C2CRM Overview

It is a statistical fact that most businesses lose ½ of their customers every 5 years. And, it costs five times more to attract new customers as it does to retain current, profitable ones. These two critical factors can cause tremendous pain for an organization, which could ultimately lead to lost revenues.

C2 CRM Can Help

With C2 CRM, you can track what every customer is buying and develop a trend analysis that can help you market to them in a more targeted fashion thereby improving your customer service and decreasing customer defections.

Benefit

Lose less customers each year and improve the revenue opportunities with current customers.

Another factor which affects customer loyalty is quality support. When a customer calls your company for support of their product or service, a fast and accurate resolution to their problem increases their satisfaction as a customer. C2 CRM provides the means to turn a problem into an opportunity. When the customer calls and your support representative has current customer information to refer to, the likelihood of an efficient call is dramatically improved. Customers hate to talk to support representatives who do NOT have the right customer information or do not have accurate historical data with which to refer. When a customer service representative has access to comprehensive historical customer information, as well as proper support data to solve the problem the support call is shorter, the rep is better suited to solve the problem correctly the first time and the customer is happier as a result.

Efforts to cut costs often take the form of layoffs, hiring freezes, pay cuts, expense policy changes, budget cuts and more. This pain is manifesting itself in practically every business in today’s challenging marketplace.

C2 CRM Can Help

An effective CRM strategy includes automation of key, time-intensive functions as well as the streamlining of workflow and processes.

Benefit

Save significant time with processes and workflow. Save money through efficiency and eliminate duplication processes.

How much time does each sales representative spend creating proposals or quotes? How many personnel are required to coordinate a marketing direct mail campaign? How long is the typically support call? C2 CRM can reduce costs related to each of these issues and more.

For example: C2 CRM can help sales reps by creating quotes and proposals in a matter of minutes, not days or weeks. Your sales team can shorten the sales cycle and react immediately to opportunities to close a sale. The result? Less time spent creating documents and more time selling. Every minute saved is money saved. Additionally, time is refocused on selling versus administration.

It is important to understand how a CRM application can cut costs. When evaluating a CRM product, be sure to include an ROI request and ask for examples of cost savings based on specific pains you are trying to address. If a CRM vendor cannot produce the information you seek, look elsewhere for a solution. A chart below illustrates common ROI metrics that must be considered with a CRM implementation.

This insures a consistent methodology is used to diagnose problems quickly and then provide the appropriate resolution.

Does your customer support staff lack the tools to route problems to the appropriate resource within the organization, and to solve the problem quickly?

C2 CRM Can Help

C2 CRM provides a workflow tool that can be customized to automate any workflow process within an organization.

Benefit

Save significant time with processes and workflow. Save money through efficiency and eliminate duplication processes.

Using C2 CRM, an executive can access a custom portal to company data. This portal would show a wide range of information pertaining to the business. One frame in the portal could show sales revenue potential by region and the likelihood of closure. Another frame might be a stock web site showing the companies current stock price. For the sales executive, it means less sales meetings to discuss the pipeline and more time for selling. For the CFO, it means instant information on company sales potential and customer service efficiency which can help to isolate costs that can be reduced. For the marketing executive, it is a window to lead status from a marketing campaign which can help guide decisions for future initiatives. For the CEO, it's an immediate source of the state of the business which is accurate and fresh.

If your customers are not happy with elements of your product or service and you do not address these issues, you will lose market share to companies that DO address these issues. Evolving your business from a company that simply develops products and services to an organization that listens and quickly responds to feedback can be difficult.

C2 CRM Can Help

Businesses that use a strategy commonly referred to as a customer-centric approach rely heavily on customer feedback to develop or change their products or services, and to position themselves to be more competitive. C2 CRM can provide immediate feedback regarding customer satisfaction that can lead to decisions to improve customer retention.

Benefits

When you develop products that meed customer needs, you improve customer satisfaction, increase repeat purchases to improve profits, decrease customer defections, and strengthen product competitiveness.

Building the “perfect mousetrap” is not possible without customer feedback. This information is easy to get with C2 CRM using real-time customer surveys. Through the use of real-time, regular surveys, you can determine which product features or service offerings are not meeting the expectations of your customers. This vital feedback can be addressed in future product releases to improve customer satisfaction. When you evolve your products to meet the changing needs of the marketplace, you put your business in the position to lead instead of follow.

Many times, you see a company "fall behind" as competitor releases a new product which is perceived as offering "everything" the prospect wants. Getting the product to that point requires customer feedback. Using C2 CRM, for example, a company can have internet-based surveys which customers can access to provide important product feedback. The results from that feedback can be automatically populated into real-time reports which can be viewed from a customized C2 portal. C2 can also send massive, broadcast email surveys to current customers and track the results to provide comprehensive reports showing customer product preferences and issues. This information should DRIVE the development effort to improve your product. If your current customers ask for certain features and services, new ones are definitely looking for the same things. CRM can help you forge new ground with innovative product features and services which will improve your company's position in the market and increase profits.

Since all of this information is shared amongst all users of the CRM applications – sales, marketing and management all can utilize the customer satisfaction information in real-time to insure customer loyalty is maintained. Leveraging customer service information allows sales and marketing to anticipate potential service issues BEFORE they turn into sales issues, this allows a business to develop customer relationships which last a lifetime.

Finding new means to enhance company growth and to build for tomorrow is a daunting task.

C2 CRM Can Help

Companies that invest in technology to become Customer-Centric can position themselves to be more competitive and driven by the needs of the customers, which ultimately increases revenues and attracts new partners.

Benefits

Investing in technology will increase funding or investments, improve efficiency, save you money.

C2 CRM can empower your company to become customer centric in a multitude of ways. C2 can allow you to tap into the needs and issues of your customers and prospects. But simply gathering that data is not enough. You need to change strategies, products, markets and other variables to address your findings. This proactive approach that is based on customers is the foundation for a customer centric business environment. These traits strongly attract partners and investors.

CRM can solve this pain by providing a wide array of analytical data based on real-time activities to assist in presenting an appropriate and accurate picture of the business. This information can help executives make presentations which include LESS speculation about the business and MORE pertinent data. As a result, outside parties will get accurate and impressive information with which to make informed investment decisions. A side benefit is that should they choose to work with your company, they can do so knowing that executives can continue to provide comprehensive business performance metrics and data to keep them engaged with the business now and in the future.

Are you able to get a 360 degree view of your customers?

C2 CRM Can Help

C2 CRM can offer everyone in the organization the access to data about any one particular prospect or customer in the system. This information can help people from different departments keep tabs on the current status of a customer PRIOR to communication with them.

Benefits

An effective CRM solution can improve customer support and communications, which in turn can lead to better targeted sales efforts and increased sales.

How many times has a sales person in your organization gone on a sales call to a current customer only to find out that the customer is currently having serious issues with the product they previously bought from you and is still trying to sort those issues out with a customer service representative? This scenario is extremely common when companies do not have a CRM system in place. C2 CRM allows people from different departments to get a 360 degree view of the customer.

This means that sales people can see what issues, if any, a customer is working through with support. Or a support person can view what products a customer has purchased, over time, to get a better understanding of their value to the company. Or, a marketing executive could isolate customers which have purchased from the company with high regularity to target them for additional promotions with deeper discounts. All of these examples and more are reasons why a CRM solution is so important. It provides people from different departments with the common views of critical customer data with which to act upon.