How You Can Streamline Your Business Process Management (BPM) with Complete CRM
As a small business owner, you'll probably agree that one of your main challenges is managing business processes. Small businesses often lack the resources or time to build out defined business process strategies. They rely on good hires to build out processes, but rarely ever develop a blueprint for business process management. While this might work for a micro-business, a lack of business process management can lead to significant inefficiencies, a decrease in productivity, and overall revenue generation.
In today’s competitive business environment, it's necessary to not only define a plan for your business process but also invest in key technologies to help you put your strategies into action. CRM (customer relationship management) paired with BPM can help you create effective internal strategies that result in better business results.
Here's how you can streamline BPM with Complete CRM, along with how GreenRope can help.
WHAT IS BUSINESS PROCESS MANAGEMENT AND WHY IS IT IMPORTANT?
Put simply, business process management (BPM) is the procedure for analyzing a business process as a whole as well as individually. In other words, this process reviews the transfer of value between a company and the customer. It examines sales, marketing, and operations as separate entities, but then takes into account how they function together - if they are functioning together at all.
BPM is extremely important for businesses. Besides reviewing productivity, business process management has the goal of making your organization more productive. As a result, you're more equipped to provide a better customer experience, while increasing your revenue.
What's more, BPM builds a framework for ongoing improvement so that your business is more efficient and eliminates silos. In a business, a silo is a term used for business divisions that work independently and do not share information. It can also mean individual workers who hoard data for their own benefit. Silos are incredibly dangerous for any organization. Fragmented data results in fragmented customer experiences. It also creates an internal struggle - a struggle for realtime, up-to-date data.
There are many perks to a collaborative and silo-free organization, such as having all your employees use the same standards. BPM also gets rid of non-value process steps. Results can be predicted with greater accuracy. Another benefit is that discrepancies and bottlenecks can be easily detected and fixed.
WHY IS CRM (SPECIFICALLY COMPLETE CRM) CRITICAL IN BPM?
Most likely, you've heard about Complete CRM but may not understand what it means. In simple terms, Complete CRM is a newer kind of software that combines marketing, sales, customer service, and operations into one database. This gives you a complete or 360-degree overview of your business and your customers without having to pay for another system.
Thus, Complete CRM has all your team logs integrated into a single platform. Each individual employee is given specific access and features, in addition to real-time, updated data needed for carrying out their assignments more effectively. By allowing each member of your team to log into and work in the same system, you can have better accountability and increased collaboration. Also, there's more transparency within your business. This removes the need for importing and/or exporting data from systems not communicating with each other. Plus, you don't have to worry about expensive outside or third-party upkeep.
Integrated software, like GreenRope, helps break down silos so you have a better flow of information between departments. This open flow of information improves communication and enables you to view your business process as a whole, rather than in fragments.
STEPS TO ESTABLISH A BUSINESS PROCESS:
- Step 1: Evaluate your current business process - Break down the process piece by piece, department by department. You will want to write down both what happens internally as well as customer-facing.
- Questions to ask yourself during the evaluation process:
- How do sales process and respond to leads?
- What does your sales funnel look like? Who understands your customer lifecycle?
- What happens when a lead comes into your database?
- What marketing campaigns exist at each stage of the funnel and what are your most effective marketing tactics?
- How do sales and marketing teams share data? Are they meeting regularly to review lead generation, quality, and other efforts that directly impact one another?
- What is your customer service process? How do inquiries come in and how are they handled and followed up with?
- What does your internal team management look like? How do you ensure accountability amongst your team? Do you have project management? How do your employees communicate with each other?
- What reporting is currently in place to track performance?
- What systems are in place to collect, manage, and use insightful data?
- Step 2: Design your process and model it - Once you have written down your business processes, you can identify holes in your current structure and find ways to improve and optimize both the way your teams work together as well as how the customer engages with your brand at different stages. You can use a tool like www.journeyflow.com to map out your different processes before you start to build them.
Download our free process worksheet template here.
Additional Resources:
How to Develop a Sales Pipeline
Easy Steps to Create a Customer Journey Map
- Step 3: Execute or build it - Put your newly designed process into practice. At first, use only a small group to test it. Later, you can open it up to everyone else. But for sensitive data, be sure you restrict access.
- GreenRope tools to help you implement BPM:
- Workflows
- Customer journeys
- User-defined fields
- Lead scoring
- Opportunities
- Custom dashboards
- Website tracking
- Campaign tracking
- Quoting/invoicing
- Documents & esignatures
- Emailer/EasyBuilder
- Surveys
- Customer support ticketing
- Step 4: Monitor, review and optimize - Make any needed changes, using the proper metrics for identifying progress and measuring efficiency. Find and correct any bottlenecks.
Click here to learn more about optimizing your marketing campaigns.
OTHER CONSIDERATIONS AND WARNINGS
- There are several factors that BPM inspects, which include technology, organization, structure, marketing process, sales process, customer service process, and how the various departments work together.
- Companies that fail to invest in BPM can suffer from several consequences, such as wasted time and resources. Another drawback is a lack of efficiency. They can also lack data and accountability.
THE BOTTOM LINE
- Complete CRM is critical if you want to create a solid BPM strategy.
- When business processes remain unsystematized and unorganized, chaos can result. As a result, employees can become demoralized, and revenues suffer.
GreenRope is the world's first Complete CRM system. We have all the tools needed for your team to manage and execute strategies on a single platform. For more information on how GreenRope can help you drive your BPM strategy, contact us.
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