How to Make Your Relationships with Your Customers Even Better!

How to Make Your Relationships with Your Customers Even Better!

By Kim Koster, Director of Product Marketing at Unanet

 

Customer Relationship Management (CRM) is simply a discipline that manages a company's interaction with current and potential customers. The reason companies are making CRM a priority is to improve overall relationships with customers, specifically to focus on customer retention (stickiness) and to drive sales growth. Tracking and documenting customer touches is a critical part of the overall discipline because fact-based data and the resultant analytics play a major role in understanding customers’ needs.

Let’s further discuss a customer touch. Traditionally we thought of a “touch” as a phone call or a face-to-face meeting or conference but there are so many other ways to touch a customer today – Webinars, White Papers, Blogs, Email, Your Company Website, LinkedIn, Facebook, Twitter, and Product Briefs, and other marketing materials. It is important to analyze all the available customer information/touches to understand the needs and pains of your customer. Understanding who (role, title, persona) is buying your product will help you truly understand the buyer’s journey, which in turn will lead to increased sales. “Sales” means not only the initial sale of product or service but should also include future upsales and renewals. Having a great relationship will build the trust your customers need to have to continue to partner with you. The overall buyer’s journey could literally last years and in some cases decades.

Your contacts are one of the most prized assets of your company so why would you trust them to silos of Excel spreadsheets or worse, post-it notes. CRM should be managed in a tool that accounts for the entire lifecycle of the project. Customer relations go from suspect, to prospect, to buyer, to customer (product and services), user of customer service, and then back to buyer again in an endless loop. Well it’s endless as long as you keep your customer delighted.

Because this loop is endless, you want a system that can track the entire the project lifecycle. A system that is not tracking the execution of the project does not truly cover the breadth of a successful CRM practice.   

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Illustration - The One Integrated Software for Pipeline, Projects, People & Financials

 

What are the Benefits of an integrated CRM Tool?:

  1. Instant access to prospects and customers in one central location
  2. Tracking of the buyer/customer journey through the entire project lifecycle
  3. Ability to analyze data and make good business decisions
  4. Study market trends and customer pains
  5. Understand future revenue potential and resource forecasts
  6. Access to a weighted forecast based on probability percentages
  7. Increased visibility and control over future financials – profit, revenue, growth, and new orders

 

Unanet was designed from the ground up with the entire project lifecycle in mind so it is not surprising that CRM is embedded in the ONE tool. Call us today to understand how we can help your business development and customer success teams today.    

"We selected the Unanet PSA product suite because it works, is simple to administer, and has rich functionality."- Brian MacDonald Director of Information Systems L-3 Communications Corporation
"I love Unanet! It is great that you can run a report and easily see who is available, what projects a person is assigned to, and how many hours people are charging."- Michelle Graffin Controller, Orbital Technologies
"Unanet billing is so great. I don't know why anyone wouldn't use this!"- Jackie York Controller, Quallion
Being able to see where we are on projects REAL TIME instead of waiting for Monday processing has made it much easier to let clients know exactly where we are with their projects. Unanet has set a higher standard for project reporting and there is more to come!. - Jenny Clark director, solvability

 

"With Unanet we reduced invoice processing time by 65%. All invoices are now delivered with 48 hours of period end." - Keith Mortier CEO, LunarLine