The word “CRM” is hard to avoid for businesses. Nowadays, 91% of companies, with at least 10 employees, have some form of CRM to guide their sales and marketing initiatives, and adoption rates continue to climb.

What does a CRM do

That’s why it’s somewhat surprising that more than 20% of sales reps still aren’t clear on what a CRM is and what it can do for them.

So, what does a CRM do? Let’s set the record straight, once and for all:

What’s the Real Definition of CRM?

By definition, CRM stands for Customer Relationship Management, or Customer Relationship Manager (depending on who you ask).

CRM is large-scale business software that helps users manage their relationships between the business and their customers or prospects. The goal of CRM is to simplify Communications and prevent critical details from falling through the cracks so that sales reps and marketers can maximize their time on value-adding activities.

The CRM is often used to store contacts, its uses go far beyond being an address book. So, users can take notes, form connections, and analyze data to build deeper, stronger relationships with every company you do business with.

Historically, only large companies were able to afford CRM systems. But advancements in cloud technology and the increasing number of CRM solutions on the market have made it an affordable option for businesses of all sizes and budgets.

So, What Does a CRM Do?

When you first started your business, tracking customer data by spreadsheet may have seemed logical. At the time, you may not have had many clients and didn’t need to collect as much information on them.

But, as your business grows and you take on more employees and more customers, it’s essential to have an easy way to track every interaction and learn more about your client so you can forge better relationships.

In a nutshell, this is exactly what a CRM is designed to do. Let’s take a look at some of the specifics:

What does a CRM do

1. CRM Monitors Customer Interactions

Your CRM is a repository of client contacts that your sales and customer service teams can use every time they interact with a customer.  Essentially, you can pull up a customer profile, and every phone call, email, sale, an inquiry you’ve had with that customer.

The goal of documenting these interactions is to be able to better serve your customers and prospects. When all customer data is stored in a single location, it’s easier for sales teams and customer service reps to answer questions and respond accordingly.

2. CRM Manages Relationships

Documenting customer interactions and other data can help you learn more about the people you do business with and develop better relationships with them. This is especially important for sales teams, as they usually need to remember a plethora of details related to each account.

This is one way that many of the top-performing companies set themselves apart from others. The ability to truly get to know your customers can help you deliver on their expectations and provide better service. Your CRM becomes a historical database for as long as you’re in business and provides a 360-degree view of the customer.

In turn, this can build a higher level of customer loyalty that can prevent them from going to a competitor.

What does a crm do

3. Collects and Manages Leads

Some CRM systems are ideal for lead management. For example, LeadSquared offers a full suite of lead management tools that collect, qualify, score and distribute leads based on your unique parameters.

Lead management systems are designed to help sales reps better use their time.  Also, studies have shown that the average sales rep spends only 34% of their time selling, while the majority of the rest of their time is used on admin tasks like data entry and collateral creation. Better lead management can help sales reps identify their best opportunities to increase their sales effectiveness.

4. Automates Marketing Activities

One of the biggest complaints sales reps have regarding CRM is the amount of manual data entry they have to do. But that’s not the case with all CRM systems.

 For example, LeadSquared includes a number of marketing automation features that can handle drip and email campaigns and collect leads from a number of online and offline sources to reduce manual data entry. This significantly frees up time spent on admin tasks so that sales reps can spend more time connecting with leads and customers.

How to Choose the Right CRM for Your Business

After answering the all-famous question “What does a CRM do?”, your next step is to learn how to choose the right CRM for your business. No two CRM systems are quite alike, and there is no such thing as a one-size-fits-all CRM.

 The best thing you can do for you and your team is to shortlist and test drive CRM solutions for yourself to see which one will bring you closer to your objectives.

Well, seeing as I belong to that company, my CRM of choice is LeadSquared, of course. If I am not convincing enough, our customers have the nicest things to say about us. Go check us out :)

You cannot emphasize enough on the role of a good customer care service. This is the emotional unit of the business that helps to build a connection between the consumers and the business. To ensure that this part of your business runs without a glitch, you need to give them a good call center software.

call center software

Forbes gathered that businesses lose up to $75 billion annually due to poor customer service. A study also confirmed this impact, showing that 61% of consumers would readily stop transacting with a business after a poor service experience.

Unfortunately, handling all of the calls and requests by customers can be very overwhelming, even for a team of experts. This is where call center software comes in. Knowing the importance of customer care service and the challenges of meeting demands by clients, call center software was designed to help relieve the stress and bolster customer care service in any business.

What is Call Center Software?

As the name implies, a Call Center Software is a tool designed to help narrow down your daily call center processes including managing calls, emails, SMS, and social media.

This life-saving tool can handle everything from harmonizing the tracking process to routing incoming and outgoing calls to the appropriate agent. Adding to its impressive perks, call center apps allow you to easily record and monitor calls, keeping you updated on your customers’ needs. Consequently, helping to boost the overall productivity of your customer care service unit.

How Call Center Apps Work

Call center apps are generally easy to use. Here is a quick rundown on how they work.

When a call is placed, the system checks for the caller’s information on the company’s database. If it is not registered, the software adds the new caller’s information to the system’s database for future reference.

If the caller’s info is already in the database, the agent can easily access it, giving the agent essential info and previous queries placed by the customer.

call center software

Further, as soon as the caller provides a reply to an agent’s response, the client is queued under agents in charge who possess the necessary skill required by the client. This ensures that your agents can provide customized and quick solutions to the caller.

Agents can also indicate customers’ requests as either open, resolved, or pending. When the customer’s request is resolved or closed, an automated email or call is sent across to the customer to enable them to give feedback concerning the service rendered. The customer’s feedback is, in turn, used to enhance the call center service.

6 Astounding Benefits of Call Center Software

Now, let’s take a look at all the benefits you can reap from investing in a good call center software.

call center software

Augments Productivity and Efficiency

The major perk of call center software is its ability to improve productivity and customer care service. The call center is the first line of action to a consumer who has any question or complaint about a product or service. They expect a quick response when they call and the right resolve or answer for the complaint or question respectively.

You can only imagine the number of calls, emails, and SMS they have to respond to daily. Undoubtedly, using the archaic method can get overly cumbersome. Call agents often get more calls than they can deal with, leaving behind a truckload of calls which ultimately leads to poor customer service.

With call center software, your call agents can enjoy super fast access to collect and exchange quick information causing smooth transition and routing of calls among other agents. With incoming and outgoing calls managed effectively and more conveniently, you bet clients’ wait will reduce drastically, thus improving overall productivity. 

Reduces costs

Another astounding benefit of these life-saving apps is the reduced cost. Maintaining an active call center requires you to shell out a fortune on hardware, upgrades, software, installation, and maintenance. These little expenses can quickly add up to a substantial amount over time.

Meanwhile, integrating a call center app into your framework helps you cut back on these unnecessary costs. Most call center tools work well with existing systems. So, you have everything you need in a single app, saving you a ton of cash you would have spent on acquiring and maintaining your call center.

Improves security

Security is of utmost concern everywhere, especially in businesses or organizations. No business wants to lose clients’ data or the company’s info. Typically, call center apps store this important information on the cloud. Without a sound security measure, this info could be vulnerable to hackers and other malicious activities.

Thankfully, you do not have to worry about that with professional call center software. It comes with enhanced security features to ensure only the right agents get access to customers’ data stored on the system.

Provides multi-channel service

With technology getting better, customers no longer rely on just calls. Although calls still happen to be the first line of action, studies revealed customers tend to reach out to companies through emails, live chat, SMS, and social media.

To position your business for success, you will have to make these multiple channels available for your clients. Look no further! A good call center software gives you the opportunity to leverage all of these communication channels in just one application. No need to spend more on installation or maintenance. Your clients can enjoy uninterrupted access to all of these channels with no extra cost or effort at your end. Super easy and cheap!

Measures performance

You can easily track and measure your customer service performance with call center software. Besides increasing efficiency and productivity, you can totally leverage these apps in monitoring and measuring the unit’s efficiency at any given time. Managers can now analyze trends, patterns, customer satisfaction ratings, call volume, revenue-per-call, and case type. Making informed decisions is also a given as you can quickly and correctly pinpoint loose ends that need to be fixed.

Further, this measuring feature helps to keep customer service agents on their toes as they know their activities can be properly tracked and assessed. It’s an all-win situation!

Convinced yet? Of course! You can’t lose out on these incredible benefits. Get your Call center CRM today!

improve patient flow in clinics

Poor patient flow can create bottlenecks and disrupt your treatment plan. You not only risk-averse clinical outcomes but also loss of reputation and clients. A streamlined and improved patient flow leads to positive health outcomes and keeps your services moving as per plan. 

However, a clinic may not have the required budget or resources to invest in patient flow management practices. For them, we have a few actionable tips to improve their patient flow for happy clients and maximise revenues. 

Create a Patient Portal

Patient registrations take up a lot of time and labor. Clinics also spend a considerable amount on wages for employees who handle the registration. You can create a patient portal on your website where people can access information and book appointments. Many clinics also have apps that patients can use to sign up and request appointments or services.

You can set up your online registration process and gather all the patient information without any need for human involvement. Obviously, you should keep someone at the desk for walk-in patients too.

Collection information from patients digitally saves time and reduces errors.

Facilitate Collaboration

A patient moves from one department to another while receiving care. He may first see a doctor and then land up in the X-ray room. After that, he visits the doctor again with the report and goes for a CT scan. Finally, he receives a prescription and heads to the pharmacy to get his medicines.

Now, each department needs to have complete information about the patient and the services provided to him. Writing notes can do the job, but won’t increase efficiency or save time. 

The best way to facilitate collaboration between departments is to use technology. You can keep a simple Excel sheet and update it with every patient interaction. It can be stored on a shared drive that staff from different departments can access.

However, to streamline the process further, clinics can use healthcare CRM. You can automate parts of data collection, save time, and help all team members stay on the same page. 

Cut the Stress for Your Patients

A suburban specialty practice organization with 4 clinics discovered that most patients still preferred visiting its old and smaller office. According to the staff, the smaller clinic meant less stress for patients as they knew where to go.

Clinics can take small steps to help patients navigate to the right department or doctor. You can simply put up signs, clearly mark out areas, put nameplates on every doctor’s office, and so on. If you have a big clinic, you can also display a floor plan with clear markings.

Schedule Smartly

This is a no-brainer. You need to schedule patients and procedures based on your capability. Obviously, you need to have detailed information about the availability of doctors, exam rooms, and staff to handle the duties. 

It’s always better to plan ahead and schedule patients according to availability. Otherwise, your patients sit for hours in the waiting room and start getting frustrated.

You should check dates, assess staffing requirements, determine the priority of patients, patterns of arrival, and schedule accordingly. 

lead conversion strategies

Monitor Constantly

You need to set up a constant system of monitoring to improve patient flow, according to the Institute for Operations Research and the Management Sciences. That means you should track and monitor everything including-

  • Diagnostic grouping
  • Treatments provided
  • Physicians attended
  • Stage of patient flow process
  • Tests conducted

The job can get challenging, especially for patients who need multiple visits spanning over months. Many clinics have started using technology like medical CRM to document the entire patient journey from the point of admission to the point of discharge.

Having a ready record makes way for effective scheduling where patients can get over with their treatments without stepping into the waiting room. 

Predict Patterns Using Data

According to Becker’s Hospital Review, using data to predict arrival patterns can help you plan efficiently. if you use a patient management platform or a CRM, your solution will provide a range of important data to discern patterns and trends in your clinic.

For instance, emergency departments are busiest on Mondays across the USA. This can be said by assessing the historical data available. In the same way, you can analyze data and predict the probable busiest periods for your clinic. 

The insights help you plan staffing and other resources to meet the increased demand without increased waiting times. 

Talk It Out

Your clinic may have unique patient flow challenges that don’t match with other organizations. It’s necessary to uncover and talk about the challenges to improve patient flow. You should hold at least one meeting every month with all employees from every department. Use the meetings to discover issues and plan measures to overcome the challenges. Efficient communication can really make a difference and help your patients move swiftly, ensuring they get the required care on time. 

Take the Help of Technology

Most clinics have moved to using at least a patient management platform to streamline patient flow. Advanced healthcare CRMs go a long way to optimize the movement of your patients and reduce delays in the process. 

LeadSquared is a leading healthcare CRM that integrates with your crucial caregiving tools. You can sync LeadSquared with your patient portal, EMRs, appointment scheduling, hospital information system, and more. You can create 360-degree patient profiles with complete patient and treatment history. 

All the information will be visible when a patient calls so that you can schedule appointments with zero waiting times. You can also predict what your patients need based on their activity and stay proactive about their care requirements. 

Wrapping Up

Improving patient flow in your clinic requires actionable steps and a culture of accountability among your staff. Medical technology like healthcare CRMs can help clinics optimize their patient flow and make way for enhanced clinical outcomes. 


Also read:

In this LeadSquared webinar, Enrollment Resources co-founders, Gregg Meiklejohn & Shane Sparks highlight how your school can increase enrollment revenue by hundreds of thousands of dollars in 2020 through simple split tests.

Key takeaways:

  • What split testing and conversion rate optimization (CRO) are
  • How split testing and CRO bring unmatched value to the enrollment management process
  • What split testing could look like on your school’s website and landing pages through examples of actual client split tests — including their results
  • How to immediately put split testing to work for your school
  • How insights learned through testing can become new best practices
  • How those best practices can be applied within a lead management system, such as LeadSquared’s predictive lead scoring and drip communications

B2B Marketing

A B2B marketing strategy is created by keeping in mind the needs of the target customers

A strategy must take into account the positioning, unique values, and resources like technical and financial budget.

And it needs to flow from the current situation to the future positioning of the business.

But, listing out a bunch of scattered tactics or a generic, one-size-fits-all strategy, will land you in the middle of the Sahara desert. High and Dry!   

Clarifying and defining steps according to the business needs is the key.

Marketers often use strategy and tactics simultaneously, which is a wrong practice and needs to be corrected right now. 

There is a fundamental difference between tactics and a strategy.

But before getting into it, here’s a summary of how you can develop a B2B marketing strategy that will cater to your needs –

  •   i. Trace your current position in the market.
  •  ii. Chalk out your target customers.
  •  iii. Set goals.
  •  iv. Outline your marketing tactics & how to implement them

What’s The Difference – B2B Marketing Strategy & B2B Marketing Tactics 

B2B Marketing

There’s a lot of confusion in the marketing world between “tactics” and “strategies.” 

Even seasoned marketers talk about or search for strategies when they’re looking for tactics—and vice versa.

If you are also “one of those guys,” then here’s a simple way to think about it:

A strategy is a plan. PERIOD

A tactic will turn your strategy into action to attain the ultimate objective.

marketing strategy lays out, the goals for marketing, how you’ll measure success, who you’ll target, where, and how you’ll target them.

For example, a baseline B2B marketing strategy might say:

The goal is to grow signups to one million over the next 12 months. 

For that, they will need tech-savvy salespeople, who are informed about the latest trends, somewhere between the ages of 20-40. 

To target these people across the web, email marketing campaigns, social media advertising, and paid search engine ads would be required.

In this example, the B2B marketing strategy calls for three different marketing tactics:

  • Email marketing
  • Social media advertising
  • Paid search ads

This diagram will help you understand the example better. 

Thus, the strategy here is Marketing, and the different ways used here to leverage from this marketing are the tactics.

A marketing strategy will then go into answering the underlying question, i.e., how you’ll use these three tactics—creating an email marketing strategy, a social media strategy, and a search strategy.

Why are Tactics Useless without Strategy?

The B2B marketing strategy outlines the goals and the success metrics i.e., the limits for both overall and individual tactics used. 

So if you don’t have this guide to succeeding, then what will drive your social media activity? Or your email campaigns?

Without a strategy in place, it’s impossible to track marketing campaigns and efforts that work together toward a common goal. 

It will also be challenging to figure out whether your efforts are successful at driving results for the business.

B2B Marketing Strategy and Tactics

In a nutshell, scattered marketing tactics without a strategy tying them together will not help in your B2B Marketing Goals.

Instead, building your marketing tactics to work with each other towards a common goal, will help in mapping efforts to the buyer’s journey. 

It will be easy to visualize and optimize how every single asset and every single campaign works to move leads through the sales funnel. 

How to Build a B2B Marketing Strategy?

B2B Marketing Plan

So, now that we’re on the same page about why a list of tactics isn’t a strategy—and why you need to actually develop a marketing strategy—let’s talk about how to do that.

Instead, writing down most of the information that you already have and use daily for marketing efforts – every day, here are five quick steps to building out your B2B marketing strategy.

STEP. I – Trace your current position in the market

To set goals and objectives, you should know about the external environment; your business is operating in. This will help to decide how you’ll achieve them.

That includes:

  • Competitors: A complete SWOT analysis of your competition will help you to leverage from their shortcomings. 
  • The unique identity that will separate you from the others.
  • And third, where that uniqueness does lands you in the market, among the competitors.
Competitor analysis in b2b marketing

This competitive analysis will help you identify a particular gap or opportunity in the market (price, for example) that only your business solves. 

That’s your unique selling proposition (USP).

STEP. II – Identify Your Target Customers

The next step is to look into who of your market, i.e., your target audience. 

Identify Your customers

The tactics you choose will find answers to:

  • The demographic information about your target customers – like Age, Gender, Religion, living standards, etc.
  • Their Social footprint, i.e., the type of posts you share on Facebook, LinkedIn, the kind of products you search for while online, and the likes. 
  • Their problems and how your service will help them.

A marketing strategy needs to have an in-depth profile of the people you are trying to sell to—otherwise, you will not know who you are selling the service. 

STEP. III – Set Goals

After putting together every foundational information in the first two steps, it’s time for Goal Setting. 

Set Goals for B2B marketing

Marketing goals should be:

  • Made in collaboration with the sales team, since they are the ones who are going to execute your tactics, first hand.
  • Laid out with a specific timeline to follow like goals for the next month, quarter, year, etc.
  • Easy to measure and control, i.e., the planned output should match the actual production.
  • High-level— i.e., Detailed information on each tactic used and how to leverage it. 

STEP. IV – Outline Your Marketing Tactics & How to Implement Them

Implement Your B2B Marketing Strategy

The tactics your team will use to fulfill the goals from step three shouldn’t be pulled out of a hat.

Your goals should align with the tactics. They should be an evolving mix that gets tested and tweaked and optimized.

Rigid goals and tactics with confusing strategy outline will make you running in circles, i.e.; Back to zero.

For example, if one of your goals is to increase brand awareness among Gen Z, you probably don’t need to advertise it in print newspapers. 

Thus, each tactic you use should have its own, and more specific implementation strategy outlined.

Here are a few B2B marketing strategies that you can use it for your benefit in 2020.

Before it ends…

A note on implementing and measuring B2B Marketing Strategy

Regardless of what marketing strategy you use, at some point in B2B marketing, you’ll start to see inbound traffic to your website. 

But to measure the potential of your marketing strategy, you need to know who these companies are and if they are the best-fit? 

LeadSquared enables B2B marketers to tie the loose ends of their tactics together.

Online Sales Software

To run a successful business in 2020, you need to connect with your customers where they are. Nowadays, most of your customers are well acquainted with the internet. They browse through websites, show activity on social media, participate in forums, etc.. Undoubtedly, you leverage these platforms for generating leads. But, whether you would be able to make a sale or not, depends on how you manage these leads. That’s where online sales software comes to your aid.

Well, by the end of 2019 (Statista), the global online sales market was $3.5 billion.

And what’s coming in 2020?

Sales Chart

The above data shows that by the end of 2020, global online sales are forecasted to reach $4.2 billion.

Clearly, if you want to grow your business in such an evolving sales environment, you must adopt the latest technologies. Online sales software is one such technology. It will help you to keep your customers satisfied and maintain customer relationships. 

Online Sales Software – A closer look

Online Sales Software is a technological solution used to streamline the entire sales process. It is properly known as CRM – Customer Relationship Management Software.

Like I said before, the online sales environment is continuously evolving. Your lead comes from almost all channels known to modern marketers. When the number of leads rises, managing them becomes a challenge. And this is a reason why online sales software is gaining massive importance in recent years.

Let me explain in detail.

How Online Sales Software Streamlines Your Sales Process?

Captures Leads Automatically

Captures leads Automatically with online sales software

You capture many leads from your website, social media, events, and exhibitions.

In the conventional method, one of your employees assigns the lead to your salesperson.

When thousands of leads are generated daily, manually assigning them is next to impossible. 

You might be wondering:

How can you ensure that there is no lead leakage?

Online sales Software (CRM) distributes your leads to different salespeople, based on your prospects’ interests, locations, and several other variables.

Simultaneously, the software creates tasks for your sales consultants. It informs them via text message, email and mobile app. This constantly keeps your team on their toes.

Which is great, isn’t it!

You can ensure that there are no such leads that are mishandled, or simply missed.

Tracks Your Lead

Online Sales Software Tracks Your Leads

The software tracks every single activity and interaction with the prospects.

Phone calls, email or text interactions, or communication through any other channel – everything is tracked and recorded. You always know the status of the lead and direction of the conversation.

It provides you an excellent opportunity. It helps to move the conversation forward by understanding your prospect’s reactions.  

Understanding your prospect’s reaction is a small thing. But, small things are the ones that matter the most.

It allows you to connect with the emotions of your prospect and synchronize your methods accordingly.

Prioritizes Leads

Online Sales Software Prioritizes Leads

Online sales Software (CRM) examines every lead and assigns them a quality score. Your sales team can monitor this score and approach qualified lead first. 

With automatic prioritization, every effort from your sales team will have a higher possibility of conversion. 

You can define what a high-quality lead means to you (in terms of sources, car type, location of the prospect, etc.), and then prioritization happens accordingly.

Engaging high-quality leads will increase the probability of a successful sale. Now with a high conversion rate, your team would be brimming with confidence. You know it. A confident and efficient team is a boon for every business.

Provides Field Sales Tracking

Online Sales Software Provides Field Sales Tracking

The salesperson can use the software on their mobile. It helps sales managers to track the present status of work for every field agent. The software allows field agent to see their complete schedule for the day. Additionally, with google maps integrations, online sales software furnishes the shortest path to any meeting.

Once the agent reaches the meeting location, the software will auto check-in the agent for the meeting. This enables the field sales manager to see how many meetings happened in a day, and how efficient is the field agent.

Field Sales Ebook

How Online Sales is Evolving?

Online Sales Software is gearing up for some significant changes as the entire sales environment is evolving.

Below is a list of 3 buzzing trends that we will change the way customers experience online sales.

Augmented Reality (AR)

Online Sales Software is evolving with Augmented Reality

The gap between your customer’s expectations and reality is a common challenge in sales. Customers think they’re getting one thing, and in actuality, get another. 

This is a costly process of the product going through customer dissatisfaction, inaccuracy, product returns, and revisions.

The advantage of augmented reality to show off product features and capabilities isn’t just a bonus — it’s a sales driver

By bringing life to products that consumers can buy without a doubt, Augmented Reality helps drive customer engagement and in-turn increase sales.

Social Media

Social Media has a profound effect on online sales

Representatives that sell on social media, usually have more prospects in the pipeline and outsell their competitors. 

It is because the majority of today’s population spends a heavy chunk of their time on social media websites. And it is going to evolve. With more and more audience, you will have greater chances of generating leads.

Here, your marketing efforts will be the major game-changer. If you would be able to create marketing campaigns that can provide you an edge over the competition, you will win the game with more leads.

Artificial Intelligence (AI)

Online Sales Software leverages AI

Clearly, Artificial Intelligence is yet another game-changer in today’s scenario. Let’s take an example of the most common thing out there.

For instance, when you see a certain type of video on Facebook, it automatically conglomerates all videos of that type and keeps them in your viewing chain.

This is dynamic in nature. Hence while marketing on these platforms you must ensure that every piece of the content is able to grab viewers’ attention. This will help you to get more views and ultimately more leads.

Now when you will craft your marketing efforts by keeping these trends in mind, your lead inflow will increase. Hence, with an increasing number of leads in your pipeline, it will be an opportunity as well as a challenge to manage them properly.

Online Sales Software like LeadSquared empathizes with your company here and creates a sales process that can engage and nurture every lead, efficiently.

Employ LeadSquared to transform Leads into Deals Now

LeadSquared CRM software solution is built for high-velocity sales which will accelerate your revenue with the power of sales execution and automation. 

Can’t believe it?

Hear it from the industry experts,

“After using LeadSquared, our sales conversion rates have improved drastically due to better insights”, Mrinal Mohit, Chief Operating Officer at Byju’s.

Book a free demo of LeadSquared Now!