In our previous blog post we explained How to Become #1 In Lead Capturing from Marketplaces with CRM
. The main point for the whole idea was to speed up your communication with potential leads by implementing automatic IT solutions and a personal approach to communicating with your customers. Email parsing, automatic text messages, and phone calls from the CRM software will widely assist you with this task.
In this blog post, we would like to elaborate on the idea of the importance of working on customer satisfaction and managing your sales team within your CRM. There is no denying that integrating the CRM system is the beginning of the journey of improving and growing your business. First and foremost we recommend keeping a track on data you will receive from the system and make vital decisions based on this data.
And here is a case study from our project with Green Ductors
, the pioneer in customized CRM-solutions among our clients. We've already described their story of success in our case study "How to Scale Your Business in 2 Months?
" And today we would like to share with you how to organize high-quality communication between your sales reps and customers based on our insights from this project.
The main source of lead generation for Green Ductors is marketplaces such as Angie's List
, and HomeAdvisor
. And after lead parsing and automatic responses to the inquiries from these platforms been set, the company hired a manager for monitoring their marketing activity and the quality of working on inbound requests. We've discovered the vitality for creating a sales script and a training program for sales reps to follow it. A transparent policy of the quality management system in the company made possible to record and monitor all conversations between the sales team and clients, to organize a grading system for the quality of conversations, and to arrange a responsible person for that purpose. Using simple Excel Spreadsheets shared among all team facilitated in organizing more responsible and mindful communication with the clients.
Our consultants created a template that could be easily adjusted to any size of the business.