Proactive customer acquisition and retention

Finding your niche in a market place can be rewarding for many years, but over time you will need to take a closer look at the information you have stored and take a proactive approach towards keeping your data accurate to ensure continued business growth. Whether you gain business via email marketing, telephone calls or visiting a potential customer, having the correct information readily available is crucial in the selling process. Your sales reps out on the road will be aware of this when gathering contact information on a prospect, as will the administrative staff sending out customer communications, but do your records always match? Is the information always readily available?

An individual contact can have a number of roles and therefore interact with your staff for different reasons, this can often lead to duplicate or inconsistent records being held about a single individual in different locations. This can also sometimes lead to a new customer’s contact information being misplaced, leading to confusion and wasted follow up time. No matter the scenario, the key is to have a central system that is open to your employees to share and store information in an efficient, secure and timely manner. Wasting precious time searching for customer information can damage both your customer relationships and staff morale, not to mention the risk involved if the information is incorrect or lost.

Helping your staff provide the best level of service to your existing customers should be a top priority. A misplaced email containing vital information about a business will not only make you look inefficient when speaking with the customer, it could also cause issues for your accounts team at the time of payment. As well as this, trying to impress a prospect to become a new customer using out-of-date information can be near impossible for your sales staff, leading to decreasing orders and disgruntled employees.

Other issues such as staff absence can also leave you without access to vital customer information, leaving room for competitors to gain ground with your prospects. OGL’s business software, prof.ITplus, manages all your documentation centrally in an integrated CRM module, helping to remove these obstacles and giving you full visibility of past communications, contact information and related records. Access to live data regarding your customers will be possible from any location, giving your sales team the power to maximise sales opportunities by cross-selling, up-selling, offering discounts and plugging special offers.

For more information please visit the CRM section of our website: https://www.ogl.co.uk/contact-management

To speak to a member of our prof.ITplus team to find out how your business could benefit, simply call 01299 873873 or email [email protected].