As small to mid-sized businesses look to grow market share or enter new markets, they often hire new staff. Many times, though, the addition of more personnel does not always lead to more work getting done overall, less workload for others, enhanced client service, or better territory coverage. The reason for these unanticipated, unintended, and unfortunate consequences is that firms’ technology infrastructure, or lack thereof, impedes employee productivity and progress as the organization grows.
In particular, companies without a leading-edge CRM system in place experience significant challenges when onboarding new employees. After all, learning a new role and a new organizational hierarchy and culture can be hard enough in itself. Complicating matters, a new hire without CRM is going to struggle to get up to speed quickly, regardless if she was brought on due to a new role or division being created, a firm experiencing enormous growth, or a department undergoing high turnover.
Below, I have summarized some of the negatives a new hire will face without CRM and contrasted them with some of the pluses she will have if a robust, intuitive CRM platform is available.
As the new employee comes onboard without CRM, he probably will not be the only one struggling to locate data on clients, prospects, sales opportunities, and service cases due to the abundance of legacy, disparate systems and delayed or non-existent information flow between various departments and channels. Lack of visibility into all client and stakeholder relationships results in too much administrative work done in a vacuum and excessive duplication. Client trust diminishes, especially if ongoing staff turnover compounds these operational bottlenecks and inefficiencies.
On the other hand, CRM streamlines and automates common sales, marketing, and service processes and gives employees, particularly new hires, the information that they need to succeed. New employees can find key background info on customers and partners and come across as if they have been with the firm managing their sales territory for over a decade. The resulting productivity and performance gains from CRM thereby quickly justify the hiring of the new staff.
Are your sales units and new hires still struggling to get by without a solid CRM system and strategy?
Are you still not sure if you need a CRM or how it can help your firm operate more efficiently, serve your clients more effectively, and scale faster?
Are you overwhelmed by the plethora of options in the CRM software marketplace?
Have you recently experienced a choppy software implementation with your IT consulting partner or feel you overpaid for the junior, overhyped resources who worked on your project?
Do you wish you could deliver results faster to your customers and employees/CRM users?
Do you desire to transform your digital customer experience, but lack the in-house expertise and just not sure where to start?
As a leading boutique CRM and Customer Experience Strategy Consulting firm, RevSherpas can help point you in the right direction and grow your business!
CONTACT US to explore a potential partnership and to schedule a complimentary discovery and strategy consultation session.