The pace of change calls for continuously aligning our CRM usage with corporate objectives.
Below are some useful Efficy practices that may help you and your organization achieve your year-end objectives.
1/ Touch Base with Old Prospects
As a rule, sales reps tend to favor orders with big pay-offs – even at the expense of smaller bread-and-butter business.
So before the year draws to an end, make sure you re-connect with prospects you may have neglected.
For example, check your current sales situation.
Efficy KPIs can quickly tell you about trends in your revenue stream — such as sales to the top 10% or 20% customers, sales closed as a percentage of total proposals, or percentage of sales from cross-selling among business units…
For more insights, you can also build custom queries.
The returned data – both explicit and implicit – will give you a granular view of your prospects, including product and service purchase history, the channels the customer has been using, as well as recent interactions with the company.
What’s more, when you use Efficy jointly with analytic tools, such as QlikView, you also get instant visibility into prospect/customer buying behavior – without toggling between numerous screens – for easier sales opportunity management.
2/ Grow Your Database
According to Aberdeen Group, organizations that mine for customer insights – and use them to manage customer journeys – enjoy 79% higher growth rates in cross-selling/upselling.
At any time, your database is full of leads who are participating in the sales process.
It also holds leads who have become inactive at some point.
Why not target a reengagement campaign at these inactive leads? Send out some emails or surveys to learn more about these customers.
For example, you can target specific geographic locations, market segments, or leads that have been cold for more than six months
The idea is to get some sort of hand-raising action from the prospects who are ready to reenter the sales process.
Adding a variety of product options in your emails and on your website can help generate upsell and cross-sell opportunities.
3/ Boost Customer Service
Customers are the cornerstone of your organization.
According to IBM Retail Research, 72% of customers prefer self-service over speaking on the phone, and 91% of customers would use self-service if it were available.
An extranet portal can create value by providing your customers with easy access to live, multi-channel technical support.
It also gives them visibility, in particular, into their account data, such as billing and account status, or information on their products in transit or on back-order.
Indeed, why not also empower your customers with self-service functions?
For example, put interactive forms at their disposal where they can enter inquiries and project requests in the fields provided or in free-text — without having to repeat the same information across multiple contact points.
The Efficy platform automatically converts the data entered by the customer into relevant entities, such as Contact, Document, Meeting, Task or Case.
This ensures cooperation and collaboration on the customer’s case throughout your organization.
Your agents can serve the customer across all channels (voice, email, social media) by using a single screen — reducing first contact resolution and average handle time, as well as other service and operational costs.
What’s more, once a customer has entered an inquiry or requested data, Efficy automatically triggers the appropriate workflow with less data errors, reduced workload, and better focus on the customer’s needs.
4/ Move to the Cloud
The cloud has become a permanent part of enterprise IT.
Customers get on-demand network access to a shared pool of configurable resources (e.g. networks, servers, storage, applications and services) that can be rapidly provisioned with minimal integration or management effort.
Efficy’s latest upgrade comes with an orchestrated set of cloud services.
Under this delivery system, we deploy your database to the cloud, with significant benefits to your IT and CRM organization.
This reduces both capital and operational expenses:
– Fewer hardware and software licenses, and no associated maintenance fees.
– No technical maintenance, server and back-up issues
– Less server sprawl in the data center.
Small and midsize companies, in particular, can benefit substantially from the cloud!