Customer Relationship Management (CRM) needs to evolve. The problems with CRM are the terms “Customer” and “Management.” The term customer describes an external buyer, client, consumer, etc. CRM traditionally only focuses on the customer and ignores your company’s internal customer: your salesperson. Ignoring the needs of salespeople drastically diminishes usage of a CRM tool. Additionally, attempting to manage your customers is a dated concept that fails consistently. People in today’s world refuse to be managed, now people have more control than ever because they have more choices than ever.
As a business owner, you need your team really involved with your CRM platform. But why would your sales team use a tool if it doesn’t take their needs into consideration and customers are refusing to behave as expected? In other words, why would they use it if it doesn’t work?
In order to get usage and adoption, your CRM needs to be more… It needs to recognize relationships inside and outside the organization. It needs to engage not manage those relationships. It needs to be a Relationship Engagement Platform (REP). Companies that win will be those that engage their customers (internal and external). And they must begin now.
This webinar will teach you the value Relationship Engagement brings to your bottom line and will help you understand how to increase adoption of your CRM platform.