CRM & Music
Everyone loves music. Some of us like country (living in Texas like myself, it is not a choice), others prefer rap, rock, pop, or even classical. Perhaps this phrase says it best, ‘Different strokes for different folks.” Whether it be the stroke of a piano key or a guitar, all music and songs have some things in common, despite all being unique. The same applies to companies, including your business, and how you use your Customer Relationship Management (CRM) software for sales, marketing, and customer service. You are unique and different from all the others, but there are still some similarities that are consistent throughout. Let’s look at a few of these similarities.
1: A consistent message.
In music, this applies to a repeated chorus or the verses which all point back to it. Generally speaking, a song called, “Love Story” such as the one by Taylor Swift, would point to a couple that fell in love and shares their experience. The chorus, the verses all contribute to this central idea or theme, while expressing other views or ideas along the way. This mirrors how all companies use a CRM; the central theme is to generate business. This can be in the form of customer service (keeping current customers and their business happy), marketing (generating new leads with the intent to have them become paying customers), and sales (the actual process of getting a signed contract and income). Though they all handle different stages, they all contribute to the overall goal.
2: An agreed upon final product.
When you hear a song on the radio, that was not the first recording they ever made. There are usually multiple recordings, originals called demos, that involve changes both musically and lyrically. Look at the original demo of Oasis’ “Live Forever” compared to the final version; there is a huge difference. The artist singing may have written the lyrics and music themselves, but almost always there are multiple other people that contribute and agree on a final version. Collaboration in this sense is important. This collaboration to get to a final product is found in relation to the usage of CRM as well. For example, the Sales Manager and Marketing Manager need to agree on the defined stages of leads so that the employees under them can be consistent in labeling and passing on potential sales.
3: There is unity throughout.
In a typical song, there are a variety of instruments, but if there is a guitar and drums, you will find them throughout the song. There are occasions when a song features a short solo of a single instrument not used elsewhere like a saxophone, but these are few and far between. This consistency is more pleasurable to the ear. If you heard a guitar and drums in verse one, a saxophone and xylophone in verse two, and a piano and harmonica in the third verse, you would feel like it was three songs. In other words, it would be a big mess piled together. Your CRM should not work that way either. You need to treat it all the same way. All companies or people currently doing business with you need to be labeled as customers and treated as such. If you treat a customer like a lead, they may get mad. If you treat a lead like a customer, they may be turned off.