In recent years, we have witnessed strong growth in the world of entrepreneurship and start-ups. Perhaps due to the rise and massification of information technology, we are seeing start-ups and companies in industries once dominated by large companies, allowing smaller but high capacity teams to compete with the big ones in each sector.
It is worth stopping for a moment to answer the question “what is a start-up?” Because the terms entrepreneurship and start-up are often used synonymously.
Although a start-up is one of the types of successful entrepreneurshipIf we understand it as a start-up company, not all companies are start-ups, because a company that wants to see itself as a start-up must offer innovative services or products, with a customer-centric philosophy. that meet a tangible need.
Other characteristics of start-ups include operation with minimal downtime, high adaptability and support in technological tools, which allows them to use various start-up accelerators to take the start-up to another level and grow the business exponentially.
There are subtle but important differences in the structure and manner of communicating with clients and prospects that open up significant opportunities for startups versus large corporations.
What functions can a start-up CRM fulfill?
The definition of CRM gives us the first key: Customer Relationship Manager, that is to say Customer Relationship Manager. Their roles can cover the entire sales journey of the customer; In short, a CRM can be of great help for all the departments that make up our company.
From marketing to after-sales service, they can greatly benefit from setting up a CRM, and this is very useful for startups, since by working with an essential team, they can centralize their efforts and discover their critical points. .
How to attend the critical points of a CRM for start-ups
One of the great advantages of CRM is the creation of records for every interaction with customers and prospects, this way critical points can be monitored and find out when sales end or fall, and why it is all happening.
This is very important, especially when looking for people who want to invest in start-ups, because the numbers can give the big picture, but the follow-up will allow us find opportunities for improvement and give us selling points when it comes to presenting the idea in an attractive way. Especially if we are looking for angel investors or other types of investment funds.
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Process of capturing potential customers with a CRM
Marketing is essential for businesses, regardless of their size, we need to make all our departments aware of our capability and why our business should be seen as the best option in the face of the competition.
In this case, we can take examples of successful start-ups who have used marketing brilliantly to attract their customers.
Cornershop, to say the least, knew that its potential customers were people with limited time and for whom shopping in the supermarket was a tedious task. All of her communication centered on asking the client, “What will you do with all this free time?” And the guideline specifically targeted a certain demographic profile.
From a CRM, the marketing team will focus on the development of this type of eye-catching campaigns, while the work of directives, renewal and segmentation will be managed by the tool.
Not only that, the CRM is also able to centralize the call to action of the different platforms, so it doesn’t matter whether it’s in Messenger, Facebook, Twitter, Instagram or some other social network, then all communications will be available from the same portal and for all members of the sales team who wish to serve potential customers.
Beware of potential customers in CRM for start-ups
Once the potential client has maintained contact with the business, it is essential to provide fast, precise and concise attention to all your doubts, concerns and comments.
There are two of the critical points that start-ups need to take care of: schedules and customer service capacity.
If the marketing campaigns are attractive and work with CRM, it is possible that the sales team is saturated with the attention of customers and prospects, or that the same time zones work against us.
When implementing a CRM, we have the possibility to automate responses according to the keywords and through the creation of forms and FAQs that help to resolve any doubts of our potential customers.
Plus, by having centralized, recorded communication, our sales team members can pay attention to a prospect without having to be the one who made the first contact with them.
Prospects and potential customers who receive immediate attention to their debts have a much better chance of becoming real, active, and loyal customers.
Conclude sales with a CRM for start-ups
No matter what industry we are in, the sales funnel always has different stages. When we talk about start-ups, it becomes more complex because they often offer an innovative solution to a recognized need.
In more colloquial terms, clients, when they meet a startup, say, “I didn’t know I needed it until I got it.” It is therefore essential to create a system capable of tracking each customer or prospect and, more importantly, close the sale.
The closing of the sale is the most critical point, and the CRM will allow any member of the sales team to track each prospect on time, understand their needs and meet their requirements as if they had been the first to have them. to serve. You will be able to find out the relevant information, the products you were interested in and resolve any additional questions.
Invoicing process with a CRM
Some CRM solutions have the ability to link to different forms of payment, so the customer does not need to go through cumbersome procedures, as there are extensions that allow payments from different platforms with a single link. .
When using a CRM the records of these invoices are automated, but not only, since, having all the centralized information, we can realize the best-selling products or services and follow in detail the fluctuations of our sales at a historical and geographical level in order to be able to take decisions at the level of marketing and business.
After-sales service with a CRM
One of the great benefits of a CRM for start-ups is after-sales service, as recording interactions with customers presents fantastic opportunities. At least three possibilities open up here:
- Technical support: If after the purchase the customer has a complaint, doubt or concern, the support team can provide assistance as needed. Thanks to the possibility of automation, CRM can help us answer the most common doubts and concerns.
- Satisfaction surveys: At the end of the whole process and knowing that the customer received the product or service on time, we can request a satisfaction survey to find our critical points and implement improvements. The CRM can manage all this information and generate periodic reports that allow us to make informed decisions.
- Cross-selling: certain products or services that we offer may be accompanied by additional modules or renewals; From the CRM, we can follow customers and offer promotions or complementary items in a assertive and minimally invasive way.
CRM is a fundamental tool for start-ups because, instead of having dispersed information, it allows all interactions and customer profiles to be concentrated in one place. Not only that: the automation of customer service and the ability to monitor interactions enables a cycle of continuous improvement. Invoicing and all the information we get from it becomes relevant to business planning and forecasting market trends.
CRM collects data and manages it to transform it into information, information is power and start-ups that set up a CRM are empowered in the face of competition and in the face of much larger companies whose size prevents them from being so agile in their adaptations.
Do you want to share your experience with CRMs? We read you in the comments section!