Published on September 9th, 2023
Strong customer relationships keep your small business alive. So managing them well is critical to your company’s success.
But how do you do this in an age where nearly everything’s online and constantly moving? Your initial contact with a customer may not be face-to-face. Plus, significant details may change from the first connection to today’s all-important meeting.
Customer relationship management software helps companies keep tabs on all aspects of the customer relationship, including communications. However, workplaces are becoming increasingly flexible and mobile.
As remote work arrangements overtake the water cooler norm, your team may not be in the same location. In fact, your growing company might be a 100% digital operation.
Mobile CRM apps can empower you to carry on, no matter where your team members work.
These solutions sync real-time client data, sales activities, and touchpoints from anywhere. Let’s explore four ways mobile CRM puts the power in small business owners’ hands.
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1. Streamlines The Flow Of Information
In companies, people may work in groups, but they all have individual jobs. Each person can get stuck in their bubble, churning away at the immediate tasks on their plate.
They control the information they’re handling but sometimes forget to share vital details with others.
An individual staff member may also get too busy to attend to data-sharing and reporting tasks promptly, causing data pipeline delays.
Yet the deal a sales rep closed a few days ago will impact accounting and customer service.
What if your salesperson got the client to sign remotely? They sent over the paperwork and received the final signatures, but nothing is tracking these activities.
The customer calls in to check when they can expect their first bill, but accounting knows nothing about the new client.
Without a CRM for small business, your support team members aren’t kept in the loop. They don’t know what to tell this new client because there’s no information for them to reference.
As far as the support team is concerned, this customer doesn’t exist yet. They have to backtrack, hunting for data they might not be successful in finding. With a mobile CRM, the relevant info would already be in the system.
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2. Nurtures Leads
Your company will experience challenges bringing in sales without leads. Mature lead nurturing processes produce 133% more sales revenue than merely average ones.
You’re behind the eight ball if you’re still tracking lead nurturing activities with spreadsheets.
You might capture names and last contact dates, but a spreadsheet can’t automate emails, record engagement levels, and measure conversions.
A mobile CRM captures everything from where leads come from to their most recent touchpoint. In a CRM, you can set up automated emails to send to prospects at different stages.
Say you generate leads from your website, in-person events, and social media. Your initial nurturing efforts may include a brief email confirming the person’s interest in your company’s products.
The first communication could contain links to online resources and email subscription forms. A CRM app tracks opened emails and clicked links.
When your team is out in the field, they can access engagement activity from their mobile device.
If they’re calling on a lead for a demo or follow-up, they can see what content prospects are engaging with. This data helps them tailor their communication by directing the conversation toward your leads’ needs.
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3. Manages Real-Time Customer Data
Most business owners want to minimize customer churn rates as much as possible. When these rates increase, it’s clients’ way of saying something’s wrong.
It might be your business model or your product. More than likely, however, it boils down to poor customer service.
Research shows that 70% of customers stop doing business with a company because of below-par service.
That can happen when you don’t have a solid way to manage client data. This information includes more than customers’ names, addresses, and phone numbers. Equally critical data points include what they’re buying and how they’re engaging with the company.
Imagine if a client bought one of your products today. Would you want to send an email or a sales rep to try to sell them the same item tomorrow? Probably not. Instead, you’d follow up with a how-to guide and other after-market support materials.
A mobile CRM solution ensures your small business is tracking real-time client data, allowing you to provide relevant customer service at the right time.
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4. Improves Productivity
Not having a single source of truth can lower team productivity fast. Establishing this source of truth with shared resources is particularly vital if your company operates under a remote-first model.
Without it, the team won’t communicate and collaborate well, and some employees may get fed up. You’ll lose valued contributors, whether they’re in-house employees or independent contractors.
More importantly, lowered productivity and turnover will negatively influence customers’ experiences.
A mobile CRM facilitates work between team members on the go. If someone needs to follow up on a customer request, they can see whom the client spoke to last.
Remote contributors will instantaneously size up what communications a customer has received, including automated emails. This information helps them adequately prepare their own outreach.
Details like these also enable team members to move client-facing tasks forward. Maybe a customer’s order is delayed, causing frustration.
Mobile CRM systems can keep tabs on product inventories and shipments. By accessing this data, an employee might see the item is on backorder and offer the customer different solutions.
A similar product may be available now, or the customer might be willing to wait patiently if they know the timeline.
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The Benefits Of A Mobile CRM
Customers are the heart of any business, but even more so for small companies looking to gain ground.
A mobile CRM is an instrumental tool in establishing a market advantage.
Having centralized customer data and communications means you can successfully execute service and marketing strategies from anywhere.
Feature Image Source: Andrea Piacquadio