How to Wow your Customers using CRM
Having clients come to your office for a meeting can be very anxiety ridden, some of fear it as much as going to the dentist. While companies utilizing the WOW factor effectively is becoming more common, it is essential that you learn to set yourself apart from your competitors in order to be successful. By making some simple changes including the use of Customer Relationship Management, you can address this quickly.
First, keep in mind that long presentations aren’t going to win anyone over. Keep to an agenda for your meeting, refer to CRM notes, and ensure that the customer’s objectives are part of it. Make sure you respond to their concerns and log these into your CRM system, they will appreciate your thoughtfulness and consideration of their time.
Second, give special attention to their visit. Do not hand the reins over to someone internally who plans meetings, often they may misunderstand details that could be significant to the client. They also don’t have the experience with the client to create a personalized experience for them, this should come from you! You know your client’s personality and what is important to them based on your CRM notes, so ensure you’ve done your homework.
Third, ask if they would like to see your facilities, don’t just assume. Once again, some may not see as much value in a tour whereas another client may have the extra time available to do this. Pick the highlights of your office and show these.
Fourth, ensure that your top staff is available for the meeting and be sure that they are educated on what is important to the client based on your CRM notes, as well as what they dislike. Again, refer back to your CRM software. Also update them on the meeting agenda and discuss details to validate that all questions are answered.
Fifth, get the client talking by allowing them to share some information about themselves. Be sure to incorporate any information provided into your CRM Software. Prior to this meeting it is helpful to determine the client’s challenges, goals for the year, and any organizational objectives by checking your CRM notes. Realize the meeting is about your customer, not about you or your product/service. By solving their challenges and issues based on CRM, you will ultimately help them achieve their goals and get yourself a sale; however, your focus should be exclusively on them!
Finally, a sales visit to your office should be thoughtful and should demonstrate that you are trying to help the client address their issues, hopefully by utilizing some of your products. Without establishing a good sense of trust in those initial stages, the sales process will not progress . By studying your CRM notes and ensuring that you ask good questions and listen, the problem solving process becomes easier and will make you more successful!
