Written by John Oechsle (former Swiftpage CEO)
The New Year to-do list for an Small-to-Medium Business (SMB) owner can be daunting. No doubt you’re thinking about myriad administrative and organizational needs relating to accounting and finance, staffing, your product and service roadmap for the year and more. In the course of all this productive planning, and as you look to build stronger relationships that drive ROI in 2020, consider how you’re responding to customer information.
Your patrons have shared their data all last year through clicks, subscriptions, customer service requests, sales inquiries and more — and now expect your business to be able to turn those interactions and touch points into a more targeted, holistic experience.
Small- to mid-sized businesses that cater to the right customers — and to enhancing the customer experience — can expect to see big gains. With CRM revenues at 39.5 billion dollars and growing, leaders are investing in this software to improve customer interactions that lead to sales.
From improved customer experiences to increased productivity, CRMs are on the rise for a reason and have become powerful and customizable enough to adapt to the needs of SMBs across industries. With that said, let’s take a closer look at what small businesses need to know when looking for a CRM — or evaluating their existing solution — in 2020.
CRMs Are Big With Small Businesses
Time to Act With Analytics
Experience is the New Journey
Reach For Cloud-Based Solutions
The Bottom Line
In 2020, an effective CRM can provide your SMB with an opportunity to proactively anticipate customer needs and guide the customer experience while streamlining and unifying disparate areas of the business. A CRM won’t solve all your problems, but the right CRM can lead to marked improvements throughout the business while positively contributing to bottom line growth in a variety of ways.
Get out there and find the right solution for your business’s growth in 2020!