Is a good CRM an expense or an investment? Can it help generate millions in revenue because you have the data needed to get more of what you want?
Well, you can leave this blog post if you don’t want to high a high-touch approach with your customers and you’re not prioritizing Revenue Retention for your business.
Also if you don’t mind having a reactive approach to customer success that only deals with problems, and escalations when they arise, you don’t need a dedicated CRM for customer success.
On the other end, if you want to have a real partnership with your clients, and you’re really focused on having a dedicated Customer Success team, you need something that’s built for that, and not a Sales and Marketing CRM tool.
If this is you, the day has come when we open the door to talk about real CRM tracking for Customer success. We’re not talking about simple spreadsheets or another marketing and sales pipeline.
We’re talking about one that was created and made for Agencies, Coaches, and Consultants that will help you make the customer success department a profit center.
It’s like your car dashboard where you know if everything is okay, if you need to put gas (or charge it if you went Tesla fancy), and if something needs to be fixed or replaced.
What I’m looking for when I think about a CRM that tracks loyalty?
- It must save my team time
- It should help me personalize my client experience
- I want to know where my clients are in their journey
- It should help increase product consumption/adoption
- It should track renewals
- And last but least, this should help me with reporting and quality control management
And a possible another one that I didn’t add… Making sure it’s not overwhelming! 😀
How to increase backend revenue with CRM for customer success
Takeaways
Things are changing fast. It’s not just about the tangible results client get from working with you, it’s all about relationships.
I want to know at any point in time how many of my clients are bought in and engaged. The more bought-in they are, the higher the probability they will cross the finish line and end up renewing with me.
I want to make sure your CRM can include ways to track milestones, touchpoints, and wins. This is the easiest way to find the perfect time to collect testimonials and ask for referrals.
So if you go back and implement all of the above, make sure you double down on holding your customer success team accountable like you would do for your sales team. They own the biggest part of the responsibility around renewals and upgrades!
Being able to track all of this while knowing we have the capacity to handle retention and future new customer growth, is key for a healthy business.
If you want us to install this system for you, click here and we will explain how it works and how you can get it done in around 14 days.
Talk soon,
Jay
