In the day-to-day life of a salesperson there are multiple moments where we need to act fast with the right information. This is complicated when we have decentralized information in different tools and Excels.

What can go wrong? When data is divided and disorganized, important information can be lost, wrong decisions can be made, and poor customer service and management can occur.

What do our customers want? They don't want us to know them like the back of our hands, they don't want us to repeat their needs, they want us to remember their situation completely. 

So, in order to provide good service and not lose sales opportunities, we need access to complete and orderly customer information, quickly, to be able to make decisions and advise our customers.

A CRM can give you everything you need when you need it. To put this statement to the test...

Here are 5 situations where a CRM saves the day:

1. Misunderstanding with a customer

Situations that we deeply hate, a dissatisfied customer due to a misunderstanding. Beyond the recommendations to avoid them, such as not solving long problems via e-mail, clarifying everything point by point, holding meetings or calls, always asking if they have questions, providing all the information and not just a part of it, among others. It is also possible that someday this situation may arise. Better be prepared!

Let's imagine that a customer tells you that they were promised a benefit when they signed up, but you don't provide these types of benefits. How do you prove it? With the CRM.

Inside Zoho CRMFor example, you have the possibility to access all the email exchanges between the customer and the various employees of your company, see what was recorded in notes during the exchange and the phone calls that have been made with the comments.

Note: If you have IP Telephony, you can integrate it to the CRM and have access to the recording of these phone calls. 

Are you missing information? In addition, you can see all the changes that have been made to the customer or opportunity thanks to the chronological view it gives you.

2. We are going on vacation

When you take a few days off, you need to ensure that the opportunities you are pursuing are not put on hold until you return. 

If a customer is waiting for a response to an inquiry, is waiting for a proposal, or needs to be followed up to arrange a meeting or close a sale, we must ensure that these tasks are completed regardless of the salesperson's absence for a few days.

Thanks to the tasks and reminders you can assign other people an activity to perform so that they can serve the customer in the best way. In addition, you can tag them in notes and explain the context and details of the opportunity or customer. 

Clarification: The partner who is going to cover for you is going to be able to access all the necessary information in one place.

3. Incoming call 

You get a call and they say "Hi, this is Martin from DDH, I wanted to know if you were able to see the consultation I made on Monday". Let's face it, you don't remember Martin, nor the consultation, nor DDH. 

What do we do? The customer has to feel that they are the only one, that we understand them and remember their needs.

However, when dealing with many people and having several tasks, it is difficult to remember every opportunity(always work with tasks and reminders so as not to leave a client unanswered).

Then, log in to the CRM, search for the contact/opportunity and you're done 🙂 

You will already know everything you need to know. It's that easy!

In this way, we will be able to see what information you want, what questions you asked previously, where you are speaking to us from and adapt our conversation as best as possible to your wishes. 

4. New or contacted reader?

Do you receive an email and you don't know if it has been contacted or not? Or, does a new lead come in through a form or WhatsApp and you don't know if it has been contacted?

Well, this is very simple. You go into the CRM, look for the contact and if it appears as "New" it was not contacted. If the person was attended by another salesperson, the status should be changed to "Contacted". This way, you can avoid problems such as contacting the same person twice, showing disorganization and mismanagement in the company. We don't want that!

5. Team-led opportunity

What happens when an opportunity is handled by more than one person? On certain occasions, as they are important opportunities or at the client's request, they are worked by more than one person.

This means that there may be communications where you are not included, for example. 

This is solved with... a CRM. Since it allows each of its members to understand the status of each part of the process, customer or general. Along with the exchange of emails, phone calls and notes with more information. 

In conclusion, it can improve the company's internal communication, making everyone work unified and providing a personalized and perfect service.

In addition, Zoho CRM allows you to mold it to your business, with a personalized user experience and clear and efficient reports to know how your company is growing and what needs to be improved.

Are you ready to provide the best possible service to your customers? Do you have questions? Our team of Zoho specialists can help you 😉 Contact us!