You use SuperOffice CRM to help you manage your company’s relationships and interactions with existing and potential customers. You use it also to optimize your business processes and manage your business better.
But your business changes, as well as your work processes. And what about your CRM?
If you’ve been using SuperOffice CRM for a long time, it might be that it no longer fully reflects your current business strategy. This might even happen if you configured it to be a perfect fit for your business when you first got it.
The transformation that your business is undergoing might not even be that huge for you to even start considering adjustments to your CRM system. However, if you move forward with your business, but fail to adopt the CRM system to your current needs, it can become a burden in achieving your goals.
What happens if you change and your CRM stays the same?
If your business is experiencing changes but you don’t reflect and define them in SuperOffice, here are some of the things that might happen.
First of all, it reduces the productivity. If the system is not tailored to your current business needs it is becoming hard to use. Your staff might waste time while struggling to find the right way to do things.
If the users find the system hard to use, they may start to avoid using it. This, as a consequence, might lead to the lack of data in your CRM on your customers and interactions with them, or data is going to be inaccurate.
And that’s the bottom line. The data quality suffers. And your CRM is only as good as the data it contains.
If you notice that you’ve started struggling while using your CRM, it doesn’t mean you need to look for a new solution. It’s simply a sign that your SuperOffice CRM needs some fine-tuning.
What signals that your CRM needs an update?
There are many situations which may lead to some modifications of your CRM solution. Here are the most common which call for some adjustments in SuperOffice CRM:
1. New type of customers or new offerings
Let’s say you started working with a new type of customers. For example, you mostly work with small and middle-sized companies, but recently started to target big enterprises as well. It might also happen that your company is switching or expanding to other industries.
For example, you may notice a group of customers – emerging within the existing ones – that requires a different categorization, as you interact with them differently than with the rest of your customers.
When the new type of customers emerge, it means that you have to deal with a new segment that has to be targeted differently. Without any doubt, this is a development that is necessary to distinguish in SuperOffice as a new customer industry, category or role. How to edit lists
If you’ve always worked with one type of products, but your company changed their profile and started offering additional products or services; this definitely calls for reconfiguring your CRM system.
2. New type of activities or processes
Naturally, if you have a new segment of customers or additional products or services, this change is followed by new types of activities or some modifications in your sales process. You might even want to consider having a totally different sales process for your new types of customers or services.
For example, ways you interact with small sized companies and big enterprises may and should differ – different steps, stages and actions are required to move your sales forward. This also applies to the process of selling products compared to the steps you take to sell services.
Even if you continue to work with the same segments of customers, it is possible that the ways you interact with them change from time to time.
Let’s say a few years ago you used to start your sales process with cold calling, but now you also generate new leads through email campaigns or your website. This should be defined in SuperOffice CRM under the sales guide as a new stage and new type of activity, to make it easy for everyone to update their sales information.
3. New patterns of targeting
The customer information you choose to gather and register in your CRM is essential for your marketing and sales efforts. Relying on the detailed and well-aimed customer data enables you to target accurately – and your CRM is the main tool for that.
If your company started to send monthly newsletters, wouldn’t it be useful to have a checkbox to know for sure if your customer is interested in receiving new product offerings?
What if your marketing efforts depend on the region your customer is residing or other factors? After you decide on all the criteria that are important to you to segment your customers, you surely would want to set it up in SuperOffice CRM, for example under the Contact card as Interests.
4. New ways of measuring and improving your team’s performance
You keep track of certain sets of numbers and data in SuperOffice. These are the foundation for measuring the performance and success of your team.
Depending on the goals you set for your employees, the indicators according to which you measure their achievements may vary from time to time. And SuperOffice CRM should reflect those changes so that your measurement of your team’s KPIs would be simple, accurate, and there when you need it.
In addition, by analyzing your team’s performance you might see that they are facing some challenges, let’s say they tend to forget to follow up. In this case, you might want to set some new modules in SuperOffice, such as SAINT, to alert them not to forget to contact their customers when the time comes.
5. New functions within your company
As your company grows, so does your customer base. And you feel that you need to optimize the ways you provide service to your customers. In this case, you might consider updating your SuperOffice with a new Service plan.
If you still continue to send your customers e-mails through Outlook, but feel that it no longer supports your email marketing activities, you might want to switch to the SuperOffice Marketing plan.
Also, tuning up your SuperOffice solution with mobile Pocket CRM might be a good idea if you have your staff often on the road and outside the office.
The bottom line – you are not stuck with the SuperOffice solution you started using! It can easily reflect any change your company is facing now.
Conclusion
When you first started using SuperOffice it was tailored to your previous needs and processes. But as your business grows and changes, your CRM should follow this development step by step.
If you are struggling with the current SuperOffice solution, it’s a sign that you’ve changed and if the changes are not reflected in the CRM system you can start to feel some limitations.
However, these challenges are easily solved by customizing your SuperOffice solution as the system is flexible and simple to modify to fit your current requirements.
The most important thing to remember: You don’t have to adapt your processes to SuperOffice CRM. It’s SuperOffice CRM that can easily be adjusted to support your business efforts as often as you need it.