3. Total view. How many times have you heard “that’s not my job” or “that’s not my department.” You had better hope that you don’t have someone like that in your organization. There are plenty of reasons this attitude surfaces. Maybe your employees don’t personally have the technical knowledge to answer the question. Maybe there are too many territorial disputes in your organization. Maybe that particular person is lazy. You need to fix these problems either through better training, better people or better technology – probably using all three.
To grow your business, you need a total view. You need to make sure anyone who interacts with customers in any way has a total view or at least knows where to go get the answers from someone who has that viewpoint. Through training and technology, you can make it happen.
4. Technology. Technology is making it increasingly easier to gather, store and interpret information about your customers. It has become popular in recent years to put in customer relationship management (CRM) systems. There are many prominent CRM systems and free CRM systems in the marketplace and it will take some time to evaluate what can work best for you. The best suited CRM system that I found was with an independent consultant on Bay Street who uses Google Groups to post new prospect information and updates on contact information and conversation notes. Everytime he talks to a prospect, he sends an email to the Group. Any time he needs information on a prospect or client, he searches the Google Group and all of the relevant information is there in one place.
There are many ways that your organization can transition to an online presence through a web portal or using email newsletter services to send out customized newsletters to each of your potential customers and current customers. You can also post video testimonials on your web site or on social media to show the world how satisfied your customers truly are.