When working with a new prospect or customer, your sales representative should exemplify their knowledge and experience about your products. You can also extend this information-sharing opportunity by reaching out to prospects and customers through your customer relationship management (CRM) solution. Showing your industry or marketplace experience shows that you are an expert in your field and can be a value-added benefit appreciated by your customers.
Your sales team is a wealth of valuable information. They know all about the products and services you offer, product specifications, purchase quantities or other ways for a customer to save costs, follow up and support services, and much more. They could probably recite much of this information in their sleep. Which brings up a valid point- what if a customer has a question and can’t get in touch with their main point of contact? Not a problem…if your CRM solution offers a customer portal.
A customer portal is a great way for a customer to get the important information they need, outside of normal business hours or when their designated sales representative is unavailable or on vacation. Customers can place new orders, track existing orders, or initiate or follow-up request that opens a case file and triggers customer service representatives to respond. Another valuable service you can provide customers through a self-service portal is the collections of links, articles, research studies, and other valuable information about your products. You can create a library of information that your customers can reference to learn more about your products or how they are used by other customers. You can offer scientific research about the raw materials used in your products, the types of customers that buy them, or where your products are most likely to be found. Your library can show customers how much you know about the products you offer, without a sales representative ever having to answer the phone or respond to an email.
By putting your customers in control, both your sales team and your customers can experience big time savings. It’s also a convenience for customers to get answers at the times when your sales representatives are busy or the office is closed. Contact Kraft Enterprise Systems, LLC for more information on sharing your knowledge and experience with your customers through the use of a CRM solution and customer portal.
By Kraft Enterprise Systems, LLC, a Tennessee NetSuite Solution Provider