ELEVATE YOUR CUSTOMER EXPERIENCE USING A CRM PLATFORM

It is time for some brutal honesty. Even if you are a total genius at what you do, if clients and customers do not have a good experience working with you, you will face real challenges growing your business.

Of course, developing a client process and getting a firm handle on how you are going to communicate with customers is a difficult task when you are just starting a business.

This can be particularly challenging, especially when you are already wearing multiple hats, working with limited resources, and constantly changing your mind about everything.

That first year or two is hard work, and things constantly feel like they are in flux. So, it is often easier and feels like the smarter plan to leave the client management side of things loose and flexible until you find your groove and have enough customers that you, yourself, need a better system for handling them all.

However, we are here to say that it is never actually too soon to start thinking about this. Because, in the end, how you communicate with customers and how they experience working with you will be the thing that helps your business thrive.

WHY DOES CUSTOMER COMMUNICATION & EXPERIENCE MATTER SO MUCH?

Just think about your purchasing habits and the businesses you work with. When things are confusing or vague, or you end up with more work because something was not communicated well, do you feel like giving that business another shot?

Maybe if it is someone you know, but if it is not, chances are you will be on the hunt for a new provider that is not such a pain to work with.

You have to remember that consumers are busy people, and convenience holds a high stature in society. So, when you throw roadblocks in front of people, even tiny ones, it can ultimately affect your revenue stream.

HOW CAN YOU IMPROVE YOUR COMMUNICATION & CUSTOMER EXPERIENCE?

The best way to handle your communications and experience is to invest in a client relationship management (CRM) platform.

It might feel unnecessary at first; you may not know what you actually need out of one yet or have enough customers to justify the cost after all. Thankfully, the world has changed somewhat, and investing in a CRM platform does not have to be a considerable commitment.

With free options out there and most providers offering monthly rates and cancel ‘anytime’ contracts,

it suddenly becomes a lot easier to bite the bullet, test things out for a while, and move on if it is not working for you.

Obviously, there is a time investment transferring over data if you decide to switch services down the road but, when you are small, this is often negligible, so you do not need to put the whole thing off for that one reason.

WHAT DO CRM PLATFORMS ACTUALLY DO?

Every platform has its own distinctive features, but in a nutshell, a CRM is a database where you can keep all of your clients information and track their interactions with your business.

It becomes the central depository for all of your quotes, invoices, intake forms, emails, and other customer documents and keeps things organized so you can access everything with ease. It will tell you when a customer has opened a proposal or paid an invoice and let you create automated workflows, so you do not have to personally manage every single interaction (like sending an acknowledgment email whenever someone submits something).

It can even allow you to track leads, forecast sales, alert you to opportunities for cross-promotion, and provide analytics to make data-driven decisions for your business.

A CRM can do a lot and, if you had not already noticed, it is not just the customer who benefits from you having one. A CRM will reduce your workload too.

CAN YOU RECOMMEND A CRM?

If you are looking for a free option, look no further than HubSpot’s CRM. Its base features are incredibly robust, and as you grow, you can always add on some of their other services like their Marketing Hub or their Sales Hub for expanded functionality.

When we first started our business, we used 17 Hats, which is an excellent entry-level CRM for small businesses or solopreneurs.

After growing a bit, we use Dubsado, which, full disclosure, we love so much that we became an affiliate. If you like it too, you can use the code ‘designbuildgrow’ at the link provided to get 20% off your first month or year!

If none of those seem right for you, start Googling because there are many great options out there.

Because, in the end, how you communicate with customers and how they experience working with you will be the thing that helps

your business thrive.