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Is It Time For Your Small Business To Take CRM Seriously?

Small Business CRM

Nothing is more important to a small business than creating and nurturing solid relationships with its customers and treating them in ways that lock in their loyalty for many years to come. But customer relationship management (CRM) is hard work and very time consuming without the right tools to tackle the challenge. Making that relationship easier to manage is the reason why multi-national software company SAP has developed SAP Digital CRM, an all-in-one solution that can centralize the administration and record keeping of the entire spectrum of customer engagement within a company.

You may think that your small business doesn’t need this kind of software; that you really know and understand your customers and their individual needs. While that may be true, that kind of thinking does limit your ability to expand your business while maintaining such high quality relationships.

So what are the signs that you need to make the move to a CRM solution?

  • If you are relying on personal memory to keep track of customers preferences and requests
  • If you do not have a system that tracks the current status of requests
  • And if your records are not accessible and shareable from any of your devices.

These are all common business challenges. It should be reassuring to know that there are software solutions out there that are easy to implement, and allow you to focus on your core strengths while maintaining the quality of relationship that you have worked so hard to develop.

Watch this video to get an insight into how SAP Digital CRM could work for you:

There are a number of key features of the solution which are worth highlighting that will really bring home the value of SAP Digital CRM to a small business owner. When each member of a team logs on, they are directed to a personalized homepage on their mobile device that displays all the relevant information for that day in a simple format. Appointments, pipelines, forecasting, to-do list – all are there in one easy-to-use view.

First-class service for customers is at the heart of SAP Digital CRM. The dashboard allows you to create tickets that manage all the customer queries in one place. Those tickets can be escalated, assigned to specific members, and commented on via notes all the way through. Furthermore, you can select activities that need to happen on each of the tickets, such as a follow-up call or a new task, and you can manage the status of the ticket constantly. Customers who receive proactive and effective service never forget it and are likely to remain loyal. A recent study by Twitter itself confirmed the widely held belief that responsive customer engagement leads to greater customer loyalty in meaningful ways. In the airline industry, a responsive tweet to a customer within the first six minutes after a query results in the customer willing to pay $20 more for service. Furthermore, a response to a negative tweet from a customer has resulted in a favorable perception from customers in 69% of cases.

There are massive opportunities for businesses who are willing and able to engage with prospects via Twitter. That’s why it is so beneficial that SAP Digital CRM can be attached to a company’s Twitter feed, in order to monitor and respond to customer queries or conversations around the brand, and even to escalate tickets that demand an urgent response from disgruntled consumers before they start badmouthing a brand to their followers. This is a simple, low-cost option that should be mandatory for any brand working in the digital space.

Read the Twitter blog on Responding to customers:

When it comes to generating and nurturing new leads, SAP Digital CRM makes it easier than ever. In order to keep growing you need to make sure that your message is being seen by the right people, and that you are ready to respond when prospective customers reach out. SAP Digital CRM lets you create targeted email campaigns, rank your leads in terms of any number of metrics and measure how effective your marketing campaign has been. And all this from a simple, all-in-one platform.

It’s no secret that happy, loyal customers are the foundation of any successful business. If you are ready to unleash your full potential, to steer your sales teams to greater heights and grow your business the way you’ve always dreamed of, then it’s time to consider a simple and effective way of making customer engagement central to everything that you do, while freeing you up to keep the business growing.

SAP Digital CRM is available for only $23 per user/month, and you can try it free for 30 days here, no credit card required. (10% on SAP Digital CRM Promo Code: DCRM10LIST)

Sponsored spotlight series by SAP

By Jeremy Daniel

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Jeremy Daniel Contributor
Technology Writer
Jeremy Daniel is an author, online marketing strategist and a firm believer in the transformative power of mobile technology for emerging markets. Jeremy has written across various media platforms since 2001, from television to advertising to print, and spends most of his time in the beautiful city of Cape Town, South Africa.
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