Episode 87: Creating Customers for Life with the Help of a CRM, with Avon Collis
In this episode of the Business Habitat, Sam talks with Relevate Consulting’s Avon Collis about the value of retaining customer information through the use of a solid Client Relationship Management (CRM) System.
As a CRM and Marketing Automation Specialist, Avon is focussed on helping organisations build stronger relationships with their clients, by making it easier to improve the customer experience. Whether it’s knowing what type of coffee they drink, or remembering their children’s names, or understanding their business goals, the ability to retain information about a client is invaluable. The benefit of having that data available at each touchpoint cannot be underestimated in terms of gaining trust and creating rapport in customer interactions.
In this podcast Sam and Avon delve into the variety of ways a CRM can add value to a business. As Avon explains, clients are looking for a seamless experience. Whilst it might take time and discipline to build the habit of entering data into a CRM, it will be paid back exponentially when a primary contact leaves the business or the time comes to sell.
If you’re looking for ways to streamline your customer service experience, or you’re a business owner with too much information in your head, this podcast is essential listening.
Listen to an excerpt
What we cover in this episode
The importance of Client/Customer Relationship Management (CRM) tools
How to create a customer for life
The value of client retention
The four keys qualification steps to capture in a CRM
Saving time in the long term with strong CRM habits
Reducing expert dependency and closing the knowledge gap
Improving business valuations by capturing intellectual property
Quotes
“You can’t have those 1 to 1 engagements all of the time. You can’t sit there for an hour with a client and then transplant your brain into somebody else. You’ve got to have something in the middle to allow people to share that“ - Avon
“If you think about the customer today, they expect the seamless handover between pre-sales to post-sales. They expect that they’re not going to provide you with a piece of information more than once“ - Avon
“It would be interesting to have a look at how much time you save by spending 10 minutes after a meeting, or even 5 minutes, capturing everything in a CRM system. I’m going to predict it’s 10X, at least, later on when the relationship is building.” - Sam
“The stats are that for every dollar spent on CRM, you get a $8.35 return for those dollars spent“ - Avon
“Every interaction is valuable, and understanding who’s not good for your business is just as important as understanding who is good for your business “ - Avon
Links
Relevate - Avon’s CRM Consultancy & IT Managed Services
Make a time to connect with Avon - click here
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