ACT! CRM CRM Marketing Repeat Sales Sales Selling Upselling Zoho CRM

Why should my Marketing Team use our CRM?

That’s a question I hear many times.  Usually the owner thinks all they need to do is send emails out of Microsoft Outlook.  Marketing’s main purpose is to get the company’s message out to the targeted groups of potential leads.  It can involve monthly newsletter emails, sales promotions, posting to groups and other resources to encourage potential leads to fill in a landing pages.

When marketing is working outside the CRM system they may not respond quickly to new lead inquiries and worse lose new leads.  The sales team has no idea what they are doing to generate new leads and until someone tells them there is a new lead they are losing valuable time to follow up and engage the new lead and close a sale.

Envision if you will an example of how they can work with the sales team in a CRM together.

A business sells red, blue and green widgets.  The business owner asks marketing to put together a new promotion next month of 10% off green widgets for new customer only pricing.  They open up the CRM’s integrated email campaign and marketing module to create an email campaign along with web forms for a new landing page promoting the new customer offer.

A landing page is created and the web form from the CRM is inserted.  They promote the landing page through Google Ad and keywords.  When a lead that fills out the web form they are automatically created in the CRM and a sales person is automatically assigned a task to follow up.  The new lead also gets a follow up email thanking them for their interest and additional information about the green widget product and the new customer offer.

Existing leads in the CRM system are assigned to a weekly email campaign for the month with the 10% off offer for new customers.  If a leads clicks on a link (call to action) then a sales person is immediately assigned a tack to call and they follow up to closed the new customer sale.

Based on the response rate to the landing page and emails sent they can generate a report to review with the owner and the sales team the new lead response rate and the increase percentage of new deals form the promotion.

Since the sales team and marketing are interacting in the CRM they can coordinate the responsiveness to the new leads together.

The sales team is expecting new leads to take advantage of the offer and are immediately responsive to the CRM system notifying them of the new leads.

The results are a higher return obtaining new customers than compared to separate systems that ae now working together.  Marketing and sales will be less frustrated with each other because the new leads didn’t fall thru the cracks of depending on human involvement to notify sales.

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In upcoming articles, we’ll help you understand more about a CRM, see if it’s right for you, and know what to look for in one. You’ll also learn what to expect and plan for if you decide to implement a CRM.

Marketing Repeat Sales Sales Selling Upselling

Teach Your Customers and they will Buy Again

Most businesses focus solely on attracting new customers. The fault in that sales process is you are not spending time retaining current and former customers. Your existing customers/clients are people you already know are good sales potential because they’ve already bought from you!

Changing your marketing process to include the time to market and sell new products to your existing customers and less time selling to new customers will increase sales and decrease cost of selling.

My 4 elements to use in retaining your existing customers:

  1. Staying in contact: This means by phone, email, e-newsletter or maybe in person if you have too!
  2. Prevent Buyer’s Remorse.  Following up with customers will make them feel like they are being supported for their purchase and with the item they purchased. How many times have you purchased a product, and just heard nothing but crickets? Just sending a simple Thank You note that includes how to contact you or customer service information can go a long way in retaining a great customer.
  3. Customer Special Deals & Guarantees: Always make your current customers feel special with the best deals and guarantees you have. Show them you appreciate their business or even come up with a club specifically to reward loyal customers. You can also do this with a preferred pricing option.
  4. Build Integrity: Using good business practices and simply upholding integrity, dignity and honesty go along way with customers. Let’s face it, the safer and more confident you make your customers feel, the more they will trust you and that makes for an amazingly supportive and loyal customer.

There are three fundamentals to a successful business:

  • Quality of your product/service.
  • Offering useful products/services which your customer wants/needs that solve a problem for or enhance the life of a customer.
  • Educate them by offering subjects your customers find interesting

Use this approach of teaching your customers and offering them real information and insight and you will be rewarded with loyalty and success.

It’s cheaper to sell again to an existing customer than a new customer. Don’t let your current customers fall by the wayside!

As Jay Abraham says, “Your best prospects are your existing customers. If you’ve been putting all your marketing efforts into acquiring new customers, stop and divert some of your resources into reselling, upselling, cross-selling to those same customers. In every way possible – through package inserts, regular mailings, special offers – stay in touch with those customers and get them use to buying from you.”

That’s why an educated customer is a loyal and repeat buyer.