Lead Management Software has been proven to increase ROI on companies investment of leads. This is mainly the number one reason companies will lean towards adding this powerful software, But do they ever think about the other benefit of lead management? Giving great customer experience with their software can lead to increased profits for companies!
Lead management is known for its benefit of delivering speed and urgency that often brings companies to landing a deal. Yet lead management can make a major impact on customer experience. Why is lead management critical to Customer Experience Management (CEM)? The Key is you can make lead management social and that creates real experiences!
Responsive First Contact
A lot of Customers have been mistreated on the Internet. Most consumers have become comfortable to expect little or no response from Internet inquiries. This presents a major opportunity for your sales team.
Lead management can ensure that your sales is immediately responding to every sales inquiry. Not only are you guaranteed to be more responsive, you are certain to be first. This is a very important distinction when every competitor is only a click away on the Internet.
Making initial contact is only one step in the process of closing a deal. Rarely is making the sale done on a single first call. It is the process of building trust and a relationship that gets the first deal and hopefully future deals.
The best way to build trust and a relationship with your customer is a sales follow-up. Unfortunately, this is the number one cause of losses. Not following up on making that second or third call is the difference between closing the deal or losing it.
Lead management allows you to automate the follow-up process. This makes your customer feel like they are the only one in your sales pipeline–after all, “you seem so on top of things.”
Trust Building Follow-Through
Good contact management processes also reinforces your trust-building. Relationships are built on little promises made and kept along the way.
Knowing where you are in a sales cycle and what you told the customer at the last meeting is the key. Your sales process should have a lock-tight approach to notes and ticklers. Your customer should not have to contact you to remind you of anything.
The more proactive you appear the stronger that trust becomes and the more profitable the customer becomes, now and in the future.
After Sale Relationships
The sense of urgency to make contact, follow-up, and keep promises are the keys to landing the deal. However, if you want to create an enormously profitable sales practice you need to shake hands with the customer after the sale. Your sales process should have a thank-you after each sale and a regular: “How are things going–what can I do to make you more successful?” conversation.
Lead management keeps you on top of all your customers and clients. Customers will enjoy the experience that you give them and you will continue to build business with them.
Building great customer experience is the core value proposition of a lead management system. Start using lead management software today and enjoy a more profitable sales pipeline.