What is CRM?
Clever Wikipedia says: These are programs that allow you to collect, sort and process data about customers, especially their contacts, ongoing business processes and sales achieved.
It’s simply a solution to help us have better control over the business. In simple terms, I need the following:
Contact
I need somewhere to keep a record of everything that happens with a given client. What we talked about, with whom and with what outcome, and how it went over time. And I need to access that information from anywhere, because as a businessman I travel a lot.
Ideally, I can get to the information quickly. For example, our solution gives customers the freedom to choose what information they want to record. The data is, of course, structured and therefore searchable. We give the customer freedom in what to record. This is often not the case with other solutions. There are those “boxes” set by the manufacturer. Screenshots of some footage
It is good to know what industry our client/partner is in. This can be set up in our country, for example, by tags, and we can then select fields according to them.
Automation is the right spell, or processes
Eliminating the error rate, that’s what this is all about. I’m sure every store manager will agree that people make mistakes. For traders, those mistakes can be costly. The simplest and most common mistake is forgetting. I know what I’m talking about. I have built a number of sales teams in my career. Whenever I went deep in my checks, I found forgotten business cases for many traders. They just didn’t write it down in their notebook. Later they forgot to enter it into the system (CRM).
It’s really a big deal. I’ve certainly lost a lot of business this way myself. I remember a case where a customer said to me at 18:00 in the evening: “Email me the contract, I’ll sign it and send it back.” That was Thursday. I was happy with the clear deal and told myself that when I got home I would set myself an assignment for tomorrow to send the order. But… At home I had to play with my daughter, then read a story and then, when I had a break, I “threw my back out” and didn’t do any homework. The next week on Tuesday, I got a call from a client asking where the contract was. How many of those clients call?
In those days I didn’t use the processes in our 1CLICK yet. I started working on them right away.
What is the process
I define the process simply as follows: It is a series of tasks that build on each other. In the case of the 1CLICK solution, these can be forced tasks. Why forced? This is precisely to reduce the error rate as much as possible. If I don’t do something today, the system will “buzz” me tomorrow and not let me forget about it and bail. We’re only human and we make mistakes.
1CLICK does just that. And not only that. Our processes are dynamic, moving things and communication through the organisation and its people. It looks something like this:
Screenshots of the processes
The best combination is a great boss and a great system. I believe you are great bosses and if not, come by my place. I’m a coach, among other things:) I believe 1CLICK is a great system. Our clients confirm that our view of CRM and processes is the right one, and that they have reduced their error rate as a result.
