GROW YOUR BUSINESS. Get closer to your customers

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1 GROW YOUR BUSINESS Get closer to your customers Whatever business you're in, you know your customers are at the heart of it. Here are four questions to ask yourself about how your company connects with its customers.

2 Customer Relationships Matter No matter how great your products or services are, you'll find it hard to maintain and grow your business if you can't bring new customers on board, or you struggle to keep existing customers coming back. The problems often stem from the way a business manages its relationships with potential and existing customers. Where's your next customer coming from? Who's accountable for contacting customers? Actually, you may know where the next customer's When you sell a product or service to a customer, coming from, and perhaps the one after that, too. are there several stages to the process? Once a But what about the third, fourth and fifth new customer's made a purchase, do you follow up with customer have you lined them up yet? a post-sale call or visit? Or if a customer has an And how do new customers get in touch? Do they annual contract with you, is someone in your phone, , use a contact form on your website, organisation supposed to remind them when it's send a Tweet? Can you keep track of and respond time to renew? to all those incoming communications, or do you risk missing a vital contact? How do you ensure the right person in your organisation knows it's their responsibility to take action? How can you personalise your approach? We all like to think of ourselves as valued customers and different from the crowd. So how do you give your customers a warm and positive feeling about your business that will keep them spending money with you? Half of buyers still use manual Do you know, for example, how each of your methods, such as spreadsheets customers prefers to be contacted, or what time of or pen and paper, to manage day is best to catch them or what kind of deal or special offer will win each of them over? customer data. Source: Software Advice CRM buyers' survey 65% of a company's revenue comes from existing How easy is it to share information? customers; new business How do you manage sales and customer relationships costs 5 8 times more than spreadsheets and what's in people's heads? If retaining customers. Source: Gartner is it a mainly manual process that relies on someone's on holiday or off sick, can a colleague pick up their work and see a sale through? And if someone leaves your organisation, does that mean all their knowledge about key customers walks straight out the door with them? 2

3 Reaching the next level There's no doubt that building great relationships with your customers depends on the skills of your people. But providing them with a software solution to help them manage those relationships makes it easier for them to use their skills to best effect to help your business grow. Make a difference with a customer relationship management solution Benefits beyond sales Using a software solution for customer relationship team; it will have a positive effect throughout your management (CRM) can help your organisation company. For example, it can help you: A good CRM solution won't just benefit your sales make sales and nurture its customers more efficiently than it does now. With the right CRM solution you can: Keep track of new leads and potential customers more easily even when there are different ways Produce more accurate financial forecasts and customer invoices Create more targeted marketing and advertising for people to contact you so you can look messages that customers and prospects will beyond the next one or two sales to know where respond to new (or repeat) business is coming from Know when to restock your products to be sure Make customers feel more valued, by gathering orders can be fulfilled on time. and recording information about their preferences, to ensure your company communicates with them in the ways that suit them best Always know what stage a sale is at, or how far a customer is through a contract so that the right person in your organisation knows when and how to make contact to maintain momentum Let everyone see the same information about sales and customers, so that anyone can quickly pick the ball up and keep things rolling, whatever happens. The biggest impact of CRM software is on customer retention rates and customer satisfaction rates. Source: Capterra survey of 500 CRM users 3

4 Neopost offers a cloud-based CRM solution that can be put to work by even the smallest business. CRM by Neopost can help you manage sales and marketing Using CRM software to improve the customer more efficiently, get closer to your customers, and take advantage of a reduced sales cycle and other productivity gains to grow your business. experience will only become You won't have to make a big upfront investment, more essential over time. and you won't be saddled with capabilities you Walker, a customer don't need. Best of all, you'll be supported by intelligence consulting firm, specialists who've been working with small businesses for more than 90 years. even predicts customer experience will overtake price and product as the key brand differentiator in the future. Source: Software Advice A CRM is probably one of the most valuable systems that any small business can implement. It is as important as Which CRM solution is right for me? the people that are hired and In the past, companies generally had to pay for CRM will have a more significant solutions upfront, and install and run them themselves. Even if you could afford them, those onsite solutions effect long term than any one tended to be much more complex than a small employee. business needed. Implementation and management took up more time and resources than most of them Source: Forbes could afford. Users had to be trained and still adoption rates were often low. The upshot? In many cases, frustration, wasted effort and, ultimately, abandonment. Next steps We're so confident that CRM by Neopost will benefit Today that's changed, with cloud-based services your business; we'll carry out a free audit of your that are more flexible and modular, and are often sales and marketing process to show you how you available on an affordable, flexible monthly subscription could take it to the next level. basis. It doesn't matter whether you have an IT team at your disposal or not you can still benefit from a To find out more about CRM by Neopost and how to sophisticated CRM solution without bringing in arrange your free audit, expensive consultants or buying new hardware. visit 4

5 About Neopost Neopost is a global player with a local presence in business solutions or the postal, parcel delivery and related digital world of tomorrow. We have an intimate understanding of physical and electronic communications and work in collaboration with over 800,000 enterprises around the world. Our business has evolved to meet the growing demands of a technology-driven environment. This means we can help our customers successfully make the transition from physical mail to quality multichannel communications management. Join us on neopost.co.uk