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Total Cost of Ownership: What does it mean and how can you avoid costly, unsuccessful implementations.
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What is Complete CRM?
Introduction to Complete CRM, by GreenRope from GreenRope on Vimeo.
By Alessandra Gyben
By now, most businesses have heard of or implemented some sort of CRM (customer relationship management) strategy. While this is a great first start, a basic CRM system alone only covers a fraction of what a business needs to really level up and grow.
Why traditional CRM is not enough
A traditional CRM at its most basic level, is a place to organize and manage your contacts and daily follow-ups. Typically, they offer a contact record, possibly email integration, notes, tasks and/or crm activities and other basic functionality. While this may seem like plenty at the beginning stages of your CRM strategy, down the road you will find yourself needing and wanting more to accomplish more complex business initiatives.
Traditional CRM doesn’t include:
Just by looking at this short list of features, you can see how helpful these would be if integrated into your CRM. That’s why, at GreenRope, we are redefining CRM and introducing a new type of CRM solution called Complete CRM.
What is Complete CRM?
Complete CRM is a new kind of business solution that integrates sales, marketing AND customer service into one software package. This keeps you from having to purchase and integrate multiple different solutions to complete your technology stack. Instead, it’s already built in for you!
Complete CRM includes (all or most of these features):
Why Complete CRM is the best solution for growing businesses
A growing business is just that, growing. And, if you are growing, you are constantly evolving your business processes and expanding your efforts to meet your current list of needs and challenges.
As explained earlier in this post, a Complete CRM is a comprehensive business tool that includes sales, marketing, customer service and operations tools to help fully manage a business across all departments. By opening up the lines of communication and access to information, you're saving time and money, which is a huge asset to any business.
Complete CRM saves you hundreds (if not thousands) in TCO (total cost of ownership)
If you want to save hundreds and possibly even more on your technology stack, Complete CRM is your solution. Many companies purchase platforms that specialize or focus on one aspect of running a business, such as CRM, email marketing, project management, invoicing, customer journey mapping, surveys, etc. Imagine how much easier life would be if you had all of that in ONE system? That means, one login, one secure database and one solution that you entire team can get on board with.
When you keep it simple by investing in a Complete CRM, you avoid having to pay for all the other single function platforms. With all of your features in a single platform, you’re saving time by not setting up the integrations and getting your team trained in multiple platforms.
Click here for more information on TCO.
Complete CRM lets you easily align sales, marketing and customer service teams
One of the biggest pitfalls we see in business today is when your teams operate in silos. These silos create gaps in your internal process, which then reflect upon your overall customer experience.
Team alignment has never been more important, or easier to accomplish than today. Technology, like Complete CRM, makes it much easier to align your teams since everyone logs into the same platform, with permission-based access to the data needed to perform their duties.
Each department has a full 360-degree view of the customer, giving them more context into the relationship. They’re able to then tailor and personalize interactions with these leads and customers. This is incredibly important in our current competitive landscape.
When every person is working in the same system, there is more transparency into what teams are working on and their progress. Not to mention, the accountability that comes along with this transparency. Teams start coming together, understanding each department’s role and all working towards the same goal.
When each department is working in a different software, you lose a lot of collaboration and transparency into your business processes. Plus, you are limited with your level of integration and your ability to continuously keep data up-to-date.
Complete CRM helps you develop better, more comprehensive customer journeys
A customer journey starts when the contact first learns about your business, to the time they convert, and become a long-lasting customer. This means the customer journey spans departments, including sales, marketing, and customer service. Without these departments being tied together, there is no way of collaborating or sharing data. When this happens, the customer journey becomes fragmented and inefficient. Not to mention, unpleasant for the client.
Tying your departments together helps you visualize how clients move through your journey and how they interact with each department. This data helps businesses better determine how to strategically improve the customer journey to ensure a seamless flow and transitions throughout.
For example, if there are handoffs from marketing to sales, it’s important to strategically plan when these handoffs happen based on the leads level of engagement and behaviors. If you don’t have a system that allows departments to speak to each other, this contact could be caught in the awkward crosshairs, confused by the experience and next steps.
Steamline, automate and develop more efficient process for you and your clients with Complete CRM.
Complete CRM grows with you, so you don’t have to start again
Nobody really likes to start over, especially when you spent so much time (and money) investing in the platform you thought would be your forever partner. Unfortunately, many businesses have to go through this grueling process because they opt for what’s right now versus what’s right for the present AND the future.
Complete CRM, while seemingly robust at the beginning, is the type of platform that grows WITH you. You don’t have to implement everything all at once, but it gives you the ability to continue to evolve and build out your processes AS YOU GROW. Just like children’s clothing, a parent usually purchases a jacket one or two sizes bigger so the child can grow into the jacket and they don’t have to buy a brand new one each year. Random example, but similar concept.
Investing in a CRM that grows with you is a HUGE benefit. You will already have the features and functionality at your fingertips, ready to be implemented. Plus, your team is already familiar with the system, making training, onboarding and adoption poised for success.
Complete CRM brings your entire business management into a single software
Any business has a ton of moving parts. From sales to marketing to customer service and operations, there are so many day-to-day initiatives that take strategic planning and execution. Having ONE software instead of three, four, or even more can alleviate so many unnecessary headaches. While making your life more simple, you also save money, time and free up your resources to focus on the other important aspects of your business.
One software is beneficial, especially for small to mid-sized businesses because it helps consolidate data into one central database. When all of your data feeds into the same system, every department has access to realtime, accurate information. This helps each department better analyze efforts, identify key moments in the customer journey and develop strategic plans to enhance overall productivity, employee output and of course, the customer experience.
Moreover, when you do not have to pay for, learn and onboard multiple systems, it makes getting your team to actually use your systems, a lot easier and less strenuous. User adoption often fails because there are either too many systems and therefore too many disconnected processes, or because there is no proper training and/or onboarding. As the saying goes, “Jack of all trades, master of none.”
I know what you’re thinking, “But, isn’t that the same for a software with so much functionality?” The answer is, yes and no. Yes, because there are often many additional tools built into a complete CRM that may be more basic that the ‘best in class’, but functionally enough for the majority of businesses.
More importantly, the answer is really, no, when we are looking at growing small to mid-sized businesses. Why? A complete CRM takes the functionality of the best in class systems and puts it all together into one, clean, integrated solution.
Not convinced complete CRM is the right solution for your business? Try us.
See also, "Is Your MarTech Getting Too High" to see if your marketing stack is too high and ways to conquer your marketing mountain with a Complete CRM.
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