When you see Don Draper in Mad Men, you wish you have that charisma and raw confidence to close sales deals.
I feel you!
But does the real world matches with those reel world?
Well, all I can say is, the movie creators ‘sold’ us those epic scenes!
In real sales, you need sales closing techniques and tips that work, with the confidence of course!
In this article, we’re going to talk about some important sales closing techniques that actually work for businesses. These techniques will help you close sales deals on various communication channels like calls and . We will also talk about a bit on face to face.
But first, let get a closer look at what is sales closing, with some statistics.
Sales closing: things you should know
Closing is the 6th and the most satisfying stage of the 7-step sales process. Sales reps live and die to reach this stage.
While 70% of the companies admit that closing sales is their top priority, 63% of sales interaction with sales reps are not asking for the sale!
That means something is wrong.
Maybe a majority of sales reps are not aware of the right sales closing techniques. They might be needing some sales closing tips too.
This article will cover both. So,
Sales closing techniques
1. The assumptive close
I call it the “smooth move”. This is a modern sales closing technique where the sales rep tries to slip in the proposal smoothly.
Most sales reps misinterpret this as a shot in the dark. But it’s a rational technique where the sales reps understand customer needs from the roots. Then they identify that their product is meeting most of the requirements.
Then you slightly slip your proposal at the end of the conversation!
To get success with this approach, you must ask the right questions; questions that derive customer needs. Then you can simply mark the checkboxes, and go for the hunt.
Here are some questions that could help:
What are your short-term and long-term goals?
What are your current needs?
What challenges are your facing?
What are you expecting from our product/service?
What is your buying criteria?
2. The take away close
I call it the “risky business”.
This is the case where the customer and you, both know that your product is the best fit. But the prospect will come up with reasons and arguments, just to get some discount out of you.
At this point, reps usually give up discounts at the risk of losing the prospect. But, if you have observed the requirements closely, and you know that your product is the best fit, you can play this calculated risk.
The conversation would look something like this:
Prospect: All that is fine, but we still think your product is a bit out of our budget. We’re still not sure if this is the right choice for us.
A smart sales rep: Well John, I think our product is meeting almost every need of yours. Because I have personally checked the boxes. But that’s completely fine. If you want to explore other products in the market, we can surely postpone this. I’m pretty sure, our pricing is at least 20% affordable than other competitors in the market.
This is a very popular sales closing technique when sales reps lure prospects with some exciting discounts and create urgency. It is widely popular to meet sales target and close deals faster.
The conversation would look something like this:
Prospect: We really like your product. I’m talking to the management, and we’ll be signing up with your product probably next week.
Sales rep: That’s great. I have to tell you that we’re providing a 10% discount to every signup that occurs this week only. So, you might want to hurry up a bit!
4. In conclusion close
I call it “A Walk to Remember”.
This is a sales closing technique where you give a walkthrough to your prospect. Basically, you recall all the key points of your past meeting and convince him that your product is just perfect.
This technique is very effective when you already had several meetings in the past. You have been explaining the product from a very long time and the prospect is constantly showing interest.
It’s time to tell your prospect that your product is the perfect fit for him with X solid reasons. It looks something like this:
Sales rep: “Sundar, we have been discussing XYZ for a week. I’m really happy that I could explain the product to you in-depth. As we discussed, I hope XYZ will add real value to your business. Can I explain to you our pricing plans?”
5. The objection close
This is a very smart sales closing technique where you ask the question to the prospect. Though, you must be very thorough with your product training.
You have to clearly understand what the prospect wants, and you make sure you have solved each and every query in the product demo.
After the class, you can be the teacher and ask “So, do you have any doubt in your head or we can proceed with the deal?”
Now, when you ask that question, you should be ready for the counter-objection also.
Most of the times when we ask a question, we’ve already decided on an answer. And it’s the answer we want to hear from them.
This shouldn’t be the case here.
You genuinely solve every question of the prospect and then ask for closing the deal.
6. The pressure game close
Between the prospect and sales rep, the authority is always held by the prospect.
Prospect drives the conversation. The questions he asks give direction to the deal.
This is a psychological sales closing technique where you simply shift the pressure on the prospect.
This is how the conversation would go:
Prospect: “Can you say that if we use your services, our traffic will get double by the end of this quarter?”
Sales rep: “If I can promise that your traffic will get double by the end of this quarter, would you buy our services?”
Now, the pressure is on the prospect, and he has no reason to say no!
You must know what you’re promising. You can’t just say the words that can damage your brand reputation.
Be reasonable. Be practical.
For that, you must know your offerings thoroughly. You should know your limitations.
If the prospect is making an unreasonable demand, say that you just can’t deliver that, and neither can any competitor.
7. The empathy close
Empathy is one of the strongest things in this world. Not many people have this ability.
If you have understood empathy, it will make you stand out from the crowd.
In many cases, the prospect is not ready to make the decision. Maybe he needs permission from management or high authority. Maybe he needs a little time to think over your deal. Maybe he needs to manage the funds.
You don’t know.
So, you simply say “I can understand”.
Such a response will initiate a great bond. This bond will eventually help you close the deal.
So, these were some great sales closing techniques. Now, we’re going to look at some sales closing tips that can help you close faster.
Sales closing tips
These sales closing tips can be useful for different modes of selling; calls, emails, or face to face meetings.
Let’s have a look.
1. Talk, don’t present
Just 61% of salespeople feel they’re good at identifying customers’ pain points. – Unknown
Talking and speaking are two different things.
While speaking, you’re more concerned about presenting your point. You think about the things you’re going to speak all the time.
Most humans are concerned about speaking.
Talking, on the other hand, involves listening. Did you hear that?
When you really talk with people, you care about what they are saying, too. You understand what they want and then present your views.
In sales also, most representatives are concerned about presenting their product. However, the best approach is to listen to what the prospect really needs. Then you can provide your genuine solutions, and go for the closing.
Great things happen when you connect
Build rock solid realtionship with your customers.
You know what I’m talking about – High pitched voice, fake enthusiasm, the desperation to sell the product.
It’s a no (in capital letters) for many prospects.
Be calm, authoritative!
You know you want to sell the product, so does the prospect. But first, you must build a rapport. You need prospect’s full attention so that he’ll listen to what you’re offering.
3. Find a midway
I think most of the sales attempts fail because the prospect does not find any value for him.
Your product is essentially created to help out the customers, and if they don’t seem confident about it, there’s no point.
The most logical thing to do is find a midway.
If the customer is not sure about your product, offer a free trial for a couple of days.
Bring the prospect into the comfort zone, then go for the closing.
This is a well-known psychological method to get what you want, but you have to find the perfect line.
In a situation where you ask the prospect for closing the deal, and he counters you with some unreasonable arguments. The motive of such arguments is to get some discount.
Don’t say a word!
Silence can make the entire room uncomfortable. And we know humans are primarily seeking comfort. In those weird moments of silence, the prospect will realize that the argument is utmost invalid, and he will jump on to your deal.
There’s a fine line between ‘uncomfortable silence’ and ‘unbearable’ silence. We better not explore that painful end. This sales closing tip is more useful when you’re meeting the client face to face.
5. Suggest your competitors
This may sound really stupid to reps, but this tip can really help. But you have to pick the right moment.
In a scene where you just can’t offer any discount, but the prospect is stretching the deal for less pricing, simply say:
“If pricing is your major consideration, I think you can explore other options. If features and style are on your list, I bet you can’t find a better option than us.”
Common sales closing objections
Sometimes prospects have to mold the situation to buy some time or to slip away from sales deals.
Objections are the cruel reality of sales, especially for the reps. I mean it is quite disappointing to hear excuses after you’ve put so much effort behind one prospect.
Good thing is – there are witty ways to deal with sales objections. You really can’t turn a ‘No’ into a ‘Yes’. But, for the prospects who aren’t sure about your product, these responses can help.
1. Sure, I’ll call you back later
We know, that never happens.
As a sales rep, first, you have to clear the air. Because, if the prospect is really not interested in your product, there’s no point fighting over.
Here’s how you can handle the conversation:
Prospect: “I think I have to call you back. Can we discuss this later?”
Sales rep: “John, most of the time when people say that they’ll call me back, they don’t. They are usually not interested in my offerings. Can I assume that’s the case with you? If that’s not it, you can tell me what’s stopping you to know more about our product.”
2. Okay. Send me some more information
This same sentence has different intentions, depending on when it is spoken.
If such a statement is spoken at the beginning of your sales cycle, that means the prospect is interested to know more about your product. But if you hear this at the time of closing, it’s a real disappointment.
Since we’re talking about sales closing, here’s how you can manage such situation:
Prospect: “Okay okay. Can you send over some more information on my email?”
Sales rep: “Brian, today is our 4th call, and I’ve pretty much shared everything about our product. Nevertheless, I can arrange a second demo for you if you still have questions.”
3. We’re already working with your competitors, and we’re satisfied
You have to be really mindful about what you’re going to say when you hear this sentence. You must know your competitors very well, and USPs of your product.
This is how you can handle the conversation:
Prospect: “We’re using XYZ already, and we’re not facing any issues.”
Sales rep: “Our product can save up to 20% of your cost compared to XYZ. If you can give me 10 minutes, I can explain some of our features and pricing models.”
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Prospects can really stretch your limits. They will push your boundaries. You need to know what exactly is the reason.
Here’s how you can respond:
Sales rep: “Ohh! Sorry about that. However, if we can set up a five-minute call, I can explain what we can offer. If you’re not interested, we can really save our energy in the next quarter. Does that seem fair? When can we talk for 5 minutes?”
5. We don’t have the budget
I think there can be multiple reasons behind this sentence. The prospect could be facing a financial crunch. Or they have a fixed budget. Maybe they can stretch their limits, maybe they can’t.
Well, before you know the actual reason, you have to propose your products and values first. If the customer is genuinely interested in your product, there can be some adjustments.
Here’s how you can answer:
Sales rep: “Well. Let’s not discuss pricing at this point. I just want you to understand what we do and how we’ve built our product. Can we have a quick 10-minute conversation?”
Face to face sales closing
It’s a different ball game!
Closing sales on email or a call is certainly very easy compared to face to face meetings.
When meeting the prospect in person, you have to take care of your posture, your appearance, your words, basically your entire personality.
Let’s talk about some of the most important points when doing sales face to face.
I can’t use “First Impression” because you might already have met the prospect a couple of times at the time of sales closing. The important thing you have to do is build a rapport with the prospect.
After 2-3 meetings, you should be comfortable enough with the prospect, so be genuine and honest without hurting any feelings.
An impression is a huge subject to discuss, and it’s a gradual process. It also varies from person-to-person.
All you have to make sure is that you reach 5-10 minutes before the meeting.
Not too late, not too early.
If you arrive too early, it looks desperate and leaves a negative impact on the prospect. On the other hand, reaching too late is disrespectful. It shows that you don’t value prospect’s time.
3. Posture and gestures
It takes a lot of practice to master these two things, but the results are amazing.
Your posture shows your confidence and authority, and your gestures show that you know your stuff. You know everything about your product.
And a good smile always helps!
Apart from ‘what you speak’, ‘how you speak’ also makes a lot of sense.
‘How you speak’ opens a lot of gates, and these are the main points to keep in mind:
1. Depth & tone of your voice.
3. Selection of words.
4. Silence and pauses.
5. Eye contact
Eye contact certainly shows confidence, but it also shows authority.
It shows the prospect that you’re in this business for a long time, and you know your stuff better than anyone.
Proper eye contact can really drive the sales conversation.
Just like everything else in this world, you have to find the balance.
Too much eye contact is hazardous. It makes people uncomfortable, and nobody appreciates that.
Look into prospect’s eyes and smile. That shows happiness, care, and honesty.
But looking into prospect’s eyes and not smiling. That shows you have a knife in your bag, and you’re about to kill him.
But a smiling face leaves a great impression, and we all know that.
All these 6 points are extremely important in face to face sales closing. Mindfulness can help you a lot in face to face sales too. It can help you make quick decisions and give witty answers.
You have to be really mindful when it comes to sales closing. You have to closely observe what works for you and what not.
When you pitch features in-depth and the deals get closed right after – keep that in mind. Similarly, when you mention pricing, and it’s an instant turn off – take a note of that too. A good CRM can really help you in identifying what works for you and identifying your strongest suit.
Make sure to check out Salesmate CRM that can help you get a clear picture of your sales pipeline, and help close faster. Take a sweet 15-days free trial and explore every bit of Salesmate CRM.
In the business world, how you convey your message is equally important to what you convey. It’s all about how you play with the communication channels that you use every day for embracing opportunities.
If the communication channels are used tactfully, they can turn into a magnet attracting great profits.
Here, we are going to focus on one of the most effective communication channels – “SALES EMAILS”.
You may be wondering why only sales emails’?
What about the other communication channels like calls and text messages that you use to connect with your prospects?
Well, we haven’t forgotten them. We’ve covered those two crucial channels of communication in the blog –
I am sure these statistics must have answered ‘the question’ that generally hovers over your mind –
‘Why aren’t prospects responding to my emails?’
Step into your prospect’s shoes and think
‘Would you give your precious time to an email that’s too long and poorly written?’
Keep aside the inner content, would you open a blog in the first place if the subject line isn’t appealing?
I don’t know about you, but several people won’t.
47% of email recipients open an email based on the subject line. Besides, 69% of email recipients report email as spam based solely on the subject line. – Invesp
Your prospects might even be one of them.
Therefore, every part of your email needs attention, or it will just end up in the prospect’s junk folder.
To stop that from happening, you must focus on strengthening this effective channel of communication.
Well, in this blog, we will cover all the vital points to strengthen your sales emails for boosting your response rate.
Essentials to keep in mind while drafting sales emails
Forget that you are a sales professional for a while. I know it’s difficult, there are sales targets to achieve. But trust me, this will help in winning more customers and take you closer to your sales targets.
Keep your sales thoughts aside and think from your prospect’s point of view.
Visualize how will they view your email. What will motivate them to open and read the email? This will help in determining where exactly you need to focus your efforts.
“The golden rule for every business is this: Put yourself in your customer’s place” – Orison Swett Marden
Here are certain things that you need to be careful about while writing sales emails:
1. Don’t “email angry”
Writing an email when you are infuriated is a big no-no.
Don’t pour your already seething anger in an email. You will end up typing things that may have a serious repercussion.
You might lose a lucrative deal. Prospects don’t take time in switching to other vendors if they have an unpleasant experience.
“If you don’t take care of your customers, then your competition will. Don’t give them that opportunity” – Shep Hyken
Take a deep breath; calm yourself before typing an email. Or maybe choose another day for sending that email. Whenever emotions come into play, it’s better to take a little time rather than making things more complicated. Send the email when you are in the right frame of mind.
2. Keep it short
Do you know how you can save more hours for selling? By eliminating unnecessary things like – “writing lengthy sales emails.”
What’s the point in writing long tales that prospects won’t even read? No one is interested in wasting their valuable time in wading through those convoluted sentences.
Only include the necessary points.
Limit the number of words you use in the email.
A study by Boomerang found that sales emails between 50 to 125 words get better response rate.
Try not to exceed five or six sentences while writing sales emails. A site like five.sentenc.es can help you in it.
However, ensure you don’t confuse the prospect while sending a short email. Be concise yet clear with your message.
3. Personalize your sales emails
Finding ways to make your prospects respond to your sales emails?
Well, personalization is one of the most powerful ways to increase your response rate.
Personalized emails increased CTR by 14% and Conversion by 10%. – Maligen
Businesses prefer to work with a sales rep who understands their unique situations, challenges, concerns, and priorities.
Sales reps are expected to convert this knowledge into personalized customer interaction.
Personalized sales emails give an assurance that you are genuinely interested in helping the prospect.
So, put in efforts to garner information for tailoring your content to their needs.
Use social networks to find out relevant information for sending a personalized email.
Here is an example of a personalized email.
I was scrolling through LinkedIn and came across your post of an urgent requirement for NodeJs and PHP developers. Being a recruitment firm, we can connect you with talented professionals as per your preferences. How does your schedule look like to discuss this further?
I look forward to our conversation.
4. Give attention to email formatting and attachments
While writing sales emails, we often give utmost attention to the message but ignore the formatting of the email.
Make sure equal attention is given to the formatting and structuring as well.
Here is how you can do it:
Keep the email in sentence case.
Avoid patterned mail background as it becomes difficult to read.
Don’t use fancy fonts and colors.
Use standard fonts and stick to black color.
Ensure you zip or compress large files or folders before attaching them to your sales emails.
Resize graphics of width above 600 pixels before attaching them to your sales emails.
Use PDF where possible as you are not sure if the prospect has the same software that can open the attachments.
5. Play with numbers
Numbers have great power; they can capture the attention of the recipient and boost the response rate. Including statistics and figures improves readability and makes your messages easily consumable.
Write numbers instead of numerals in your subject line to catch the recipient’s eye (like 22 instead of twenty-two).
Use statistics in your email content to establish trust and build credibility.
For instance, you can introduce your company as –
“We are the leading eCommerce marketplace, with over 20 million products across 60+ categories.”
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For effective sales communication, perfect sales emails are essential. As only when your sales emails are interesting, prospects will read and respond to them. Or else your sales emails might just get stuck in the purgatory of trash folder.
Here is how you can write a perfect sales email:
1. Include a catchy subject line
Most of the people judge an email through its subject line. It has a great impact on the open rate.
“When you’re sending emails, you live and die by your subject line. Making it personal or funny can increase your open rate ten times or more. At the very least, try to pitch some value rather than pointless bragging. ‘Work Faster’ is better than ‘Version 10.4 now available!” – John Wall
So, focus on writing an impactful subject line that gets maximum clicks.
The email subject lines need to be short and catchy
Sales have the highest engagement rate.
Choose the right words
Subject lines with ‘soon’ have the highest engagement rates(21.8%) versus those referring ‘now.’
Lines that use the word ‘free’ have significantly lower engagement rates (13.1% versus 17.2 for lines without ‘free’)
Using ‘daily’ or ‘weekly’ in subject lines boost open rates whereas ‘monthly’ hurts them.
Subject lines with words like
‘whitepaper’, ‘journal’, ‘forecast’ and ‘training’ are the worst performers.
“tomorrow” got clicked 10% more than those without.
Sales emails with “meeting” in the subject lines opened 7% less than those without.
Add emojis in the subject. (but ensure you use the right one)
Adding emojis in email subject lines leads to a 56% higher open rate compared to text-based subject lines.
Below are examples of different subject lines that various companies have used —
Fear of missing out
JetBlue — “You’re missing out on points.”
Jersey Mike’s Subs — “Mary, Earn double points today only.”
Guess — “Tonight only – A denim lover’s dream.”
Manicube — “*Don’t Open This Email*”
Thrillist — “What They Eat In Prison”
Chubbies — “Hologram Shorts?!”
Funny subject lines
Groupon — “Deals That Make Us Proud (Unlike Our Nephew, Steve)”
OpenTable — “Licking your phone never tasted so good.”
Gozengo — “NEW! Vacation on Mars”
HP — “Stop wasting money on ink.”
Sephora — “Your beauty issue resolved.”
Guess — “Wanted: Cute and affordable fashion.”
UrbanDaddy — “You’ve changed.”
Bonnie Fahy — “Mary, do you remember me?”
Jon Morrow — “Quick Favour?”
2. Strong opening line
“Hi ___, I hope you’re doing well?”
How often do you receive an email starting with this opening line?
Isn’t it exasperating to read the same sentence in almost every email?
Oh, wait! Let me rephrase the question for you.
How often do you send an email starting with that opening sentence?
Your prospects don’t feel any different when they see the same opening sentence in multiple emails.
Opening sentence impacts the impression of what is to come. It determines if the potential prospect will be interested in learning about what you have to offer.
The opening sentence shouldn’t be like a piece of a different puzzle. It should blend seamlessly with the rest of the content in your sales email.
Craft a meaningful sentence that grabs the prospect’s attention and cause them to read further.
Here are some examples of opening sentences that can be used:
“Congratulations on [recent accomplishment] …”
“I read about your company’s [event] in [publication]…”
“I recently read your whitepaper on [title] and found it quite insightful….”
“I recently helped a company like yours save [__hours] and boost revenue by [__%]
“Did you know [some interesting facts about the market or their competitors…]?”
“[mutual connection] mention your expertise in [subject]…
3. Helpful body copy
You managed to impress a prospect with a compelling subject line and opening sentence. However, that’s not the end of the road. You need to have an interesting email body to support them.
Think about it like this:
Due to an enticing trailer, you decide to watch a movie. The beginning seems promising. But then, after 20-30 minutes, nothing is really happening on the screen. Boredom strikes and you leave without watching the full movie.
This is exactly how your prospects react when the body of the sales email isn’t compelling.
Therefore, invest time and effort in crafting a copy that would be read till the end and stimulate a response.
Ensure the body of your sales email doesn’t come across as a billboard advertisement boasting about your product. It should be engaging and focused on the prospect’s problem.
Create a prospect-centric introduction
“Hi [prospect name], [mutual connection] mentioned that you are facing trouble in [their ongoing problem]”
Create a sense of urgency
“If you don’t address the problem right now, you might [ Consequences of not addressing the problem].”
Propose the value of your product/service. Show the potential prospect how it has been beneficial for your past customers.
“Our solution can aid you in [capabilities of your product]. It had helped [past customer’s company name] in saving [___$]”
Automate your emails
Set up workflows within a CRM and never miss a follow-up again!
To start a business is like unending passion, especially for entrepreneurs. You get an idea, you put that idea on paper. You do a complete dissection of the same until you are convinced it won’t ever fail. Its survival of the fittest in this modern world. And every business, including SaaS, needs revenue to drive its growth. Today, we will be highlighting some statistics and necessary selling techniques to help SaaS business owners in their survival.
Ready to dive into the world of SaaS business owners?
There are millions of conversations happening across the social web. For humans to grasp these conversations and turn them in their favour is too far-fetched.
The modern business market has provided platforms which help business identify opportunities in these conversations.
Getting help from these technologies is the best way SaaS businesses can multitask and improve their sales.
3. Have a customer-centric selling approach
Okay, now listen very carefully!
Keeping your customers happy throughout their buying journey is the most important part.
A happy customer is equal to a paying customer.
We are not asking you to be selfish and think of your customer as a number in an excel sheet.
Encourage your potential customers to share their problems that they have while using your SaaS product.
“Doing so lays the foundation of customer-centric selling.“
After this, you just continue guiding them down the right path towards solving their issues.
SaaS business owners and their customers need to work together to mutually benefit from the relationship.
Customers get to solve their core business problems and SaaS business keep the subscription cycle running.
In this age of social selling, where everyone is reading about product and reviewing them, customer-centric selling takes the lead.
Your customers are going to talk about you. And they are going to do that over social media, where millions of people are present.
What would you want them to post regarding your SaaS product?
Something positive always, right!
Customer-centric selling will help you gain loyalty, referrals and positive word-of-mouth from your customers.
4. Sell solutions, not just products
SaaS companies struggle with the task of presenting their solution as a ‘product’. Showcasing your USP (Unique Selling Proposition) is one way.
It helps promote your SaaS as a true solution in front of the customers.
“Better sales conversations require you to sell more than a product.”
Ask the right questions to them.
Doing so will make the customer a part of the ongoing conversation. Here are the questions that you can ask to the prospect
How does X function within your business?
Are you interested in improving the result of X part of your company?
If you solved X problem, how much would that be worth to you?
If you could change one part of your business, what would it be?
How do you currently do X, and how much time and resources does it take?
Asking questions also helps you determine how further they are into the path of decision making. A smart sales CRM for SaaS business can help you track the entire customer journey. It can also store the contact data in a central data repository and make it easily accessible from anywhere, anytime.
Your solution must provide satisfactory answers of the prospects’ questions too.
What customer success team actually do?
On a business level, reducing the churn rate is the most important job of a Customer Success team.
And how is that done?
The days of “shelfware” are done!
The secret sauce of high-value customers is your customer success ingredient and it’s understandable.
Modern customers know the difference between the past and present scenario.
They want something that is out of the box yet suits their usability and budget.
They are not content with buying a box.
Customers buy results.
It’s the job of the tool plus the guidance from the customer success team to help them get the desired results. Customer Success for SaaS companies is still a fresh arena and many modern businesses are yet to get the perfect grip on it.
Customer success process
I found that the easier the process is, the higher conversion rate you’ll get. Fill out as much as you can for your customers in order to get them to do what you want. — Trackin
Our advice for modern business owners – ‘talk directly with your users’.
But, keep the guesswork out of your thinking process.
You will not know what the prospect wants until you ask them.
Many businesses are inculcating this habit in their business process. Doing so helps them save various resources and not go on a wild goose chase.
The most beneficial part of this process is that you will be able to solve their problems with your SaaS product.
Having a SaaS process allows you to create a blueprint of your success.
It allows you to replicate the results, get loyal customers and upgrade SaaS features depending upon their usage.
After all, you are selling SaaS and not just a legacy software.
And it is no hidden fact that the modern customer is always in charge.
Feedback is important!
Using the feedback is the best way to get to know what your customer thinks. It is the most honest review of how your solution is making a difference in their daily work life.
These feedbacks also help in making tweaks to your SaaS product.
One of the most loyal or older customers is leaving your subscription plan. If you just let the customer go, you are losing two opportunities.
First, you can never know what made the customer leave your solution.
Second, you will never know if you could have helped change their decision to leave you.
This is why customer feedback is a necessity for SaaS businesses.
With the feedback you can easily know if the reason for leaving your solution is related to pricing or lack of features.
Based on the answer, you can convince the customer that you can do something regarding the issue they are facing.
Customer feedback helps in making your product truly appealing to your end users.
The fastest growing SaaS companies have an average Quick Ratio of 3.9: generating $3.9 in revenue for every $1 lost to revenue churn – Insight Squared
Stat 1: Unlike many other industries, if a software company grows at only 20%, it has a 92% chance of ceasing to exist within a few years. – McKinsey
Stat 2: Even if a software company is growing at 60% annually, its chance of becoming a multibillion-dollar giant are no better than 50/50. – McKinsey
Stat 3: The fastest growing SaaS companies scale their organizations rapidly, growing their teams by an average of 56% each year. – Tomasz Tunguz
This is our conclusion
“SaaS will dominate the tech market”
Don’t believe us? Then take a look at the graph from Statista.
We have one more graph to show you before we bid adieu.
This graph paints a clear picture in front of you. When businesses are one year old, in the market, they have between 9-10 competitors. This makes for a very tough competition. With PPC and other marketing campaigns, you can generate leads.
But what about the quality of those leads?
What about the way you will sell your SaaS product to them?
What about storing all the prospect and customer data?
As we said, the modern world is too fast to even let the leads get past you. You blink you miss.
Let us know in the comments how you are handling your SaaS selling techniques. Is a process in place that takes care of most manual tasks? Are you aware that you can take care of major manual labour with automation?
If you are not aware of how you can improve your business’s sales, you have not been using Salesmate CRM. This one stop solution boasts of many useful features and integrations that come in handy while managing tough business situations. Want to know more about Salesmate and what it can do for your business? Then drop a query by getting in touch with us.
Being in sales, you might have explored and used many sales communication channels to connect with your prospects.
But did you get the expected results by using those communication channels?
If no, then what did you do about it?
Played the blame game?
Did it help?
We normally tend to start finding fault in other things when we don’t get the expected results.
But, what about our approach?
The communication channels that didn’t work for you might have helped others in fulfilling their monthly sales quota.
It’s just because their approach was right.
See it for yourself.
Do you remember the popular calling scene from the movie “The pursuit of happyness” (that’s how they spell it) where Will Smith, constantly makes sales calls without wasting a minute and ultimately scores a meeting?
His persistence and unwavering determination helped him in setting an appointment.
Even Leonardo DiCaprio gave a classic example of selling over the phone in the movie “The Wolf of Wall Street”. With his impactful pitch he captures the prospect’s interest. He emphasizes on the ROI and convinces the prospect to make a purchase.
These movie scenes demonstrate the power of one of the most effective communication channels – “SALES CALL”
He is the brain behind Uber, who made hassle-free rides possible.
Do you know how he got his first few customers?
Through “SALES CALL”
Don’t believe me?
Quoting Travis Kalanick (Founder of Uber) –
“I went to Google, typed in San Francisco chauffeur or San Francisco limousine, I just filled out an excel sheet and I just started dialing for dollars, right? First ten guys I called, three of them hung up before I got a few words out, a few of them would listen for like 45 seconds and then hung up, and three of them said ‘I’m interested, let’s meet.’. And if you’re cold calling and three out of ten say ‘let’s meet’, you’ve got something.”
Besides sales calls, there is one more communication channel that even big brands have used to reach their customers.
78% of US consumers say receiving a text message is the fastest way to reach them for important service updates and purchases – TextMagic
Big names like Subway and Aeropostale have created SMS campaigns for attracting potential buyers as well as retaining existing ones. Since people have to ‘opt-in’ for receiving messages, they are more likely to stay with a program. 91% of buyers who opted in to receive texts from a brand see those messages as “somewhat” or “very useful”.
Till the potential buyers don’t understand your product, they won’t show interest in it.
You need to convey the benefits of your product for capturing their interest. This is where effective communication comes into the picture.
But for the communication to be truly effective, you need to make the right use of the communication channels.
Sales calls and messages are, without a doubt, the strongest pillars of communication in sales. There’s one more important channel “email”, which we will delve into in the 2nd part of this article.
For now, let’s focus on sales calls and text messages for ensuring the success of these impactful sales communication channels.
Communication channel No.1: Sales Calls
Several sales reps face difficulty while selling on the phone. Many lack confidence and others aren’t prepared.
Well, you ought to lose if you play a game without proper practice.
Approximately 40% of sales reps don’t feel prepared for cold calls –Mailshake
Due to silly errors, sales reps lose control over the calls and waste precious leads.
Sales call requires patience, perseverance, and preparation.
Each field has the best performers. The top sales players of the industry prefer to use this channel for fulfilling their targets.
41.2% of salespeople said their phone is the most effective sales tool at their disposal – Salesmate
A sales call is a bridge connecting you and your prospective buyers. You just need to know how to tread it.
Grabbing someone’s attention without physically being present is a skill that needs to be mastered. This skill demands continuous practice and improvements. The better you get at sales calls, the more deals you will close.
“Success is the sum of small efforts, repeated day in and day out” – Robert Collier
Sales call mistakes
Many opportunities are lost due to avoidable mistakes. Before pondering over the tactics for making better sales calls, you need to pay attention to the mistakes you are making.
Knowing the most common errors will help you in avoiding it. Or else the deals will keep slipping away.
Here are the most common sales call mistakes that need your attention.
1. Self-centric sales pitch
Haven’t you ever got a call from a local service provider earlier who tried to boast about the excellent features his product offered?
Did he succeed in holding your attention?
Or did you hang up to use your time more productively?
The first few minutes of a call are crucial. It is your opportunity to create an excellent impression and establishing a strong work relationship.
If you fail, the potential prospect will do the same thing that you did.
I.e “HANG UP”
Ensure your sales pitch is customer centric rather than self-centric. Your sales call should be about the prospect and their concerns.
Customer centricity is the only way to reduce your hang up rate to zero.
Customer-centric companies are 60% more profitable compared to companies that are not focused on the customer – Next Leap Strategy
2. Talking more and interrupting the client
Do you like it when somebody interrupts you while speaking?
Isn’t it annoying?
Even your prospects feel the same when you jump in and break their flow.
Or worse, talk more than them.
Yes, you are a sales rep, and you need to communicate with the prospect to sell your product. But that doesn’t mean you go on and on.
There should be a balance in the talk-to-listen ratio. It would be much better if you speak a little less and allow the prospect to share their thoughts.
If you interrupt them, you’ll miss an important piece of information that might help in closing the deal.
The top sales performers talk for 46% of a call, means they listen for at least 54% of it.
The average performers talk for up to 68% of the time, and the low performing reps aren’t far behind them.
Listen to the prospect.
Understand what their problems are, to tailor your solution to their needs.
“When you talk, you are only repeating what you already know. But if you listen, you may learn something new” – Dalai Lama
Such an advanced tool will aid in creating insightful sales reports. You can see how many sales calls you made in a day and what were their outcomes. It helps in evaluating your sales calls better for improving your performance.
3. Prepare yourself mentally
In spite of sales call being one of the most powerful communication channels, many sales professionals dread it. Nervousness and anxiety ruin the sales call.
You need to get yourself mentally prepared for achieving sales call success.
Stop for a few seconds and create a clear mental picture of yourself as completely relaxed, calm, positive, smiling, and in complete control of the interview. Then inhale deeply, filling up your lungs and putting pressure on your diaphragm. Hold this breath for a count of seven and exhale for a count of seven. While you are breathing deeply, continue to hold a picture of yourself as the very best salesperson you could possibly be.” – Brian Tracy
Only when you overcome this innate unease, you’ll be able to have a constructive conversation with your prospects.
Have a positive outlook
Don’t let any criticism demotivate you
Anticipate the prospects questions and objections to generate thoughtful responses
Visualize the outcome you want and set a mindset to reach it
4. Schedule your call at the right time
Timing is an unavoidable factor in sales. The right timing can influence your potential prospect’s mood, priorities, and willingness to talk. Therefore you need to connect with your buyers at the right time and day, or you might just get disappointed.
As per the research conducted by Phone Burner, here are the best times for making sales calls.
Please note: The time mentioned above relates to the time zone of the person being called and not the caller.
As per the data stated in the graph, here are the best time for making sales calls.
The time slot between 9 AM and 4 PM is apt for making outbound calls
10 AM and 2 PM are the best time for connecting with your high potential sales prospects
Along with the best time, you should even be aware or worst time for calling your prospects. You shouldn’t disturb your potential sales prospects before 8 AM and between 12 PM to 1 PM.
So, which is the best day to connect with your prospects?
According to the below graph, Wednesday and Thursday are the best days to call your prospects to get better responses.
Sales calls tips
Yes, we finally got to it.
“Sales calls tips”
Using these helpful sales tips stated below, you can make the most of one of the essential communication channels – sales calls.
1. Start your sales call right
The opening statement is one of the most vital components of the sales calls. It decides the fate of your call.
Your opening statement should be compelling enough to keep the prospect on the call. They should be motivated to listen further.
A simple question like, “how have you been?” can help in breaking the ice and increase your chances of setting an appointment. Opening a call with this question boasted a 6.6X higher success rate than the baseline.
Spend the initial few minutes in warming up the tone of the call. Make the prospects feel comfortable so that they can freely share their concerns and problems with you.
2. Ask relevant questions
Questions are the fastest way of engaging the prospects on a meaningful level. So, don’t hesitate to question your potential buyers. However, make sure your questions are relevant, or they will just annoy the prospects.
The relevant questions help in discovering the prospect’s pain point.
You cannot provide a cure without diagnosing the disease. Similarly, to help the prospects, you will need to know where the prospects are facing issues.
A question can help in finding that out. But ensure you don’t overdo it by asking too many questions.
Wondering how many questions you should ask?
Well, it can be something between 11 and 14.
Below are a few questions that can aid in unearthing buyers’ needs, aims, and challenges:
You might be aware of _____ going on in the market. Is your business affected by it?
What goals and objectives do you have for your business?
What’s holding you back from achieving those goals?
Have you tried to fix the problem before?
What will happen if you don’t fix the problem?
What is the priority for your right now?
Why is this a priority for your now?
Are you willing to invest in any solution for fixing the problems?
What are your expectations?
What are your buying criteria?
Who is responsible for overseeing the budget?
Who all are involved in the buying decision?
3. Make it a two-way dialogue
Avoid those long monologues during the sales calls. You are not a lecturer, and the prospects aren’t your students.
Another quarter ends, and you create the sales reports with a hope to see some progress in the sales performance of your team. But unfortunately, history repeats itself, and you get to see the same disappointing sales results yet again.
Are you feeling stuck in the vicious circle of failure?
Well, if the same obsolete ways are being followed, you’ll keep seeing the same old unsatisfactory results.
It is pivotal to embrace transformation and change the old ways if you want to succeed.
Most of the companies globally have considered sales transformation for addressing competitive threats, boosting sales results, and maximizing profitability. They aligned people, processes, strategies, tools, and chose a better approach for accelerating their sales growth. Sales transformation isn’t an easy path to tread. It requires unwavering determination, adequate resources, and sufficient time. If done right, it can help you seize many lucrative opportunities.
“Sales transformation are daunting but achievable with focus, partnership across the organization (inside and outside sales), and a plan.” – Lisa Redekop, Head of specialist sales enablement, Gartner
Tips for successful sales transformation
Steering the wheel of sales towards transformation can help in reshaping your sales-driven organization and improve your conversion rate. Massive changes need collaborative efforts. Everybody from the sales manager to the top management and different stakeholders needs to contribute towards this change. Build a transformation team that will ensure the effectiveness of this transformation.
Here are a few effective tips for successful sales transformation:
1. Thorough evaluation
Sales transformation is a big step that will consume enough time and efforts. Therefore, you need to be clear with why are you taking this big step? Create a compelling case for the transformation. Commence by finding out where are you going wrong. Consider all the external and internal factors that are affecting your sales. Dig deeper into each area.
Find out if you have the people with the right skills to win more sales
See if you are following the right sales methodology
Determine the changes you need to make for optimizing your sales process
Identify the gaps in the performance
Find out your strengths and weaknesses
2. Create a plan
For the sales transformation to be truly successful, you need to know where you are heading. Create a sales transformation roadmap and set your objectives. Have a clear vision and a pragmatic timeline for ensuring the success of your sales transformation.
Note down your core objectives like –
You want to improve customer relationship
Generate more sales
Acquire new business
Increase the customer lifetime value
Optimize sales operation
When you know what you want, it is easy to create a path for reaching there. Once you have a list of objectives in front of you, determine the resources needed to fulfill those objectives. Devise a perfect plan for pushing the changes. Ensure you have the financial support to complete the sales transformation journey without any trouble.
3. Taking responsibility and coaching the team
Without the right leadership, sales transformation isn’t possible. The sales transformation team need to take responsibility and coach the sales reps. Sales transformation requires a shift of mindset. Sales reps tend to get demotivated after facing constant failures. So, you need to change their behavior and train the sales reps in being more positive to achieve their sales goals.
Transformation needs commitment. The leaders need to be dedicated and focused towards the improvements.
Have a one-to-one meeting with the sales reps and understand where they are facing problems
Identify their weak areas
Provide constructive feedback and help them in working out on those issues
Guide them on taking the new path
Help them break their old habits. Pinpoint the areas that need to be changed
Ensure they have in-depth knowledge about the product
Listen to their recorded calls to see what messages they are conveying to the customers
Conduct a mock call session and ask them to sell the product to you
Prepare them to handle difficult situations
Show them where are they going wrong and what different approach can they take to get positive responses from the clients
4. Break the cold wall between the departments
Every company has a goal. The organization creates different departments to achieve that goal quickly. But unfortunately, most of those departments are working in silos. This wall between the different teams kill productivity, halts innovation, and affects the company’s revenue. If this is happening in your organization too, then now is the chance to break this wall and unite your team.
It is necessary to align the marketing, sales, finance, and customer support team to fulfill your objectives. All these departments are interconnected. Great things can be achieved if they work together as one unified body. They can not only improve the sales win rate but also offer a better experience to the customers.
Get your sales organized with Salesmate
Feature rich and best suited CRM for small businesses
Marketing, sales, finance, and customer support team can easily support each other for being more efficient. For instance, the sales teams can help the marketing team in understanding their buyer persona for targeting the right audience. The customer support team can know what promises the sales teams are making to the customers. With the finance team on their side, the marketing team will be able to offer better discounts to capture the interest of potential customers.
Therefore, during the sales transformation, keep the alignment of these different departments in the forefront.
For aligning the three teams, you must understand the gaps between the different departments
Determine the core processes of the teams and how can they be aligned with different departments
Create a baseline across interacting areas
Bring every department on a single platform and maintain transparency between them
5. Optimizing sales operations and focusing on better customer experience
Most of the times, the sales reps fail because they give little or no attention to the customer experience. Sales reps are just focused on fulfilling their sales targets. What they don’t understand is that without providing utmost satisfaction to the prospects, they cannot achieve their sales targets. Customers who can see benefits will willingly purchase the product. Customers don’t mind spending if they get value for their money spent.
7 out of 10 U.S. customers say they’ve spent more money to do business with a company that delivers great service. (information source)
Now that you have thought about sales transformation, you need to consider reshaping your sales operations and customer experience. No matter whether you have the best-in-class product, it’s of no value if customers don’t find it beneficial.
Keep the customers at the center of your sales
Build a sales process that focuses on overcoming the prospect’s business problems
Concentrate on the experience you are providing to your customers
The good experience encourages positive word of mouth
Instead of being a seller, try to be a consultant and help them
Focus on helping the customers visualize what are they getting out of this deal
A moderate increase in Customer Experience generates an average revenue increase of $823 million over three years for a company with $1 billion in annual revenues.
6. Get the right sales apps
Why work hard when technology can ease your work. Sales transformation is the best chance to implement effective sales technologies that can improve your efficiency and increase your conversion rate. Convene the entire sales transformation team and analyze your business needs. Find out which sales apps will you require for addressing your business needs and maximizing your profits.
Here are a few popular sales apps that most of the sales professionals in the industry use:
1. CRM software – Salesmate CRM
Salesmate is a cloud-based CRM designed to address modern business and sales challenges. Its easy to use interface assists sales professionals in converting leads into paying customers. Salesmate CRM’s self-explanatory dashboard and automated workflows help save time at all the stages of their sales cycle. This feature-rich sales app can be used from any device.
Using Salesmate CRM, sales professionals can
Create detailed reports to garner vital sales insights
Save all their contact information in a centralized repository
Streamline their sales process and anticipate the revenue they will make in the coming months
Get the number of 80+ countries and make as well as receive calls from within this intuitive CRM
Proposify is a proposal app that helps you in creating professional, interactive, and compelling sales proposals for your sales. This intuitive app simplifies the cumbersome process of creating sales proposals.
Proposify gives you access to a wide spectrum of compelling templates to deliver sales proposals in minutes
Through its digital signature, you can get faster sign-off
It allows you to track your proposals to find out if the prospects have opened and read your proposals
You can easily embed rich media content (like videos, HTML% content) to make your proposals more appealing
Proposify can integrate with most of the popular apps that you are already using like Stripe, Basecamp, and Harvest
3. Route planner for sales – Badger Map
Badger Map is a sales mapping and routing app that helps you in making the most out of your field visit. You can easily visualize the location of your customers on a map and find the fastest route to reach them.
Using this intuitive app, you can find the customers in the nearby location in case someone cancels the meeting
It even allows you to check in with customers and add notes about the appointments
Badger Map automatically optimizes schedules and routes for getting more meetings
With the help of this smart app, you can plan your sales routes in advance for focusing on selling
You can select the account for the day and conveniently create routes with just a swap
Sales transformation can have a positive impact on your business and improve your bottom line, provided you do it right. Everyone needs to play their role in ensuring a successful transformation. Optimize your processes and provide the right training to the sales team. Give rewards and incentives for motivating. Sales reps tend to perform better when their efforts are recognized and appreciated. Keep yourself updated with the new sales trends. Conduct in-depth research, explore new sales strategies, and use the right technologies. Salesmate CRM can indeed be of great help in this transformation. Try Salesmate CRM for free to see how it can help you in sales transformation.
Have you ever analyzed how many hours of your day do you spend on various non-selling activities? Think about the numbers of deals you could have closed if you would have invested the same time on selling. Yes, some of the activities like following-up with potential customers or updating vital records cannot be avoided. But what if you can find an extra pair of hands to these tasks?
I am not asking you to hire more professionals to manage these tasks. And you don’t even need to, when you can simply automate such time-consuming tasks. Sales automation tool can be your helping hand and aid you in investing your time in profitable tasks.
“79% of enterprises said automation delivered time savings, 69% cited improved business productivity as the key benefit to [business process] automation, and 61% said automation regularly provides cost savings.” – Redwood Software
Five types of sales automation to leverage
Sales automation can fit in many parts of your sales process and reduce your workload. Let’s explore the various types of sales automation:
1. Automate contact creation
Customer contacts are a crucial part of sales. If they aren’t collected and streamlined in one place, then that might hurt your sales. Doing this task manually can be time-consuming plus manually handled activities are prone to errors. Using sales automation in a CRM like Salesmate, you can automate this process of contact creation. For instance, you want to collect the contact information of your website visitors. So set rules that whenever a website visitor enters his details in the website form, a contact will be created.
Each time a new visitor fills up your website contact form, Salesmate CRM will automatically fetch the information and streamline it in a centralized repository.
2. Deal distribution
A delay in sales can lead to the loss of a deal. Most of the time sales managers do not distribute the deals on time due to which many lucrative opportunities slip through the cracks. This task of distributing leads can be tackled smartly with the help of sales automation.
Using intelligent workflows in Salesmate CRM, the deals can be automatically distributed to the professionals in the team. With the help of automated deal distribution, you can save your time and assign the deals to the right professionals. Effortlessly create a rule based on certain conditions and every time a new deal is added the assigned team member will automatically get notified about it.
3. Profile enrichment
The more information you have about your prospects, the faster you can move them forward in a sales process. But finding information about multiple prospects isn’t an easy task. It consumes a lot of research time. Did you know that in most of the CRM tools the profiles of the customers can automatically be enriched? Like for instance, Salesmate CRM integrates with various third-party apps for enriching the customer profile.
Using sales automation, you can collect all the necessary information about your potential prospects like contact information, website URL, email addresses, company information and many other details in seconds. All the data you need about your prospect is automatically updated in Salesmate CRM. You just need to create a customer profile, and Salesmate CRM does the rest of the work for you.
4. Automate follow-up
44% of salespeople give up after one follow up.
Customers won’t easily invest their precious dollars in a solution. You need to put in extra efforts and follow-up with them. Yes, with a tight schedule and high sales targets, it becomes difficult to follow-up with the prospects. Therefore you should consider automating it. By automating your outbound emails, you can drive more engagement and reach out to your prospects in real time. Automatically get the emails triggered whenever the prospects perform certain activities.
Salesmate CRM makes it easy to send trigger-based follow-up emails. For instance, while drafting an email in Salesmate CRM, you can schedule the follow-up at a certain time and date. In this way you reduce your chances of missing up a follow-up. Moreover, in Salesmate CRM you can even track your outbound emails. So, you can find out if the prospect has opened your email and plan your next follow-up accordingly.
Wishing the prospects on their birthdays or anniversaries is a great way of nurturing customer relationships. But how will you remember such special dates? Well, the good news in that you can create date-based custom fields in Salesmate CRM for birthdays and anniversaries. So automatically a greeting email will be sent to the client when the date arrives.
5. Automate call logging
Most of the sales reps use sales calls as a medium to reach their potential prospects. Every detail related to these calls are crucial and shouldn’t be missed. But why collect these details manually when you can automate them.
This is another major part of sales where you can apply automation. Everything from the timing to the duration of the call can be automatically logged in a CRM that comes with a built-in virtual phone system like Salesmate. By auto logging calls you can find the complete details of your inbound and outbound calls organized in one place.
How Salesmate CRM fits sales automation?
Salesmate is a smart CRM that helps you in gaining complete control over various aspects of sales. Using sales automation within this intelligent sales tool can help you in getting better results as everything you need is available in one place.
Get your sales organized with Salesmate
Feature rich and best suited CRM for small businesses
You can instantly create automation rules, and the actions will be triggered when the set condition is met. With the help of its intelligent workflows, you can create an organized environment and increase your productivity. It allows you to do more in less time. Day-to-day tasks can be handled more efficiently to close maximum deals.
Instead of moving in one direction try to explore new paths. As you just read above sales automation can do a wide number of things. Provided it is used smartly. It is essential to choose the best automation tool for automating various processes.
You have an option to choose an automation software. But a more logical step would be investing in a Sales CRM that gives you access to many other features like email tracking, reporting, deal management, etc. To make the right decision, you can try different software before investing. Try Salesmate for free and explore its automation as well as various other features that can help you in winning more sales.
Customer Relationship Management (CRM), Customer Experience (CX) and Customer Service (CS), all sound familiar, don’t they? They aren’t just some commonly used terminologies in the business world, but the most important strategies that can help a business excel. Several sales reps get confused between these terms. Though they appear alike but are quite different from each other. Before we get to the difference, let’s first understand each term individually.
CX, CRM & CS – what exactly are they?
“The well-satisfied customer will bring the repeat sale that counts” – James Cash Penny
Happy customers are the cornerstone of a successful business. Therefore, it is necessary to offer a great experience, maintain a healthy relationship and provide optimum services to them. The entire journey customers have with your company can be controlled if you implement the three strategies- CRM, CE and CRX successfully. But, what exactly are they?
Customer Experience (CX)
Customer experience (CX) is the sum of every experience that the customer has with your product/services throughout the customer life cycle. It comprises of everything from the initial discovery of the product to purchasing and using it. It is all about how the customers interact with your product and what do they think about it.
Customer experience is the conglomeration of the emotional, physical and psychological connection the customer has with the company. Executing customer experience strategies successfully can not only help in improving customer loyalty and increasing profits but also in gaining a competitive edge in the market. For surviving in the market, it is essential to keep the customers in front of everything else. You need to expand the boundaries and meet your customers’ expectations to be in their good books.
Organizations that lead in CX outperformed laggards on the S&P 500 index by nearly 80%. (Source)
Customer Relationship Management (CRM)
Customer relationship management (CRM) is a process of building and maintaining customer relationships for nurturing, converting and retaining customers. If implemented smartly, this strategy aids in creating a positive experience and helps in keeping customers for longer. It bridges the gap between the company and the buyer. It is a data-driven approach that demands a great understanding of customers’ needs and pain points.
Customer relationship management is all about helping the customers in achieving what they want. You need to guide them in overcoming their current problems.
Sound knowledge of segmentation is crucial here for focusing on the right opportunities. You need to know where to target and what to address. A well-planned CRM strategy can take you close to your business goals and help in delivering superior customer value.
“Know what your customers want most and what your company does best. Focus on where the two meet” – Kevin Stirtz
Customer Service (CS)
Customer service (CS) is the assistance provided to the customers for any product/service. The goal of customer service (also known as after sales service) is to increase customer satisfaction by solving all their doubts and queries. It is a way to improve the customer experience of using a product. For providing great customer support, it is necessary to move beyond just addressing a problem. You need to anticipate the problems and show your customers the way to tackle it.
Providing the required support at the right time can help in earning customers’ trust and confidence. It is easy to upsell or get referrals from customers who believe in you. Excellent customer service can reduce churn and encourage positive word of mouth. 7 out of 10 U.S. consumers say they’ve spent more money to do business with a company that delivers great service.
Increasing customer retention rates by 5% can lead to an increase in profits anywhere from 25% to 95%. – (Source)
The difference between CRM, CX, and CS
Now that we have understood each term separately, let’s look at the difference between the three.
Customer Experience (CX)
It covers the complete journey of the customer
Focuses on customer interaction at different touchpoints
It is a way of understanding how the customer perceives your product
Customer Relationship Management (CRM)
A complete understanding of the customer, their buying habits and their requirements
Focuses on developing a lasting connection with the customers
It aims at enhancing overall customer experience and improving customer lifetime value (LTV)
Customer Service (CS)
It moves beyond conversion and sales
Focuses on strengthening the experience the customer has with your product
A common voice that a customer recognizes and approaches for help
CRM software- The complete solution
Supporting a strategy with the right technology can help in achieving the desired results. There are different systems for each strategy. You’ll easily find a customer service management tool or customer experience software. But, instead of investing in different software, isn’t it better to use one software that can play various roles?
A CRM software helps in offering an excellent buying experience at all stages of the customer life cycle.
You can connect with your customers in real-time as a CRM can be used from anywhere using any device.
Using automation, you can engage with your customers without doing a lot of work. For instance, you can set workflows and automate the task of sending informative emails to your clients.
As most of the activities can be automated, you get more time to plan new strategies for improving your customer experience.
It allows you to create insightful reports for understating what’s working and what needs to be changed for improving the buying experience.
2. Build and maintain strong relationships
Using a CRM software, you can understand your customers better and develop a lasting relationship with them.
Every information about them is streamlined in a centralized location that can be easily accessed and used. (74% of users said their CRM software offered improved access to customer data.)
It allows you to create and manage multiple sales pipelines for quickly converting the prospects.
A CRM allows you to give timely attention to each deal in the pipeline.
You can record calls in a CRM that comes with a built-in virtual phone system. By listening to the recorded calls, you can understand the needs and expectations of the buyers.
3. Offer excellent customer service
Give your customers more reasons to stay with you by offering optimum customer service with a CRM.
A CRM helps you in providing round the clock support to your clients as most of them come with a mobile app.
Using a shared team inbox feature, your team can collaborate to ensure no email is left unattended and every query is solved on time. You can easily use shared team inbox feature from Salesmate CRM.
Using the call transfer feature of a CRM, you can easily transfer your calls to the product experts for providing better assistance to the client.
For a steady flow of revenue, it is necessary to not only attract new customers but also retain them for long. With effective customer relationship management, excellent customer experience and best-in-class customer service you can increase your revenue and expand your business profit. Implement all three strategies efficiently within a smart CRM tool Salesmate.
Salesmate CRM is a feature-rich system that helps in increasing your sales and reducing your churn rate. It comes with various functionalities that help you in managing your customer information and helps in maintaining healthy relationships with them. Try Salesmate for free to understand its various features.
Companies globally are moving at an exponential pace for being the front runners in the market. Everyone is endeavoring to ignite the fire of innovation and embracing the best tools for surpassing the competitors. Conventional methods, strategies, and techniques are gradually fading away in this highly advanced and developing business world.
“Do not go where the path may lead, go instead where there is no path and leave a trail” – Ralph Waldo Emerson
If you want to grow and survive, then you’ll have to move quickly in a new direction and do whatever it takes to succeed. Your top line growth is dependent on your sales. The more you sell, the greater will be the revenue. Unfortunately, this isn’t an easy task, but that doesn’t mean it’s beyond the bounds of possibility.
“The difference between the impossible and possible lies in a man’s determination.”
Change the way you function for improving operational effectiveness. Technologies are advancing to free you from the modern-day drudgery. So, why not make the most of it.
Haven’t you been in situations where you missed a follow-up or lost a vital client’s information or worst, couldn’t achieve your sales target due to various unproductive tasks?
As per a research, administrative tasks are responsible for 14.8% of the effectiveness drain.
Such scenarios arise when you don’t have a proper system in place. An unorganized structure will lead to unwanted results.
Several tools are designed to help you in managing your sales, project, customer communication, and overall business. You just need to find the best tools and use them smartly to leverage maximum benefits.
Advantages of using the best sales tools
Best sales tools don’t only make your work simpler but also help you up-level your game to beat your sales competition.
Let’s see what are the benefits of using best sales tools:
1. Ease your work and save your time
Sometimes sales reps unknowingly make their work difficult by trusting their mind rather than technology for keeping client’s information. Experts believe that you can store approximately seven items in short-term memory for about 20 to 30 seconds. Don’t take the risk of forgetting the crucial details of your clients instead keep it secured and organized with the right tools.
Sales tools add more hours to your day and make your life easier.
With the best sales tools, you can –
Automate most of the tasks that you do manually
Track activities that are important for boosting sales
Find everything you want in a neat structure without any hassle
Focus your efforts in the right direction
2. Build better connections with clients
The real-time response has great value in the highly competitive environment. 30-50% of sales go to the vendor that responds first. Most of the times some customers feel neglected due to failure or delay in response to their queries. Due to which they ultimately lose interest and approach the competitors.
Yes, it is challenging to give each client equal attention when you have so much to do. This is the reason you need to take advantage of the tech advancement available.
With the smart sales tools, you can-
Stay informed and receive every update about your clients/ prospects
Receive alerts about upcoming or due tasks and appointments
Get notified about clients’ email and respond to their queries in real-time
Track clients’ conversation to stay on track and maintain a good relationship with them
Check interest level of the prospect and accordingly plan your follow-ups
3. Available anywhere
Opportunity can knock your door at any moment, so you need to be prepared. For instance, you might get a call for pricing or product information when you are traveling for a trade fair or a client meeting. You surely can’t keep the potential sales prospect waiting just because you don’t have access to your data.
Take quick decisions with easily accessible sales information
4. More transparency and easy collaboration
Nowadays, most of the sales tools are cloud-based, so everything is stored in one centralized location. Everyone in the company can follow each detail about the buyer’s journey. The modern sales tools enhance productive collaboration and create synergy between teams. All the employees of the organization can easily share information and brainstorm new ideas for increasing profits. There is less dispute and better coordination as everyone is on the same page.
With the sales tool:
Collaborate seamlessly with teammates in different cities or countries
View the communication of any specific teammate to handle the sales deals in his/her absence
Track how the best performers are interacting with the clients to learn effective tactics for selling better
Make the right decision
Now that you know how beneficial sales tools are, you need to focus on implementing the right ones. The market has a wide spectrum of sales tools with different functionalities; you need to pick the ones most required. For this, analyze your requirements. Map out your process to find out what functionalities will you require for gaining sales efficiency and providing utmost satisfaction to your customers.
Based on your analysis, create a list of sales tools you will require to excel in sales. Be as detailed as you can be about the features you want in the tools. Conduct market research to understand what’s trending and which tools your competitors are using. These sales tools can help you grow and thrive so be very careful while selecting them.
What should the best sales tools consist?
Sales tools are crucial for generating more revenue. However, this source of revenue even needs investment. For getting maximum ROI, you need to ensure that the sales tools have these three elements:
Whichever tools you choose make sure they work well with other business tools as well. For instance, your contact management tools should work well with your email management software. Look for flexibility of integration in tool to increase functionalities, avoid any hindrances in your work and make your process smoother.
Your issues, concerns, and goals might be different from other businesses operating in the same field. So, choose the tools that allow you to customize the processes as per your specific requirements. The best tools will allow you to customize your reports and other processes for making your work easier.
Growth is a dream that every entrepreneur sees. Even you would want to grow and pave your way to the top, don’t you? So, go for a solution that grows with you. This year’s decision shouldn’t be your next year’s regret, therefore take this step wisely and pick a scalable tool that innovates and improves constantly.
What types of tools does a sales driven organization need?
There are multiple sales tools, but out of them, there are certain tools that are requisite for improving performance and increasing sales.
Here are four types of sales tools that are necessary for your business:
1. Sales reporting
If you want to progress in sales, you’ll have to constantly refine your process and fill the gaps in your sales performance. Reporting tools can help you with this. Using the right reporting tool, you can create insightful reports for-
Analyzing your sales data
Measuring vital metrics
Taking informed decision
Discovering buying patterns
Tracking poor performers
Spotting opportunities as well as problem areas in real-time
A complete reporting tool can speed up the production of reports by more than 40%. These reports are a vital source of information so use it wisely to enhance productivity and drum up your sales.
2. Email tracking
You spent time drafting an impactful email, reread it, got it rechecked by your colleague and then sent it to a high-potential sales prospect. Does your job end there? After spending your precious hours on that email, wouldn’t you want to know what are the prospects doing with your emails?
Most of the emails never return with a response, and some of the sales reps don’t even follow-up due to which many opportunities are lost. I hope you aren’t one of those sales reps. Using email tracking tools, find out if the prospects are clicking and reading your emails.
Sometimes prospects don’t respond because either they forget or are not sure about the solution. For instance, a prospect is continuously opening your email but still isn’t responding; there might be chances that he/she is interested but are not sure about something. So, with the email tracking tool, you can track the open rate and call the prospects at the right time to understand what’s bothering them.
3. Sales pipeline management
You wouldn’t want a lucrative deal to slip through the cracks. Would you? Therefore, you need sales pipeline management to visually track and manage your sales progress. It renders detailed insights about every stage of the sales pipeline for identifying risks and taking timely actions.
With sales pipeline management tool-
Know if you have enough deals to fulfill your sales target
Set winning and rotting period to get a better idea of the deal’s progress
Eliminate low-quality deals in real time to keep your sales pipeline clean and healthy
Know when it’s time to follow-up a prospect
Optimize sales results by giving attention and warming deals in real-time
4. Sales automation
You might be having a long to-do list. Why don’t you automate some of the tasks? With the right automation tool you can set workflow and automate most of the redundant activities. Using this tool you can automate your task delegation activity, automatically send follow-up emails and update information. It saves your precious time so that you can concentrate on tasks that drive sales.
5. Sales calling
Being in the sales domain, you require a virtual phone system to manage your sales communication effectively. With a calling tool, you can get the local or toll-free number of your desired country and effortlessly manage your inbound and outbound calls. It helps in building a local presence and winning the trust of local customers. Calling tool provides wide spectrum of functionalities like automate call logging, call tracking and forwarding for making your sales calls better.
Everything you need in all in one powerful CRM – Salesmate
Technology is developed to help businesses, but most of the times it becomes difficult to manage too many tools together. 59% of all surveyed sales reps think that they have too many sales tools to get acquainted with. Sales reps don’t have enough time for acclimating to new systems. So, it’s better to use one tool that has all the features.
Salesmate CRM is one such feature-rich system tailored to sales professional needs for helping them win more sales. It is an all-in-solution that can play the roles of many tools.
With Salesmate CRM you can-
Manage your sales pipeline efficiently
Create detailed sales reports
Track emails easily
Integrate with your favorite app
Customize specific fields
Communicate with your prospect efficiently
Salesmate does much more besides providing the functionalities of above necessary tools for sales.
Sales pipeline management
Create multiple sales pipelines as per your needs
Get real-time visibility into your sales pipeline
With the pipeline view, spot deal that needs immediate attention
Drag and drop deals from one stage to another
Email tracking and management
Track your emails to know whether your prospects are reading your emails
Get vital email insights to know which subject lines and CTAs are getting the highest clicks
Set reminder while drafting an email and get notified on time
Keep all the sent and received emails neatly organized in the timeline
With email threads, keep track of the context and manage your email communication
With visualized pipeline report track the progress of each deal
Track the performance of your team
With sales forecast insights predict revenue
With sales leaderboard see who is winning and who is losing maximum deals
Keep your contacts neatly organized
Maintain a single source of contact information
Access contact information anytime from anywhere
Prioritize communication and build a better relationship with clients
Get complete details of the contact history
Perform various activities of multiple contacts at the same time
Gain control over your deal cycle
Import deals and manage them from one place
Get the past and present status of the deals
Define clear deal parameters
Prioritize deals and focus on quality opportunities
Automate most of the time-consuming tasks and increase your productivity
Automatically assign activities to your teams
Set workflows and automatically update records
Set up a sequence of emails and automatically send a series of emails at the right time
Use workflow to create activities as the deal progresses in the sales pipeline
Record calls for training purposes and enhancing customer experience (Note: Before enabling call recording, ensure you have followed the privacy law and other legislative norms of a particular city.
Sales activity tracker
Track activities of your sales team and know where are they spending their precious time
Plan activities and measure performance
See which activities are done and what’s pending
Give your team a perfect to-do list to keep them on track
Whatever you choose for your business, ensure you use it dedicatedly. Most of the companies implement sales tools but fail to maintain it due to which they are not able to achieve the desired result. Sales tools make a big difference for your business; so, choose the best one that’s easy to use and adapt. Like Salesmate CRM that has a simple interface and great functionalities. Even the world’s largest leading digital software review platform Capterra has awarded Salesmate with 2018 best value for money and best ease of use.
Companies globally spend millions of dollars on generating leads. They employ adroit marketing professionals, use the best promotional strategies and run creative ad campaigns to acquire customers. Well even after all the efforts and hard work, very few manage to convert them into paying customers.
Verifying sales leads before passing it to the sales team is conducted by only 56% of B2B companies
What is lead management?
Lead management is a conglomeration of methodologies, processes as well as systems for tracking and managing potential clients. It is a systematic way to receive, and asses leads for converting them into a source of revenue. A smartly planned lead management strategy can optimize the value of your lead and increase the velocity of your sales cycle.
A well-executed lead management strategy can produce significant savings, reduce time spent in the sales funnel, and bring sales and marketing into closer collaboration” – Cindy Collins- Taylor
Why is lead management important?
It is great to have a consistent stream of leads, but it’s pointless if they just get piled up without any progress. In most of the cases, they are scattered over the places escalating the difficulty level. The aim of a lead management process is to avoid the mess and get the leads organized for ensuring the sales opportunities are leveraged without slipping through the crack.
A proper lead management process can:
Ameliorate the sales flow and improves the odds of conversion.
Help in understanding the origin of your sales leads
Make your sales team more efficient by rendering more clarity and minimizing confusion.
Moreover, a systematic process also helps in identifying and filtering out the unqualified leads in real-time to ensure your sales team doesn’t waste their precious hours chasing bad sales leads.
An effective lead management process aids in focusing your sales efforts in the right direction and helps in optimizing your marketing strategies. It aids in understanding what exactly you need to do to attract your lead’s interest. Besides, with a strong process in place, you can also create a good buying experience for converting the lead.
Benefits of lead management
There are many opportunities out there, but none of them will be of value if they are carelessly handled. Most of the early staged leads tend to get lost due to poor management. Thankfully with a strong lead management program, you can prevent loss of leads and contribute more towards the growth of your revenue.
Below are the benefits of proper lead management:
1. Build instant contact
A proper lead management process is pivotal in establishing instant contacts that can be gradually transformed into a strong and lasting relationship. No one is ready to wait in this fast-paced business world, for progressing a lead, it needs to be given immediate attention.
When the process is clear, it becomes easier to connect with the leads and address their issues. As per a study, 35-50% of sales go to the person who responds first to an inquiry. A quick response creates a good image and assures that you are genuinely interested in helping a company overcome their hurdles to growth. It gives them more reasons to do business with you.
2. Maintain continuous and effective communication
Constant communication is the key to push the lead forward in the buying cycle which is possible through effective lead management. Moreover, with a well-planned lead management campaign easily engage leads who are open to learning more about your business and product. Make the most of the technologies that offer the flexibility to automate your emails, so that you can enhance your communication for qualifying your leads quickly.
3. Easily access lead information
As we know lead management keeps everything clean and organized. So, in a tidy structure, the lead information is easily accessible. With everything conveniently available, you can plan and prioritize your leads efficiently. You’ll be able to use your time more effectively for achieving positive results.
Lead management process
After seeing the importance and benefits of having a lead management process, it’s time to delve deeper into the process.
1. Lead capture
Most of the companies are aware of their business problems, so they browse through various sites and channels to find a solution. With dollar sign handing over their heads, these leads turn into a valuable source of revenue for an organization. As an entrepreneur, you would like to attract them towards the solution your offer. Therefore, businesses try to capture the lead and bring them on board to familiarize them with the products or services.
Lead capture is a vital phase of the lead management process. For capturing maximum leads, it is necessary to make this path as simple as possible so that leads can easily reach your product.
Develop enticing website content so that they are motivated to click the email links or web forms.
Optimize your web forms for easily collecting your lead’s information.
Create a targeted and persuasive value proposition for driving action.
Ensure you have an alluring call to action to guide your leads to take the next step.
Keep live chat option for building instant contact.
2. Lead tracking
Once you capture the lead, your next step would be to track the source of the lead. You managed to collect the contact information of a lead which is great, but that isn’t the end of the road. It is necessary to understand from which channel did the lead come? Find out whether it came from your landing page or the contact form or maybe from one of the social media platforms.
Dig into the source to understand what’s working. Only when you know the source, you can bolster it to capture more leads. This is especially important when you have multiple touchpoints. You can take the help of Google analytics for finding the source of the lead or use the reporting feature of a CRM software.
3. Lead distribution
Prevent your leads from landing into your competitor’s database. Distribute them as soon as you receive them so that the best sales rep can take care of it. Think about the instances when you too explored options when you didn’t get a revert for the requested information. Don’t put your leads in the same situation, ask the specific sales rep to contact them instantly. The more you wait, the higher are the chances of losing a sales lead. As per research the odds of making contact drop by 3000x if the first call is made 5 hours after lead submission.
4. Leads qualification
In this stage of the lead management process, the leads are analyzed to find out if they are worth your precious time or not. Here you segment and prioritize the leads so that the most valuable ones can be pursued first and the low qualified can be eliminated at the right time. Lead qualification help in understanding the buyer’s intent if they are interested in purchasing your product or not.
For instance, on tracking the emails, you get to know that a potential buyer isn’t even opening your email. You tried several times but failed to get a response. So, in this case, there are chances that the buyer might not be interested in dealing with you. Based on the behavior patterns you can qualify a lead and take them to the next stage.
Few leads might be interested in your solution, but they still have the cloud of doubt hovering over them. Such leads need to be gradually nurtured using the right tactics. The experience you provide can positively impact their decisions and give them reasons to mull over your product or service. So, pay extra attention to this stage of the lead management process and take all the necessary steps required to nurture the lead.
Follow-up on time
Personalize the emails
Create targeted content
Educate them through newsletter and blogs
Create content around the buyer’s pain points
Lead management best practices
For succeeding in sales, you need to try every method, strategy, tactics, and practices available. Following a lead management process isn’t enough, you need to find out the perfect ways of doing it. Here are lead management best practices for getting the most out of your efforts.
1. Have a singular understanding of lead
There needs to be a single definition of a lead that all the teams of the organization understands and follows. Most the leads that reach the sales team aren’t acted upon; either because they aren’t assigned to the right person or the leads are not prepared to engage yet. Just because someone expressed an interest in your product/ service that doesn’t mean they are ready to interact with the sales rep.
The sales and the other teams of the organization need to understand the thin line between suspect and lead. The marketing team should know when a suspect becomes lead and is ready to be passed on to the sales team. The right timing is essential in sales for increasing conversions.
2. Regularly updating the status of the lead
For successful lead management, it is requisite to update the status of the lead. Following a formalized process can augment productivity and minimize inefficiencies. Most of the sales reps are in a rush, so they fail to update the status of the lead which results in unnecessary clutter. Though this task might seem time-consuming but it’s worth the effort as you can understand which leads need immediate attention, and which needs to be removed from the funnel.
3. Aligning sales and marketing team
Most of the time you might have seen the sales and marketing teams playing the blame game. The company loses many opportunities due to this dispute and indifference. Sales and marketing teams are two powerful entities that need to be united for boosting top line growth.
Bridge the communication gap between these two teams to ensure the right lead related information is shared and updated. The alignment makes the lead management process smooth and improves the level of engagement.
4. Measure everything
For an effective lead management process, ensure you are measuring everything you do. Use a CRM or others analytics tool to measure vital metrics like-
cost per lead
and size of the opportunity.
Based on the information gathered by analyzing these metrics you can refine your process, take informed decisions, and plan your strategy.
Salesmate CRM for better lead management
Increase the pace of your work by combining your skills with advanced technology. Software like Salesmate – lead management CRM can be of great help in managing your leads efficiently. It gives you control over your sales and aids in converting a lead.
With Salesmate CRM you can-
Capture and streamline the information of the leads
Automatically assign the leads to your team
Track the lead activities and get all necessary updates on-time
Create insightful reports for better lead management
Create sequence emails for engaging your leads and following up on-time
Maintain transparency between the teams with a centralized database
Records call and hear it later for understanding the buyer’s intent
Integrate with various other applications for working with more functionalities
Every company needs sales-ready leads. But you won’t get things by just ‘wanting’’ it; you need to work hard for it. Explore and experiment everything possible; try new tactics and strategies. Monitor your lead’s activities and keep them organized.
Seamless coordination between sales and marketing team is a must if you don’t want to lose your precious leads. Play your cards smartly by taking the right steps and converting leads will turn into an effortless task. Use the best lead management practices and technology to succeed. To see how salesmate can support your sales efforts and aid in managing leads you can try it for free.
The millennial have been running through all the business details of their favorite brands all over the internet. If they love Apple products, they will be following every social media feed that the company publishes on their social media page. But this is not a one-way process! These businesses realized the potential their present customer base has in building new customers and hence they have been engaging the customers with attractive feeds.
Be it offers, new launches, customer appreciation tweets or a grand yearly sales event, businesses are engaging their customers daily. And their motive is to turn these customers into brand promoters.
What is contact management?
Contact management for any business is the process of storing and managing your customers or leads information such as —
Tracking or managing a large customer base gets quite confusing and many times businesses are not able to reach too many customers in time; resulting in losing customers to the competition. An automated contact management system becomes a boon for providing seamless contact management.
An automated contact management system is useful in:
Tracking customer activities
Adding new updates in the contact information
Managing contact and conversation history
Limitations faced by contact management software users
Modern contact management software comes with built-in email clients and tools for making the whole process smooth. Despite all the technical advances, many businesses find their systems miss managing a simple contact database.
In the past decade, technology has evolved, merging sales management and contact management software. Such a unified process enable sales reps in capturing a wide range of sales and customer data.
Why is contact management important for businesses?
An effective contact management allows business owners to move their leads through a convenient buyer journey and end up as a successful closure.
Be it a new lead or a loyal customer, contact management enables managers and sales professionals in communicating with them at the correct time for maximizing business opportunities.
Prioritizing customer relationships at the centre of your business process
As we said, you need to carve promoters out from your customer base and it can be done if correct measures are taken at the right time. You can do so by providing attention and support to your customers by going out of your way for them.
Previously, customers were considered as a part of a number!
Their contact details were a database that mattered when the business needed to make inquiry of replenishing the stock.
Today, they have made it to the top priority list for every business owner.
The seamless access to all the vital customer information allows them to stay in touch with them and get their feedback for providing better services.
For staying at par with the changing business scenario, vendors came out with sales CRM that could utilize a contact management system, fuse them with sales activity and deal tracking. This allows business owners and managers to know every detail of their sales campaigns.
Once these details get compiled into visually insightful reports, they are used for creating future campaigns that will attract more customers. You can track
customer and deal related activity
sales & marketing campaign performance
your sales teams’ performance
With the shareable data enabled within a sales CRM, users can easily take data-driven actions regarding their follow-up activity. The best part is that due to its transparent sharing options, doubts, mismanagement, and wrong follow-ups can be thrown out of the business process, conveniently.
Get your contacts organized with Salesmate
Feature rich and best suited CRM for small businesses
The most amazing benefit of letting a CRM manage contact for you is that you can provide your customers with an excellent service that will build stronger and loyal customer relationships.
Customer and brand promoter – Difference!
Getting loyal customers onboard is just like achieving touchdown after running those 100 long yards! Yes, as a sales rep you would agree that it takes a lot more than following up on time. You have to create a relationship with your customers that goes beyond the traditional ways of sales.
There is a thin line that differentiates a loyal customer and a promoter of your product out of loyalty!
A buyer who uses your solution for overcoming the hurdles he has been facing till now but once the work is done they don’t generally bother to spread the word of mouth amongst their circle.
Even regular customers are not to be mistaken for a promoter, because you need to carve up a promoter from the mass of your loyal customer base.
A buyer who understands the work you are doing and appreciates that you have made efforts in providing this solution to the audience.
Encourages his community by using your product.
Provides positive feedback about your solution and post it over his social circle via pages, blogs, forums, and other such sites.
Makes defending statements so that people understand that negative feedback are circumstantial.
Every business depends on loyal customers, but they need loyal promoters too as they are the link between them and the new customers.
How CRM can be used for seamless contact management
Traditional contact management system allows users to track:
detailed customers address information
additional information, customer position
sales rep information
A CRM (Customer Relationship Management) is an advanced sales tool that elevates sales and marketing capabilities of a business.
Provide a connected customer experience
Typically CRM systems manage relationships with
Sales CRM allows users to
schedule events, and meetings,
move prospects through the sales funnel,
create sales and marketing email lists, and
categorize prospects and customers.
In short, a CRM tool helps your business manage its
sales cycles, and
A sales CRM can be used for engaging customers using multiple channels. With profile enrichment, users can enhance the information of their stored contacts with their social information.
Understanding your customers traits helps in developing precise strategies that can be used for engaging them and pushing them forward towards being promoters of your business.
Tracking customers feedback using CRM and providing solutions to them on the spot is now easier.
With intuitive integrations, you can synchronize your CRM with your social media accounts and never need to hop between tabs for fetching the required customer information.
Provide seamless service to your customers across multiple channels
The customer satisfaction level plummets if they have a few bad experiences with your company over various channels of communication.
Communication is the ultimate key to creating successful promoters!
Make it easy for customers to establish communication with your business across channels.
How quickly customers find your products or services online?
How do they find the product that meets their needs?
How much time does it take for them to make a purchase from you?
Is your sales process frictionless?
Do you have a customer helpline?
What’s the typical waiting time?
How fast is your web or mail response rate?
Do you have 24/7 chat support?
Test out the interactions with yourself posing as a customer. You will find the minute lapses that occur while handling customer queries. This way rectification in your process of handling customer queries gets resolved and you push the customer one step further towards becoming a promoter.
Eliminate gaps between customer and employees!
Involving your employees in your sales and support process allows you to get useful insights into the gaps that are present while delivering a great customer experience.
Understand the customer’s expectation and give a proper response to their feedback. This will allow employees to rectify any flaws they might have in their way of handling customers.
Doing so will make customers aware that the company loves interacting with its customers base and will develop a greater promoter bond for the future.
Rework customer service metrics
Common metrics for the assessment of customer satisfaction
average call handling time,
agent quality scores, and
the cost to serve a customer
Based on these metrics, businesses can decide how much does the customer like talking to them and how quickly their support team resolves the issues, without costing too much money to the company.
If you start cultivating a work culture that is obsessed with customer satisfaction, then you will gain significant speed and revenue generation in the market.
The aforementioned customer satisfaction assessments provide an excellent base for measuring customer satisfaction and loyalty. Using this base, companies can set better goals for their support agents as well as the promoters.
Promoters are the brand ambassadors of your business who love your solution and boast about it over different social channels and mediums. Keeping them happy and satisfied with small perks and benefits makes them loyal towards you.
conduct monthly customer surveys
publish their results.
communicate with your customers regularly
Automation is the key! Reaching out to a large contact database manually is exhausting and time-consuming. Salesmate CRM is the smart sales tool that uses its sales intelligence to keep you up to speed with your daily sales activities.
You can set reminders, automate emails, schedule calls and much more to satisfy the customers. Send them emails asking for their feedback, send newsletters of your solution, mention extra discounts for their time with you etc.
Salesmate comes with various features that allow your sales team to be efficient in not just sales but also in support. With the amazing set of features, this CRM tool is a must have for every small and mid-size business. We are open to your queries regarding Salesmate, feel free to get in touch anytime.