Have you ever stayed at a hotel and then returned, finding that they have stocked your room with everything you asked for the last time you were there? Your special allergenic pillow was already waiting for you, you were asked if you would like a dinner reservation made just like you always do the first night, and there were even extra hangers because you always need extra hangers. None of this would be possible for the hotel if it didn’t have a CRM, customer relationship management, system in place.
Would your clients be impressed if you remembered all of the details about your last conversation, their last purchase, or their preferences? If so, your business might benefit from a CRM system.
Businesses that have more than 30 or so clients may benefit from a system that allows you and your employees to enter detailed information about each client interaction that they have. It can work for both current and future clients, i.e., prospects. A CRM is basically a great big customer database at its core. It contains master file information on a customer or client, such as name, company, address, contact info, and custom fields. It is also transaction-driven in that you can log activity such as calls, meetings, proposal dates, and more.
A good CRM system is also integrated with your other internal systems, such as your accounting or POS system or both. In some CRM systems, you can see invoice and payment history, so that when a client calls in, you can also peek to see whether they owe you money or what goods they ordered that they may be calling about.
Imagine creating content that is specific to your clients and their needs and then sending that specific content to the people who can use it the most. This is possible when you utilize a CRM for your fitness business!
When you utilize a CRM, you can keep important information about potential clients in one place. All of this information will help you convert more clients, because you know what their specific needs are and you can then find a way to fulfill those needs.
A CRM can help you support your clients in many ways, which will grow your business without too much more effort on your part. The best part about a CRM is it will allow you to get to know your clients even better than before.
There are literally hundreds of CRM systems to choose from. The gold standard for large companies is ActiveCampaign.com; however, some small businesses use it as well. This CRM offers you the capability to accomplish the three things listed above and so much more.
One of the most important aspects of profiting from a CRM is to make sure it gets used, and that takes some habit-changing from you and your staff. Once you have Active Campaign in place, you and your staff can begin to fill out the information you know about each one of your clients. Yes, this will take some time, but think of the potential, and business growth, you are gaining from what will be one of the best business moves you have undertaken since you opened your doors.
When your clients start talking about how great your service is and how much attention you pay to the details they care about, you’ll know your CRM is paying off for you.
If you have any questions about Active Campaign, or using a CRM, let me know. I can answer all of your questions and give you a few pointers to make this a seamless transition for both you and your staff.
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