and know how to use it to benefit fully from it. Whether you are looking for a CRM or just thinking about it, don’t hesitate to ask for advice.  Often, an a second opinion can help you to take the necessary step forward!