CSI for Your CRM

Nov 15, 2017 | General

CSI for Your CRM

Sometimes the use of your CRM is absolutely criminal! It’s a good idea to keep a close watch on exactly how your team is using the CRM to complete daily tasks. What tasks are they handling manually and why? How could the system be improved to create a more efficient workflow – and improved efficiency?

Approach your CRM like a detective:

  1. Define the problem or goal. Maybe you are seeing an increase in customer service inquiries, or maybe you’d like to see improved sales efficiency.
  2. Investigate. Did your customer service inquiries spike at a certain point in time? Look back to see what changed in the sales fulfillment process. If you are driving for improved sales, dissect the workday of your sales force. How exactly are they spending a typical day? How does your sales team choose which prospects to spend time on? How much time is spent on administrative tasks (such as communicating with internal staff, filling out expense reports, mapping each day’s sales calls) vs. productive selling activities?
  3. Solve the case. Improve customer service by addressing the issues you discovered. Improve your sales efficiency by automating administrative activities to allow for more selling time.

By studying the habits of your team and challenging the “that’s the way we’ve always done it” mentality when you come across it, you’ll create a more streamlined, efficient process. And, although some team members may complain initially, in the long run they will appreciate dealing with fewer customer service issues or making more sales!

Let AspenTech CRM be your crack CSI team for your CRM. If you have certain problems you’d like to address, or business goals you’d like to tackle, we can work with your team to create a robust customer- centric system. Give us a call and let’s get started!  (866) 880-4228