System #2: Customer Relationship Management
The customer relationship management system refers to the way you take care of your current customers. It may be the way that you process their intake into doing new business with you. It’s about how you provide here and service once your clients have already paid or invested in your services. Ultimately the goal is for prospects to become clients and eventually to become raving fans for your business. This happens when you treat current clients or fans very well.
How do you deliver on the promises that you make in your brand. Does it require a lot of manual labor? Can you automate delivery of your services? Can you set up systems with the click of a button that will accept payment and deliver on the promise? If you’re conducting a coaching group is there self-service function word new clients can go and access their profiles, pay an invoice, create a support case? This is all part of delivering on your brand promises.
When you have easy tools and systems in place it’s much easier for your clients to rave about your services and to refer others to them as well. A great service experience can immediately expand your level of influence and authority.
I am a huge fan of Customer Relationship Management systems (CRM). CRMs were like a dream come true because I was tired of manually tracking loose pieces of paper, sticky notes, e-mails that flooded my inbox from people I worked with. A solid CRM can manage projects, automate your billing, and make it easy for you to find essential correspondence between you and the customer. Examples of great CRMs to research for your business include BaseCamp, Salesforce, Capsule CRM, and WorkEtc.
Another part of the relationship management, however, involves your approach to follow-up. Send Out Cards is a simple but highly distinctive way to show your clients you care. I purchased an account with the company years ago but did not realize the power of the program until I used it to mail personalized postcards to members of a course I was teaching online. It really made an impact with my clients to receive a special thank you from the right at their doorstep.
Trust me, in this age of Internet marketing a postcard or greeting card will help you stand out from the crowd. It will also help to solidify the emotional connection with your customer, which has the potential to generate more sales. Besides, sales are really about creating a personal experience for the buyer.
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About the Author: Tanya Smith is a creative business strategist specializing in showing coaches, consultants and freelancers how to spend more time making money with simple, yet profitable marketing systems. Her company Be Promotable provides clients with fresh actionable strategies and virtual resources to promote their small businesses as power players in their market. Claim your instant access to a free 10 part ecourse, 10 Ways To Grow Your List at: www.bepromotable.com.