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Should your Small Business Use an Online CRM?

Loretta Jones
Loretta Jones

Many small and medium sized businesses shy away from using a customer relationship management (CRM) system because they think it's too complicated or it it won't add value. Neither is the case, and CRMs can add value to businesses of all sizes. On average a CRM delivers over $8 on every 1$ spent. If you're a business owner, how can you ignore that kind of return? Unfortunately, it seems that many folks are ignoring it, because according to a survey by discovery.org only 47% of businesses are using a CRM. Moral of the story, if you're not using a CRM, get on it!

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Should Your Small Business Use an Online CRM? Want to grow your business? Yes No Do you have an in-house CRM? Yes No Want better ROI for sales and marketing? Yes No Want to boost your bottom line? Yes No Want to up your game using social media? Yes No Intuitive customer service is often the deciding factor in customer sales. Is yours fast and friendly? Yes No Sources: [1] http://nucleusresearch.com/research/single/crm-pays-back-8-71-for-every-dollar-spent/ [2] http://www.slideshare.net/SathishMariappan/mobile-crm-6803102 [3] http://www.mycustomer.com/blogs-post/customer-service-trends-2014-forrester/166570 [4] http://customerthink.com/data_quality_number_one_concern_for_crm_adopters_survey_finds/ [5] http://www.trackvia.com/blog/infographics/crm-a-solution-for-success-infographic [6] Understanding Customers by Ruby Newell-Legner [7] http://hbr.org/ [8] http://about.americanexpress.com/news/docs/2012x/axp_2012gcsb_us.pdf [9] http://www.mediabistro.com/alltwitter/files/2014/05/social-media-CRM.png [10] http://www.mckinsey.com/insights/organization/the_moment_of_truth_in_customer_service [11] http://www.softwareadvice.com/crm/userview/report-2014/ - [12] http://www.forbes.com/sites/louiscolumbus/2013/06/18/gart ner-predicts-crm-will-be-a-36b-market-by-2017/ Are you sure? 65% of sales reps who work at companies that have adopted a mobile CRM have achieved their sales quotas [2] Great! CRM oers an average return of $8.71 for every $1 spent. [1] You're not alone. Up to 23.8% of respondents in a survey by DiscoverOrg are not using any CRM system. [4] Only 47% of all companies have CRM software. Moving to the cloud might be a wise decision. 40% of organizations have replaced all or most of their on-premise customer service applications with software-as-a-service solutions. [3] Nows the time to go social! 25% of Facebook and Twitter users expect a reply to their complaints via social media in less than 1 hour.[9] CRM can integrate your social media to help target your marketing. 52% of all marketers found a customer through Facebook in 2013, while 43% found a customer through LinkedIn last year. [4] Are your sales and marketing teams really that efficient? Advanced CRM technolog can increase sales from 10% to more than 30%. [7] Did you know CRM software drives down marketing and sales costs by 23%? [5] It costs 6 times more to attract a new customer than it does to keep an old one. [6] You might want to reconsider! 78% of consumers say they've bailed on a transaction or not made an intended purchase because of a poor customer service experience. [8] Sweet. 70% of buying experiences are based on how the customer feels they are being treated. [10] An online CRM helps you respond faster and smarter. YES An online small business CRM is definitely the right choice! An online CRM like Insightly allows you to get a clear picture of customer interaction at every point in the buy cycle, better integrate your sales and marketing teams, and bump up those profits. Go for it! NO You dont seem interested in growing your business. Bummer. Forecasts from Gartner anticipate that the cus-tomer relationship management market will be worth $36.4 billion. worldwide by 2017. [12] That's billion. With a B. Without a CRM, you won't have a piece of that. Oh well. Maybe youll get lucky and win the lottery. Good luck! Wow. Seriously? Not interested in making more money? Few businesses have no room for improvement. Integration, extension and collaboration are the major areas where ROI improvement can occur. [4] 67% of CRM users work in a company with 100 employees or less. [11]

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Should your Small Business Use an Online CRM?

  • 1. Should Your Small Business Use an Online CRM? Want to grow your business? Yes No Do you have an in-house CRM? Yes No Want better ROI for sales and marketing? Yes No Want to boost your bottom line? Yes No Want to up your game using social media? Yes No Intuitive customer service is often the deciding factor in customer sales. Is yours fast and friendly? Yes No Sources: [1] http://nucleusresearch.com/research/single/crm-pays-back-8-71-for-every-dollar-spent/ [2] http://www.slideshare.net/SathishMariappan/mobile-crm-6803102 [3] http://www.mycustomer.com/blogs-post/customer-service-trends-2014-forrester/166570 [4] http://customerthink.com/data_quality_number_one_concern_for_crm_adopters_survey_finds/ [5] http://www.trackvia.com/blog/infographics/crm-a-solution-for-success-infographic [6] Understanding Customers by Ruby Newell-Legner [7] http://hbr.org/ [8] http://about.americanexpress.com/news/docs/2012x/axp_2012gcsb_us.pdf [9] http://www.mediabistro.com/alltwitter/files/2014/05/social-media-CRM.png [10] http://www.mckinsey.com/insights/organization/the_moment_of_truth_in_customer_service [11] http://www.softwareadvice.com/crm/userview/report-2014/ - [12] http://www.forbes.com/sites/louiscolumbus/2013/06/18/gart ner-predicts-crm-will-be-a-36b-market-by-2017/ Are you sure? 65% of sales reps who work at companies that have adopted a mobile CRM have achieved their sales quotas [2] Great! CRM oers an average return of $8.71 for every $1 spent. [1] You're not alone. Up to 23.8% of respondents in a survey by DiscoverOrg are not using any CRM system. [4] Only 47% of all companies have CRM software. Moving to the cloud might be a wise decision. 40% of organizations have replaced all or most of their on-premise customer service applications with software-as-a-service solutions. [3] Nows the time to go social! 25% of Facebook and Twitter users expect a reply to their complaints via social media in less than 1 hour.[9] CRM can integrate your social media to help target your marketing. 52% of all marketers found a customer through Facebook in 2013, while 43% found a customer through LinkedIn last year. [4] Are your sales and marketing teams really that efficient? Advanced CRM technolog can increase sales from 10% to more than 30%. [7] Did you know CRM software drives down marketing and sales costs by 23%? [5] It costs 6 times more to attract a new customer than it does to keep an old one. [6] You might want to reconsider! 78% of consumers say they've bailed on a transaction or not made an intended purchase because of a poor customer service experience. [8] Sweet. 70% of buying experiences are based on how the customer feels they are being treated. [10] An online CRM helps you respond faster and smarter. YES An online small business CRM is definitely the right choice! An online CRM like Insightly allows you to get a clear picture of customer interaction at every point in the buy cycle, better integrate your sales and marketing teams, and bump up those profits. Go for it! NO You dont seem interested in growing your business. Bummer. Forecasts from Gartner anticipate that the cus-tomer relationship management market will be worth $36.4 billion. worldwide by 2017. [12] That's billion. With a B. Without a CRM, you won't have a piece of that. Oh well. Maybe youll get lucky and win the lottery. Good luck! Wow. Seriously? Not interested in making more money? Few businesses have no room for improvement. Integration, extension and collaboration are the major areas where ROI improvement can occur. [4] 67% of CRM users work in a company with 100 employees or less. [11]