Looking back, remembering all the steps to create my own business, I will never forget who helped me in this. The main assistants were my clients. How diligently I made notes about each person who ordered something from me. Then I formed these records in the evenings into my first client base. First, it was created in Word, then in Excel,
As the number of clients and branches grew, the task became more difficult. I could not be in several places at the same time and hired assistants. When hiring employees, one of the main requirements was the ability to work in the previously mentioned programs. But this became a real problem, which grew into a decrease in sales and, as a result, loss of profits. The reasons were: long-term customer service, negligence in filling the database with new customers, bad attitude towards regular customers. I have come to the conclusion that I have been building a bicycle for several years, and I should look for a ready-made solution.
I analyzed the experience of foreign and several domestic large companies in working with clients. It turned out that they are using CRM systems. It was decided to purchase the system from CT Consulting (http://www.ctconsult.ru/). By the way, here is a link to the demo version http://www.ctconsult.ru/events/online-demo/. Now, for three years now, this special software has been automatically doing all the manual work of maintaining a client base, and on top of that, it applies a marketing strategy, a customer loyalty policy, takes into account the personal preferences of customers, warns of risks and searches for opportunities. And all this with minimal employee intervention. All information is collected in one place, which allows you to segment the market and identify the target audience, direct sales and much more.
It was a breakthrough. A month after the implementation of the CRM system, sales began to grow, and the client base increased by 20 percent in three months. The employees now have more time to work with the client as a person, and not with his personal data. And most importantly, customers are satisfied and continue to cooperate. After all, the best advertisement is a satisfied client!
