Is your CRM helping or hurting your business?

Written on 10/04/2017

Is your CRM helping or hurting your business?

Is your team using your CRM to best advantage – for storing, relaying, and updating information about your customers? Or is everyone so frustrated with your system they’ve each created their own island of customer data with a series of Google docs – or even post-it notes?

When your CRM isn’t working, your customers know it. It becomes obvious to them that the left hand has no idea what the right hand is doing. Does this scenario sound familiar: You pick up a customer call and realize you have no clue what they are talking about? The customer feels they were billed incorrectly, but you can’t find any notes on their order. You put the person on hold and frantically try to string together a timeline of events, running down the list of employees that may have worked with them. In the interest of customer service, you end up giving a partial refund it turns out they didn’t really deserve.

Rest easy, you are not alone. Many small business owners feel they are swimming through disconnected islands of data. They don’t realize that a fully implemented CRM will integrate their financial software with other customer-centric data. In the case of the customer refund request, integrating your financial software would have allowed you to track the billing and the service provided, saving yourself that unnecessary refund.

At AspenTech CRM, we tackle challenges like these all the time. It is possible to connect your islands of data into a robust customer-centric system. We integrate your disparate systems so you can use your CRM to its fullest potential, giving you a 360° view of your customers – and your business. Contact us at 866-880-4228 to schedule a call to talk about your specific situation.