What is CRM, is the question I want to answer before we get into all the fun, creative ways you can use it. I want to explain how I understand what it is, and how it works before I get into all the good stuff.
For businesses without a CRM system in place, CRM stands for C-ustomers R-evisit M-inimally.
The abreviation CRM, stands for Customer Relationship Management, and I’ll tell you how I’ve come to understand this business software...
Have you ever been to a restaurant where the food was good and the service was excellent? The hostess and wait staff remembered your name, where you like to sit, and your favorite drink.
They send you coupons for free items regularly. They make you feel welcome and appreciated so that makes you want to come back again and again. You even tell your friends and family about them because you enjoy the experience so much.
They built a relationship with you, a connection.
So every time you think of going out to eat, where do you think of first? That’s right, that restaurant. That’s what I want this business software to do for your business.
CRM does just what it says, it manages the relationship with the customer.
It is an automated process that allows companies to win new business, nurture the customer relationships that are already established, and lures former clients with incentives to reestablish a connection.
Customer relationship management is not only business software but a strategy for creating loyalty amongst customers.
Now that you understand what CRM is and a little bit of what it can do, I want to give you an "over-standing" of what it truly is...
“I would recommend this program to absolutely anyone because it has definitely created loyalty! There is so much competition in larger cities and when we opened our second location in Burlington, IA we needed to do something to set our bakery apart. I can think off the top of my head at least 15 customers who eat here 4 days a week just because of the card, where as before they would come only once a week. It has really worked well for us and has created a word-of-mouth to where we don’t even have to “sell” it anymore. It has been a win-win for both our business and our customers.”
* Martha Wolf
The Ivy Bake Shoppe & Café