Word, a single distinct meaningful element of speech or writing, has the power to make or break the deal.

The entire sales cycle depends on the words you use while engaging your prospects. 

Stellar sales reps know the right set of words and use them at the right time while conversing with prospects. We call these words “trigger words” as they provoke action or thoughts in the minds of buyers.

In this article, we bring to you the top 25 trigger words that you can use to win your next deal. 

But before we get into that, let’s define trigger words.

In this article:

What are trigger words?

When should salespeople use the trigger words?

Top 25 trigger words and how you can use them
Positive trigger words
Negative trigger words
Logical trigger words
Emotional trigger words

What are trigger words?

A trigger word is any word or phrase that prompts someone to take action. Trigger words when used during sales compel your listener to make a purchase decision or agree to a further discussion.

While the obvious use of trigger words is during closing a sale, SDRs can use trigger words during their discovery calls to encourage the following actions:

  • Purchase or subscribe to your product/service
  • Schedule a demo
  • Subscribe to your email list
  • Create a trial account
  • Download material

Trigger words pique your audience’s interest and elicit an emotional response. People’s reactions to different kinds of terms are generally easy to predict.

For instance, listeners may respond to these words by opening up and establishing a connection. But it is also possible that certain phrases can elicit hostility and make listeners apprehensive. 

That is why there are numerous publications on sales psychology available. When selling to a client, it’s critical to identify which terms to use and at what time. Trigger words can drive your prospects away if used at the wrong time. 

Let me help you understand this.

When should you use the trigger words? 

Successful sellers recognize that understanding buyers’ psychology is essential when selling. It’s all about instilling emotion in them, that will motivate them to buy your product. 

Businesses go considerable lengths to learn how their customers decide whether or not to buy a product.

Trigger words are helpful tools to understand your customer’s needs.

Let’s consider two instances where the seller uses the word “free” while talking to a prospect.

  • Buyer: Hello?
  • Seller: Hi Mrs/Mr….. Are you available for a quick chat?
  • Buyer: Yes, go on.
  • Seller: I noticed that you had downloaded our ebook and wondered if you would like a free trial of our product. 
  • Buyer: Yes/No

A conversation like this might not help even though it has the trigger word—free—there.

It is because the buyer is looking for information, and not necessarily a product.

Now let’s refine the conversation.

  • Buyer: Hello?
  • Seller: Hi Mrs/Mr… Are you available for a quick chat?
  • Buyer: Yes, go on.
  • Seller: I noticed that you had downloaded our ebook and wondered what motivated you to download the resource.
  • Buyer: Yeah, I was looking for information on… [Most probably the challenge they are facing]
  • Seller: I see. Thank you for sharing this. I’m happy to tell you that we have solved this problem for one of our clients, who is in the same business as yours. Would you like to talk further? I can schedule a free consultation with the expert from our team.
  • Buyer: Okay, sure!

Here, the seller has made the customer realize their challenges and then offered a solution with the trigger word—free. Conversations like this go a long way.

Knowing the trigger words and using them in the right context will certainly help you close more sales.

In the next section, we’ll explore the top 25 trigger words, and how to use them. 

Top 25 trigger words and how you can use them

Positive trigger words

Positive trigger words are words that bring about a positive emotion or outcome for your listener. Following are some of the most powerful positive triggers:

1. Free

People’s behavioral patterns shift if something free is available. According to Dan Ariely’s book Predictably Irrational, “free” is more than just a price indicator. It’s a strong emotional trigger that is extensively appealing.

I’ll illustrate an experiment from the same book that was undertaken to examine the impact of the word “free.” 

The first trial offered participants a truffle for 15 cents or a kiss for 1 cent. In this trial, nearly three out of four individuals preferred the truffle. In the following trial, the price of each chocolate dropped by one cent.

So, the truffles were 14 cents, and the kisses were free. Although the price difference remained constant, the participants’ behavior changed dramatically. Two-thirds of the subjects preferred the free chocolate kiss over the low-cost truffle.

Businesses can use the word “free” in many contexts. Such as:

  • Free trial
  • Free subscription months
  • Free gift
  • Freemium business models

Netflix and Amazon Prime both provide a month of free content with the freedom to cancel at any time. At the close of the free trial period, many consumers end up paying for their membership to continue watching series and movies.

So, now you know the power of the word “free.”

Let’s check out the next trigger word to use in your sales journey.

2. Boost

The term “boost” has a positive meaning of charisma, vigor, and self-assurance. For example, the phrase “Our product is terrific when it comes to boosting conversions” is far better than the phrase: “Our product is terrific at increasing conversions.”

This is because the word “boost” feels more empowering to hear.

3. Easy

The word easy is especially helpful in times of distress or confusion.

Here’s how you can use this word in your conversation with prospects.

“You can easily solve [their problem] with [your solution].

For example,

“Yes, you can easily track calls and generate conversion reports with our call-center software.”

Now imagine a customer has an objection about the complexity of your product. In this scenario, using the word isn’t enough.

You must demonstrate why and how easy the product is to your client. If your product is naturally complex and does require time, you can pivot to the word—discover.

4. Discover

Discover brings about a feeling of the unknown and its exciting opportunities. The word discover is closely associated with the second-highest need in Maslow’s hierarchy

Our second-highest need, according to Maslow, is our need for higher self-esteem. This means that most of your clients are likely to want to meet their esteem needs.

If you can convince your client of your product’s ability to help meet this need, you’ve got a deal. 

Here’s how you can use this trigger word in your conversation with a client.

“You should try this water bottle for a day at least. And you’ll discover how easy it is to carry and track your daily water intake.”

5. New

The word new can make us excited just about anything. People crave new experiences. We enjoy using innovative and new-age technology. We relish learning about new products and being the first to learn about them. 

That is why this word is effective. Sumo ran a Twitter exercise to see what difference the term new made. They made one post with the word “new” and one without it.

As expected, the post with the keyword “new” got 422% more clicks and attention.

Some other positive trigger words you can use are:

6. Save

The word “save” makes us feel like we are getting a good deal. For example:

“I bought a vase for $60 last week!”

OR

“I bought a vase last week, and its original price was $100. But I snagged it for $60 and saved $40!”

Who do you think got a better deal? Most of us can agree that it sounds like the second person got a better deal. The second person knows they are saving $40 when purchasing the vase. Everyone loves a good deal and the word “save” implies that they are indeed getting a deal. You can also induce the anchoring effect with the word save.

The “anchoring effect” refers to a person’s inclination to make decisions based on the earliest piece of information they hear. Shopping, both online or at a retail store, usually entails a frequent comparison of costs.

The starting price a buyer witnesses tends to becomes their consistent frame of reference. So, start high, and give them a deal they like.

7. Exciting

The word exciting feels like a no-brainer on this list. Any opportunity, product feature or new service sounds a lot better with the word “exciting” beside it. Think about it, whenever a company launches a new feature, they don’t just call it new.

On your next call, try adding the word exciting. Start off with, “Hey I have an exciting…” and they’ll stick around to hear the end of that sentence.

8. Yes

The key to knowing how to persuade someone to say “yes” is to obtain an initial commitment. This initial step can lead to agreement not only through the concept of consistency, but also to additional compliance for greater requests. Begin with a small “yes,” and then build from there.

This is often referred to as the “foot-in-the-door” tactic by salespeople. Start by encouraging your client to commit to a minor request. The yes can be for something as simple as answering a questionnaire or taking a free trial. 

You create a new cognitive “commitment” by encouraging individuals to make a choice, express a stance, or perform actions. After you establish that commitment, regardless how modest, you can improve on it. 

9. Best

Which of these questions sounds better?

“What’s the best way to get rid of bed bugs?”

or

“How to get rid of bed bugs?”

We can all hopefully agree that we want answers to the first question. Consider the number of days you’ve Googled things just to become frustrated along the process. So, you return to your search and add the term “best” in front of it. Perhaps it’s only me, but I have a suspicion that I’m not alone in this.

It’s almost like “best” is a term we reserve for well, the best. As a result, we can rely on anything classified as the best. All of us know that’s not entirely true. But calling anything the best suggests there was a comparison at some point. So, try using the word best in your next conversation. 

10. Popular

Showing customers your most popular products can significantly increase your sales.

This increase is generally caused by our need to comply with social proof. Author Robert Cialdini coined the term “social proof” in his book Influence in 1984. And it basically means that we tend to follow trends and opinions of influencers in our lives or on our screens.

We use social evidence as a quick way to decide how to act in practically any situation. Social proof is especially powerful if we are in unfamiliar or new territory.

And you can capitalise on that with a single word in your sales: Popular.

The above list gives us a picture of positivity that can drive a buyer to carry out a specific action. These words can steer your sales pitch into a demo or “free” trial. 

Apart from this, it’s always good to know a bit about your prospects when selling. Using tools like CRMs or Analytical sales software can be a game-changer when selling.

A great sales CRM is LeadSquared, which allows you to call, track conversations, and do quality audits easily.

LeadSquared call and SMS tracking

If you want to see how it can help your sales team, book a quick 20-minute demo.

Next, let’s move on to the list of negative trigger words.

Negative trigger words

Certain negative words like never, limited, challenges, etc. can also trigger actions or thoughts.

Let’s look at some of the effective ones.

11. Never

The word never can sound negative and off-putting at first glance. But when you use it in conversation, the context makes all the difference. Imagine your customer is facing a problem your product solves successfully. 

The best word to use in this scenario is “never”. You could say something along the lines of: 

“Once you use our product, you’ll never have to worry about that issue again.” 

12. Challenges

The word challenge brings about the idea of overcoming something difficult. In contrast, the word “problem” sounds like a threat.

Behavioral psychologists believe that seeing threats (problems) as challenges reduces stress. Try to get your customers to view stressful situations as challenges. Even better if your product can directly help them overcome these challenges. 

Here’s how you can use it:

“I understand, the only challenge now is the color. What if, I check with the dealership in the neighboring cities and get back to you in a couple of days?”

13. Limited

The word limited has proven its efficacy in sales. Stephen Worchel ran a study where subjects had two almost identical jars of cookies. The sole difference was that one had ten cookies, whereas the other had two. 

Once questioned which jar they desired, subjects chose the jar with two cookies. This is due to the assumption that if there is less of anything, it has to be in greater demand. As a result, it must be more valuable.

The word “limited” acts as a trigger to a similar reaction in sales. 

Some of the ways in which you can use the word “limited” are:

  • Limited edition
  • Limited period offer
  • Limited for first 1000 customers

14. End

The word end, similar to never, depends on its context. You should use it sparingly in most cases. But if your customer is struggling with an issue your product solves, the perfect phrase to trigger sales is: 

“We can help you put an end to that issue.”

It can bring some much-needed relief to their stressful feelings. While you seamlessly pitch your product to your client. 

15. Tiring

The word tiring can bring up some negative emotions in everyone. But it is also an excellent tool to express your empathy for any issues your customer faces. 

If your product helps people daily, there’s a high chance they feel tired without it. So, a great phrase to counter such feelings is:

“I’m sorry, that must feel tiring to go through daily. How can I help you fix that?”

Logical trigger words

16. Because

A researcher at Harvard University examined how the word because creates an impact. In the study, a participant made the following requests.

  • Request 1: “Excuse me, I have five pages. May I use the xerox machine?”
  • Request 2: “Excuse me, I have five pages. May I use the xerox machine, because I have to make copies?”
  • Request 3: “Excuse me, I have five pages. May I use the xerox machine because I’m in a rush?”

The participant could cut the queue with Request 1 by almost 60% of the subjects. Request 3 received a whopping 94% compliance rate. What’s the most intriguing part?

Even when the researcher used the word “because” without providing any good justification, they still obtained a 93% compliance rate.

Using the word “because” can drive people to perform your desired action. Sales get a lot easier when you throw the word “because” into the mix. 

17. Expert

If you remember any of your toothpaste ads, the word expert always makes an appearance. The word expert acts as a trigger to most listeners searching for a solution. 

When experts believe in something, there’s a good reason you should too. The term “expertise” can have a similar effect on listeners. 

Here’s an example of how you can use the word “expert” in your script.

“I completely understand the challenge you’re facing is mainly because of no control over the field teams. Experts also suggest that field tracking is important when you aggressively target a market…”

18. Research

The word research can have a lasting impact when backed by a credible source. In this article, I’ve used experiments or studies as a means of proving my stance. Additionally, I’ve provided links to the source of these findings. 

The word research appeals most to decision-makers. This is because they are looking for evidence of your solution working in a way that benefits them. So, in your next demo meeting, show up with some research and use the word abundantly. 

Here’s how you can use this word.

“We did some research around the market you are targeting and found…”

Note, you could have also said, “We checked your target market.” But by using the word research, you appear more thorough. Hence, one more positive signal to the buyer.

19. Statistics

Which steak is the best? A steak that has 25% fat, Or one that’s 75% lean?

According to a study, consumers were more inclined to purchase the 75% lean steak. Rather than the 25% fat steak, although they are the same steak. (Johnson and Levin, 1985; Levin et al., 1985). 

Individuals act differently to an item or idea depending on how we view them. This is what we refer to as the framing effect bias. 

So, instead of framing your products negatively, frame them positively. You can use statistics to make your product seem more appealing to your customer. 

20. Proof

Any version of the word proof like proven or prove can be compelling to most listeners. Much like the phrase “experts agree”, “proof” is almost always persuasive to an executive. 

But you do need to offer evidence of your claims in this scenario. Proof is a terrific term to use when you’re facing higher-ups or people who prefer logical appeals. 

So these were some of the effective logical trigger words. Now let’s move on to the words that strike the emotions directly.

Emotional trigger words

21. Exclusive

The term exclusive is similar to the term—limited. As they both function on the scarcity principle.

The concept of exclusivity has always increased the price of cars and clothing. So, how much do individuals prioritize rare goods? According to Chicago Booth’s and London School of Economics’, enough to pay a markup of 50% or above. The explanation represents a fundamental component of human nature. 

By using the trigger word “exclusive” and creating a highly personalized pitch, you have a high chance of winning more deals. 

Here are some of ways in which you can use this word.

  • This is an exclusive offer for the friends and family of our founding team members
  • An exclusive offer for people born in September
  • We’ve created this exclusive offer just for you

22. You/Your customer’s name

The word you or your name affects your emotions like no other. Based on brain activation studies, few things excite us more than hearing our names. Our names are inextricably linked to our self-perception. 

Additionally, our names constitute a significant portion of our identity. It’s no surprise that when our name appears in communication, we are more trusting. 

Sales reps use this word unconsciously all the time. This makes it a subtle but special tool in your pitch. In your next sale, try to use your customers’ names as often as possible. 

23. Now

There are two kinds of urgency: genuine and implied. An instance of true urgency is when a deal ends in 24 hours, after which it will no longer exist.

When you use phrases like “now” and “today” to urge people to act, you are implying urgency.

There is no genuine hurry, yet we believe there is a reason to act immediately. Genuine urgency will always be more effective. But, suggesting that they should buy now, or try now can provide a nudge in the right direction.

Sales executives need to sell an idea of urgency to most buyers. Using the word now can boost that feeling and help you win more deals. 

24. Imagine

Have you ever heard the phrase “nails on a chalkboard” and shuddered simply thinking about it? Just thinking about it makes you feel a bit strained. That is not a standard reaction. 

We react this way because of mirror neurons. A mirror neuron is one that generally activates when we act. But these neurons fire even when we see somebody else performing the same action” 

That is when the power of the next trigger word comes into play: “Imagine.” Mirror neurons allow us to feel without the need for firsthand experience. 

Therefore, if you can make someone feel, you can make them act. Using this word when selling a physical product is ideal as we can imagine its appearance. 

In sales, you can use the emotional trigger word—imagine—in the following ways:

  • Imagine the additional revenue you’d be bringing every month”
  • Imagine the time you’d save. Then, perhaps, you could take that vacation or spend time with family.”

25. Instant

Several MRI tests show how active our mid-brain becomes when we picture instant gratification. When we wait for anything, our frontal cortex reacts (which is a bad idea for sales). 

Words like “instantly” and “immediately” are triggers for activating that mid-brain activity. Using compelling words to alert clients that they will receive their product promptly is always beneficial. 

Even saying that someone will contact them ASAP can go a long way in sales and marketing.

The Takeaway

Knowing these words and how to apply them in your sales calls can pay off big time. But it is critical to listen to your customers before using these words.

Three keywords you should keep in mind while selling is:

  • Anticipate. Prepare and anticipate what they might need. Segmenting and distributing leads to the right sales rep can make an enormous difference. Researching what your customer prefers can help you appeal to their triggers (positive, emotional, logical, or negative).
  • Listen. Customers tend to dislike dealing with pitches they aren’t expecting. If they are busy or uninterested, move on to someone who is. If they ask you to call back when they are free, quickly agree. Actively listening to your client will help you sell seamlessly.
  • Empathize. Empathy is essential when your customers are facing a problem. In these scenarios, do not jump right into your sales pitch. Instead, acknowledge their pain and explain that you can help them overcome it. 

I hope you found this list of top 25 trigger words helpful. If you have a question or suggestion, feel free ( ) to write to me.

And if you want to explore a nice sales CRM, click here to book a demo!

Happy selling!

Due to rising income and internet penetration, digital avenues are becoming the next arena for competition between financial businesses. To enable their business, decision-makers need to know how they can uniquely position themselves and beat the competition.

In this discussion, listen to the finance leaders decode the Indian digital lending market for 2022 and help you reshape your sales growth.

Key Discussion Points:

  • Changes in the lending ecosystem and trends driving the adoption of digital services
  • Tips for penetrating new segments and accelerating loan book growth
  • Leveraging big data and improving customer targeting
  • Importance of Client Lifecycle Management
  • Impact of current regulatory guidelines on DL

Speakers

Kandarp Kant

Kandarp Kant
Chief Technology Officer, Poonawalla Fincorp


Shallu Kaushik

Shallu Kaushik
EVP and Digital Head, TATA Capital


Aamol Chaudhary

Aamol Chaudhary
Director – Financial Services, KPMG India


Sudipta Mukherjee

Sudipta Mukherjee
Vice President – Sales, LeadSquared


If you’re in higher education and not using data to support your strategic enrollment decisions, you’re not alone but you’re seriously missing out.

The disconnect between data collection and data usage among colleges and universities has posed an industry problem for at least 10 years. Scattered silos, misaligned information systems, and an influx of raw, uncontextualized data have compounded the issue threatening to hold institutions back at a time when educational models are shifting and competition shows no signs of slowing down.

Confusion about how to use data in order to drive decisions has been a higher ed concern since (at least) 2012.

But while this disconnect is understandable, the fact remains:

Data is essential to higher ed optimization, particularly in admissions.

For those higher ed enrollment professionals hoping to get on the data train and begin implementing analytics-driven processes in earnest, here’s an overview of data, including what it’s good for, where to find it, and how to mine it for maximum results.

What’s data good for?

In our uber-digital age, much has been made of the power of data, capable of providing a virtual window into the lives of target audiences (both niche and wide).

With current technologies able to capture everything from where and when consumers buy their daily latte to how many literal steps they take in a day, it’s become much, much easier to keep your finger on the pulse of buyer behaviors and social trends.

Put in higher ed terms, the benefits of data allow admissions and affairs teams to:

  • Uncover who’s listening by tracing prospect engagement across a variety of channels (such as emails, newsletters, social media, and websites) to evaluate when, where, and how your efforts are hitting their mark and to address gaps in coverage as needed.
  • Take stock by measuring participation and/or gauging responses to marketing outreach campaigns, recruiting events, cold calls, etc., and filtering these findings through a panoramic lens. Zooming out in this way gives admissions teams an overarching sense of their audience as well as its typical pain points and desires.
  • Recalibrate by gathering information at both micro and macro levels to refine messaging strategies for specific student profiles and to enhance branding narratives (to better attract ideal prospects).
  • Improve ROI by spotlighting strategies, policies, and practices that have performed well in the past and utilizing this intel to inform future investments and budget planning.

All these methods amount to a simple yet powerful equation:

data = 360° knowledge of your prospects & processes = more efficient practices going forward

In short, data helps ensure your teams are never caught unprepared.  

What does data look like?

Obviously, data comes in many forms, some of which can be more effective than others, depending on the task at hand. Here are just a few data features you should look out for when gathering info on prospective students, current enrollees, and/or in-progress campaigns:

Is it clean?

“Clean data” refers to data that’s been purged of all mistakes and inconsistencies to improve accuracy and remove extraneous information. As you collect your data, be wary of:

  • misspelled names, addresses, or other demographic markers
  • repeat entries/duplicates (such as surveys submitted twice or multiple email addresses on file for the same applicant)
  • incomplete information or empty data fields (i.e., missing application files, questions left blank on teacher/staff evaluations, etc.)
  • information that doesn’t seemt to fit (For example: if all your prospects are usually based in the Midwest but your records reveal a student lead from Hawaii, it’s pobably best to investigate the outlier.)

Is it numbers-driven or more conceptual?

Data typically fall into either a “qualitative” or “quantitative” category.

  • Qualitative data offers findings that are less concrete, though no less valuable. It involves interpersonal information such as thoughts, feelings, and general assessments. (Think prospect interviews or in-depth email questionnaires.)
  • Quantitative data is mostly a numbers game. These results are definitive, instantly quantifiable, and helpful for broad samplings like “All US Applicants” or “All Prospects Aged 16-20.” (Think multiple choice polling, financial aid figures, or enrollment numbers by year.)

Is it aligned with your goals?

Too much data isn’t necessarily a bad thing, but sometimes the information you collect has little to no bearing on what you’re trying to achieve. Wherever possible, discard data that are interesting but not essential. As the Educause Center for Applied Research recommends, start with the challenges you wish to tackle head-on, then craft your data and analytics around them.

That is, let data follow your objectives—not the other way around.

How should you collect data?

Exactly how you collect your data will hinge on your audience, your institution, and the resources you have available. Here’s some food for thought on how best to get started:

Look to social media and the web

With 85% of Americans now in possession of a smartphone and the vast majority of 18- to 29-year-olds reporting at least some form of social media use, it’s safe to assume much of your target demographic can be found online.

Percentages of social media use by age group from January 25 to February 8, 2021.

Consequently, web and social media platforms represent a goldmine of information that can be extracted using a variety of analytical tools. Some digital data points worth gathering include:

  • Likes and shares
    Though some may call these “vanity metrics,” they’re an excellent way to take interest-level temperatures on scheduled events, informative articles, graphics and logos, etc.
  • Website engagement
    This can cover any number of metrics, from how many prospects accessed your latest PDF brochure (download rate) to how far students scrolled through each of your webpages (scroll depth), how long prospects remain on your website (time on site), and which website visits generated verifiable leads (conversion rate).
  • SEO performance
    Check in on your search engine rankings for highly effective keywords within your field (“law school programs near me,” “vocational certificates in Seattle,” or “Colorado engineering degrees,” for example). This can offer extensive insight into which search terms are most likely to bring traffic, and through which channels (organic, social, paid, etc.). If your analysis indicates a certain keyword is trending up or down, you can use this information to reconfigure your content.

Engage inward

Want to know which issues are most important to potential enrollees?

Your institution just accepted a whole new class of students. Use them for guidance.

Need some inspiration? Set up one-on-one interviews, ask for feedback via email (you can even offer up a gift as an incentive), or conduct a Twitter poll. New students can provide a fresh perspective on admissions practices, if only because they’ve recently experienced them firsthand.

Test, test, and test some more

Savvy admissions officers like Joy McClure of Tricoci University support their marketing programs with split or A/B testing, stockpiling data by recording consumer activity for two separate iterations of a landing page, photo slideshow, satisfaction survey, or any other promotional asset.

Testing is crucial for tracing and anticipating user trends. With this in mind, McClure employs A/B test results to determine which of her team’s marketing methods are most impactful: from text message subject lines to call-to-action button displays, image placement, and beyond.

“Testing allows us to provide customized messaging based on behaviors that will hopefully…improve engagement,” McClure says, adding, “It doesn’t matter whether we like it; it comes down to performance.”

What do you do with data once you get it?

Cold, hard data never did anyone much good on its own. After you’ve collected all relevant info applicable to your institutional goals, be sure to:

  1. Put it in one place
    A centralized data headquarters is always advisable to help facilitate easy search and access. Keeping all your intel in a single location can also enable quick cross-referencing among data sets to help enrich reporting (like when you want to review applicants by age and state, say).

  2. Analyze it from various angles
    Data can be examined and repurposed in myriad ways. Take time to consider how your data should be harnessed in support of school-wide aims. Do you want to analyze enrollments by program according to the time of year? Assess email open rates for an exclusive subset of prospects? Review cost-per-conversion figures ahead of your next budget meeting?

    The choice is yours. Just be sure you’re mining actionable intelligence from your data, rather than letting it languish on an unused server.  

  3. Make a move
    Once analysis is complete, use your findings to dictate next steps. Discovered one of your blog posts isn’t generating much interest? Try running a new one that’s been optimized with higher-performing keywords. Noticed enrollments suffered a setback around Christmas? Organize a holiday-themed newsletter to keep student leads warm during the drought.

    The end game of data is to make improvements based on demonstrable evidence. If you don’t take action according to the information you’ve collected, you’ll be wasting everyone’s time and keeping your teams at a standstill. Worse? You’ll be throwing revenue- and enrollment-boosting opportunities away.


As you know, patient no-shows are tremendously expensive for healthcare providers, costing $150-$200 per missed appointment and $150 billion annually. To mitigate revenue loss—and save valuable staff time—healthcare managers need to adopt industry tools and best practices.  

Tactics like automated reminders and telehealth waitlists can go a long way in recovering lost appointment revenue. According to healthcare IT company Relatient, implementing best practices can help healthcare organizations improve no-show rates by up to 50%.

We consistently see healthcare organizations of varying sizes and structure see upwards of 50% no-show reduction when using best practices and the right systems. [This saves] real money and an enormous amount of time


The Ultimate Guide to Reducing Patient No-Shows” by Relatient

How to define and calculate “no-shows”

A patient “no-show” is an individual who never arrived for a scheduled appointment and gave no notice.

Healthcare managers can calculate the no-show rate—currently at a national average of 8-18%—by dividing total scheduled appointments by total no-shows.

Source: Relatient

An accurate no-show rate can help managers evaluate lost ROI and benchmark success toward reclaiming revenue. Be sure to avoid the two most common mistakes:

  • Including cancellations and appointment changes
  • Marking a no-show as “canceled”

Why do patients miss appointments?

Understanding why patients miss appointments can help managers better address pain points. Patients tend to miss appointments for 5 reasons, according to Relatient:

  • Forgetfulness
  • Inconvenient appointment slots
  • Demographic barriers such as age (i.e. an elderly patient who cannot drive) or language
  • Anxiety about procedures, bad news, and physician disapproval
  • The costs of copays, deductibles, and out-of-pocket expenses

No-showers also tend to fall into one or more of the following categories:

  • Single/unmarried
  • Under 34 years old or a senior citizen
  • Carry no medical coverage
  • Suffer a chronic illness
  • Located 60+ miles from clinic

How can healthcare managers lower no-show rates and elevate revenue?

10 best practices to reduce patient no-shows

1. Automate appointment reminders

Consider automating your appointment reminders to ensure consistent and strategically timed communication. CRM and marketing automation software such as LeadSquared’s HIPAA Compliant CRM can be very helpful in managing patient availability and message distribution.   

Benefits of automated reminders include:

  • Reduced risk of communication errors
  • Eliminating gaps in communication
  • Conserving staff time
  • Offering patients a convenient response format

When preparing messages—whether text, email, or phone—consider the following best practices:

  • Include provider name and appointment date/time
  • Offer easy response options, such as “confirm” or “cancel”
  • Prioritize preferred receipt time
  • Keep messages brief
  • Personalize with patients’ names

This sample SMS text reminder from Practice-Web does a good job of illustrating best practices.

Practice-Web reminds John Doe of his upcoming dental appointment by providing a specific date and time and including several response options (confirm, change, cancel). The text is strategically timed, arriving just as John’s workday concludes.

This email template by Etactics is also a good example of a simple yet effective appointment reminder.

Etactics addresses the patient by name and confirms the specific doctor, date, and time for the appointment. The text also includes the provider’s address for ease of access.

2. Prioritize SMS texting

Consider placing SMS texting at the forefront of your patient engagement strategy. According to a 2017 survey by Becker’s Health IT, more than half of respondents prefer receiving text messages instead of email—and today, 70% of millennials report wanting mobile interaction with providers.

Consider using SMS texting for:

  • Appointment reminders
  • Follow-up care instructions
  • Capturing feedback
  • Office notifications and updates
  • Bill payment
  • Prescription updates
  • Ongoing patient education

Klara Assistant’s sample text solicits feedback on patient experience. Klara thanks the patient for their business, includes a simple way to offer feedback, and a link to leave a longer review.

3. Use the preferred patient communication method

When a patient schedules an appointment, confirm the preferred communication method. Tailoring communication to patient preference helps ensure messages are received and can improve response rate.

Consider offering message options via:

  • Email
  • Phone (cell and/or home)
  • Text
  • Mail (i.e. postcard reminders)

When planning your patient engagement strategy, timing is key. Also consider the most effective time to send messages—whether weeks, days, or hours before an appointment.  

Aspects to weigh include:

  • Lead time before appointment
  • Prior communication received
  • Desired patient action

4. Employ a compassionate and caring tone

If a patient misses an appointment, approach your follow-up with a caring and friendly tone. Negativity or guilt-tripping can have an adverse effect, potentially causing patients to seek a new provider altogether.

The “sorry we missed you” approach can be especially effective. “Sorry we missed you” is commonly used by sales professionals to inspire customers’ continued business.  

For example, check out this sample follow-up email by Etactics.

Etactics conveys an empathetic and non-accusatory tone with “we’re sorry” and “looking forward to your next visit,” as well as a “warm regards” conclusion. The sample email also directs patients to the no-show policy and offers a convenient way to reschedule.

5. Implement proactive pay and scheduling

Consider implementing a proactive scheduling policy to help manage patients’ time. Proactive policies require check-ins ahead of appointments, providing a subtle day-of reminder and preventing late arrivals.

Policies might include:

  • Arrive 15 minutes before appointment
  • Check-in online at least 1 hour before appointment
  • Confirm attendance day-of via preferred communication method

You can also help incentivize attendance by allowing patients to pre-pay for appointments. For an additional incentive, consider discounting appointments for patients who pre-pay.

6. Keep wait times short

Short wait times are key to reducing patient no-shows. Vitals’ 9th annual Physician Wait Time Report found 30% of patients abandoned appointments due to long wait times, with 1 in 5 switching doctors entirely.

Appropriate wait times help patients feel respected and valued. To align with the national average, providers should aim for 18 minutes or less.

You might also consider several methods for engaging patients while in the waiting room. Potential ideas include:

  • Providing reading material related to visit
  • Utilizing tablets for patient reviews
  • Offering on-site surveys

7.  Provide transportation options

Transportation can be a major deterrent to attending appointments. For required in-person appointments, consider providing public transportation options.

Consider distributing public transit schedules via:

  • Pre-appointment materials
  • Regular patient communication
  • Appointment reminders
  • In-office materials, like posters or postcards

Rideshare partnerships can also be a strategic—and lucrative—approach. Hennepin Health’s partnership with Lyft illustrates potential ROI for healthcare providers.

In 2018, Hennepin partnered with Lyft to implement a 12-month pilot rideshare program. The program resulted in a 10% reduction in no-shows—from 31 to 22.5 percent—and a savings of $270,000.


Businesswire

8. Reward those who show up

Positive reinforcement is a powerful motivator. Gestures of appreciation can help strengthen patient relationships, reducing potential no-shows and reinforcing desired behaviors.

To thank loyal patients, consider sending:

  • Hand-written thank you notes
  • Birthday and holiday cards
  • Personalized newsletters
  • Anniversary gifts, such as gift cards

You might also consider some more immediate strategies to show appreciation, such as:

  • Discounting medical bills
  • Hosting monthly giveaways
  • Thanking patients on social media or via newsletter

9. Keep a telehealth waitlist

Filling last-minute no-show slots can be tough. As an alternative, consider offering telehealth appointments.

Start by compiling your telehealth waiting list. At each appointment, confirm patients’ typical schedule and create an “on-call” list for no-show slots.

An on-call telehealth list can help:

  • Fill empty slots quickly
  • Save administrative time
  • Avoid no-shows altogether

10. Adopt—and communicate—a no-show policy

A written no-show policy helps set expectations and recover lost revenue from missed appointments. Take care to strategically communicate your policy: In a recent survey, MGMA found 41% of no-show patients were unaware of a no-show policy.

Consider distributing your policy via: 

  • Website
  • Patient communications, such as appointment reminders
  • Waiting room
  • Hand-outs to no-show patients

Short (1 page or less)—yet specific—policies are typically most effective. Consider including:

  • A definition of “no-show”
  • Time parameters (i.e. 24-48 hours)
  • Specific consequences for missed appointments
  • Varied procedures for different patients (established vs. new)

Check out UNC Hospitals Neurology Clinic’s policy for an example.

UNC defines “no-show” and provides different levels with “same day cancellation” and “late arrival.” Different no-show levels are assigned different time parameters.

UNC continues by defining a general policy of 24 hours’ notification for cancellations and establishing the clinic’s expectations around patient communication.

Continue building patient relationships

After implementing the above tactics, consider establishing a regular cadence for patient communication and relationship management. Consistent, positive relationships help proactively prevent no-shows—and elevate your brand as a trusted community of care.

Continued tactics might include:

  • Soliciting feedback through surveys and online reviews
  • Establishing a regular social media presence
  • Creating a patient resources newsletter
  • Creating online patient communities, like Q&A forums or chat groups

The SaaS (Software as a Service) industry is growing rapidly.

In the United States alone, there are 15,000 SaaS companies (2021). The number is only growing to increase as Gartner projects the SaaS market to grow to 171.9 billion by the end of 2022. 

Selling SaaS has been a resounding success worldwide. What’s more, according to a study by BetterCloud:

  • Companies with 50 to 99 employees utilize an average of 24 SaaS applications.
  • Companies with 100 to 499 employees use twice as many SaaS apps as those with 50 to 99 employees.
  • Companies with over 1,000 employees use an average of 177 SaaS-based products.

So, the SaaS industry is teeming with opportunities to sell. 

Skilled SaaS sales reps can transform your business. The best sales reps are productive, driven, and inventive in their day-to-day activities. They have a flair for spotting good prospects and completing deals that appear to be out of reach. 

But before we get into how strategic SaaS sales can change your business, let’s define what we mean by it. 

In this article:

What is SaaS sales?
B2B vs. B2C SaaS sales
Challenges
Benefits of SaaS sales
A step-by-step guide to build your SaaS sales strategy
5 Crucial SaaS sales metrics

What is SaaS sales?

SaaS sales is the act of selling your business’s web-based software to customers. Individuals, as well as enterprises and businesses, may buy your product.

Since technology is still new to older generations, SaaS products are generally more difficult to perceive than physical products. Before they feel ready to buy, prospects require a lot more information from salespeople.

A distinguishing feature of SaaS sales is that the products are typically sold on a subscription basis. So, a SaaS customer need not spend tens of thousands of dollars in one go.

Now, SaaS products can cater to both B2C and B2C markets.

An example of SaaS for B2C is the design platform—Canva. On the other hand, the examples of SaaS products for the B2B customers can be CRM (LeadSquared, Salesforce, and many more), Adobe, Shopify, etc.

While B2C SaaS sales can be simpler—the user can register and start using the product intuitively, B2B SaaS sales requires a degree of expertise to sell the product.

Let’s look at the difference between B2B SaaS and B2C SaaS sales in detail.

B2B SaaS vs. B2C SaaS Sales

 B2B SaaSB2C SaaS
Target marketEnterprises, SMBs, and Start-upsIndividuals
Audience segmentationMost B2B SaaS products cater to niche audiences with specific needs. B2C SaaS companies use fewer techniques to segment their audience. They generally sell to a bigger consumer base compared to B2B companies.
Use casesAccounting, prospecting, project management, ticket management, customer relationship managementPersonal finance, design, marketing, etc.
Sales cycleWeeks to monthsShorter than B2B SaaS. Reps can close a sale within a few days.
Sales strategyB2B SaaS tends to focus on lead generation and increasing customer engagement. Also, 84% of B2B marketers use form submissions in their content to generate leads.B2C SaaS tends to focus on brand image and customer loyalty programs. This is why they invest in activities involving influencer marketing.
Popular marketing channelsLinkedIn is the most popular social media app for B2B marketing. For organic social marketing, 96 percent of B2B content marketers use LinkedIn. We can attribute this to the fact that most businesses are the easiest to reach on LinkedIn.  Facebook is the most popular social media app for B2C companies. Recent statistics show that Facebook accounts for 2.89 billion monthly active users.  
Decision makingInformed. Due to the complexity of the product, most buyers engage in a free trial or a demo first.People can buy subscriptions at the spur of the moment. They may unsubscribe later if they aren’t a good fit for what you’re selling. But impulse purchases are more common for B2C products.  

These are some significant differences between the B2B and B2C SaaS. Accordingly, the sales process differs in both segments. 

However, we can say that selling a B2C SaaS product is fairly simple compared to B2B SaaS. It is because,

  • One, the ticket size is lower
  • And two, the market is usually bigger

However, consumers may be reluctant to use SaaS because of security and privacy concerns. Let’s take a closer look at the SaaS sales challenges.

Challenges in SaaS sales

Sales teams face unique hurdles in the realm of corporate SaaS. The customers are powerful, the sales cycle is lengthy, and the solution is invisible. Below are some of the most common challenges sales reps face: 

  • The first challenge starts with selling enterprise SaaS. You must be able to handle a high number of end-users and roles. It also has to work with a variety of other business programs. Some of which include resource planning, human resources, payment processing, and so on.
  • The second challenge that B2B SaaS teams face is buyers rarely purchase within days, weeks, or even months. A simple interaction does not equal a sale. Instead, a sales cycle develops. 
  • Most companies need to invest in a long-term contract when buying SaaS solutions. 48% of companies have a one-year contract, and 11% have a three-year or longer contract. This can hold them back from investing if they don’t get a sufficient trial period. 
  • Only 2% of sales take place at the first meeting. 63% of clients who are requesting details about your solution now will not buy anything for 3 months. Another 20% will take more than a year to purchase. As a result, consistent follow-ups are necessary to make a sale. We analyzed the sales trends from 2013 to 2021, and found that in B2B segment, the sales cycle may easily extend to 90 days and beyond.
Statistics - Average time to win customers
  • Content is in high demand among SaaS buyers. They want to read white papers, watch product trial videos, download case studies, and more. They do this to reduce their concerns and queries at each point of the buying process. The challenge SaaS sales teams face comes down to the fact that they aren’t content creators. They’re used to selling items rather than delivering information.

These are some of the challenges that SaaS sales reps face every day. But these challenges do not mean that there isn’t any benefit to selling SaaS solutions. We’ll get into the perks of selling a SaaS product in the next section. 

Benefits of SaaS Sales

The SaaS salesman gains significant benefits while selling, some of which are:

  • The SaaS concept depends on a subscription or pay-per-period model. Clients generally find SaaS business solutions to be more economical and accessible. Renting software weekly or monthly is less risky than purchasing costly software outright.
  • SaaS products typically house multiple users. All users can share the cost of maintenance and upgrades. For example, 53% of Netflix users fall under shared accounts. This allows them to pay for a high-quality product as a group. Even huge companies can benefit from SaaS technology by renting it for a short time if necessary. 
  • Currently, 92% of businesses host at least part of their IT systems in the cloud. SaaS customers can store and backup data on cloud servers and access it from a variety of devices. Clients can profit greatly from high data security solutions with cloud technology. 
  • Customers enjoy great flexibility with SaaS models. This is because they only pay for the product when they use it. Businesses can offer unique subscription plans with multiple tiers to clients. Customers can start or stop utilizing a service based on their goals. 
  • Businesses can frequently engage in free product trials with SaaS models. Customers can try out the software for free for a week, fortnight, or month. Prospective buyers value the chance to try a product before investing money in it. It is because it reduces risk and increases return on investment.

These are some of the perks of selling SaaS solutions across industries. The best part is customers also have a motive to buy SaaS—making selling to them easier.

Statistics - Why people want to use SaaS products

So, the market is there. And it’s booming. But how can you effectively sell SaaS products? Let’s explore.

A step-by-step guide to build your SaaS sales strategy 

“Customers won’t care about any particular technology unless it solves a particular problem in a superior way,” says Peter Thiel, Co-founder, PayPal

A lot of time, your customers may not know the problem. Sometimes when they know the problem, they may not know how your product could solve it.

So, every step of your SaaS sales strategy must involve educating and helping your buyers achieve more.

In the subsequent sections, we’ll talk about developing an effective SaaS sales strategy, which begins with identifying your target audience.

1. Identify buyers

In the traditional sales models, companies focused more on building brand awareness and generating prospects.

It works when you’re targeting a mass audience. But when you sell a specialized product, you need to be selective. Because, after a certain point, too many junk inquiries will become overwhelming for your teams. 

Generating high-quality leads is a top priority for 79% of marketers around the world. Sadly, salespeople and marketers generally struggle here. 

The first step in finding prospects is creating a customer profile. It covers the demographic and behavioral attributes of your target audience. You can use this info for paid marketing campaigns, sales outreach, and more. 

Now, if your inbound channels are strong, and you generate thousands of leads every day. Scaling your sales team can be one solution. But the more effective one would be qualifying your leads automatically. This way, you can focus on those opportunities first that have a higher chances of conversion.

lead scoring and qualification criteria

Tools like LeadSquared CRM help you score leads based on the attributes important to you. For example, job title, product requirement, industry, etc. The more the score, the better the prospect fits into your buyer persona. So, you can save time and effort spent chasing after wrong leads.

The next step in your SaaS sales strategy is connecting with the buyers.

2. Establish connection

Establishing a connection with the buyer means reaching out to them, explaining your proposition, and influencing them to invest in your solution. 

If you’re selling a B2B SaaS product, you’ll have to:

  • Conduct discovery calls to understand the prospect’s pain points and requirements. 
  • If they have a specific requirement, and you offer custom solutions, you may need to consult your pre-sales team. 
  • Show product demo
  • Handle objections
  • Share a proposal

In contrast, if you’re in B2C SaaS sales, you can close the sale in just one call itself.

But the key here is, in SaaS sales, you don’t push a product. You educate the buyer. You tell them how it can make their lives easier and better. Or the outcomes they can achieve by buying their subscription.

So, unlike other sales methodologies, SaaS sales generally involves a consultative selling approach and focuses on repo building with the buyers.

3. Pricing

Typical B2B sales is notoriously famous for:

  • Pushy salespeople
  • Product demos
  • Undisclosed pricing
  • Lengthy contracts

People now seek transparent pricing. While it makes sense for enterprise or custom-build software solutions to offer a quote after a detailed discussion, SaaS customers want to know the pricing before even getting on a call with an SDR (Sales Development Representative).

Especially if you’re catering to the B2C segment, you can make your sales faster by disclosing the pricing.

Here’s an example of making the pricing visible to the customer. 
(Source: Grammarly)

Grammarly Plans - SaaS Sales strategy

4. Provide Demos and Trials

As mentioned before, you may need to give free trials or demos for customers to experience the product first-hand.

You can offer free N days trial option, or you can give an option to request a demo.

Now, if you offer demos, you can reduce the back and forth communication with the prospect by sharing your calendar and giving an option to book a meeting in your first email itself.

5. Onboard Customers

Onboarding is the process of assisting your clients while implementing your software. It can consist of activating, configuring, and transferring data to their new apps. Onboarding also involves training the users to use the product. It is an essential step for any successful SaaS sales practice. Customers are far less likely to use your apps if they are not properly onboarded. 

Companies are usually reluctant to pay for something they do not use. Therefore unsuccessful or poor onboarding can result in a churn rate of up to 80%. It can also place a lot of strain on your customer care staff as they have to deal with a constant influx of frustrated clients. 

B2C SaaS products are made intuitive enough for anyone to use without training. However, in both B2B and B2C SaaS sales scenarios, keep the following things handy to reduce the strain on customer support teams.

  • Self-help documentation and tutorials
  • In-app suggestions
  • FAQs
  • Product training modules.

A catch here is not everyone is comfortable with self-paced learning. For example, we surveyed 3,061 CRM customers and found that more than 50% prefer live training over self-paced training.

Statistics - How people want product training

So, understand what your users need. Accordingly, include a training module in your onboarding program.

Along with this, share regular product updates and tutorials with customers so that they know where to find help instead of raising a support ticket outrightly.

6. Retain Customers

In SaaS sales, customer retention is extremely important. It determines whether or not your customers are happy with your offering.

It’s a known fact that customer retention is cheaper than acquiring new ones. Also, a simple 5% increase in customer retention rate may lead to 25-95% higher profits.

Whether you cater to B2B or B2C segments, try the following techniques for improving customer retention.

  • Offer rewards and launch loyalty programs. Companies using a tier-based loyalty plan reported a 1.8X better ROI than those without tiers.
  • Invest in positive branding and public image. According to 88% of executives, companies must lead with purpose now more than ever. Similarly, several buyers say that they would invest in a company that supports a cause they believe in.

7. Increase profit margins and revenue through upsell and cross-sell

Just like customer retention can bring higher profits, upselling and cross-selling can directly impact your business bottom line.

Upselling is inviting the customer to consider/purchase more expensive items, upgrades, or other add-ons to generate more revenue. In contrast, cross-selling is recommending products or services to your existing customer that will complement or expand the products or services they already have.

Both these strategies are important in SaaS sales as customers are more likely to buy from a known brand than an unknown brand.

For example, if you’re selling a SaaS video animation tool, you can propose premium creatives to your users to make their videos more effective.

A tool that can help you automate cross-selling and up-selling is an opportunity management CRM.

It is a specialized feature in some CRMs that allows you to identify upsell and cross-sell signals and pitch your offering accordingly. For example, if your customer is checking out a product on your website, you can call them or send them discount coupons to nudge them to buy instantly.

Opportunity Management System - agent pop-up

These are some strategies you can use while selling SaaS solutions. But these strategies will go in vain without any tools to measure its success. Measuring significant B2B and B2C sales KPIs is essential to success for SaaS. 

5 Crucial SaaS sales metrics

1. Customer Acquisition Cost (CAC).

This is one of the most crucial KPIs for a SaaS company to monitor. It calculates the actual cost of acquiring a new customer or user for your product.

The CAC Formula:

Customer acquisition cost CAC formula

Salespeople and their teams calculate this by dividing the total cost of marketing and sales efforts by the number of new clients obtained. They do this for a specific time period or campaign.

It’s an important sales metric to monitor. By measuring CAC on a campaign-by-campaign basis, you’ll be able to identify the most effective (or ineffective) campaigns.

2. The Average Selling Price (ASP) 

This is the initial price that a customer pays for your service. It excludes any extra upsells that occur during the contract.

It’s an important sales measure to track for your SaaS. As it helps you determine whether your CAC is sustainable.

ASP Formula:

Average selling price ASP formula

ASP is an important KPI for sales teams as it provides a good indicator of the type of customer you attain. If the ASP is increasing every month, you can believe your sales teams are interacting with and converting customers who are willing to invest in your solution.

3. Lead Velocity Rate (LVR)

Another useful metric for SaaS sales and marketing to monitor is lead velocity rate. LVR is one of the clearest growth metrics known. As it tracks the increase in leads from one period to the next. If your LVR increases month after month, it indicates that demand for your solution is rising.

Formula to calculate LVR:

Lead velocity rate LVR formula

You should keep an eye on your LVR at all times. In contrast to revenue measurements, which are lagging indicators, it is a real-time indicator of growth. 

4. Lead Conversion Rate (LCR)

The Lead to Conversion Rate is an excellent measure of how your sales funnel is performing.

The LCR Formula:

Lead conversion rate LCR formula

If LCR is stable or increasing, your lead conversion rate will show how you can close new leads. If your LVR is high but your Lead Conversion Rate is poor, you should concentrate your efforts on raising your conversion rate. 

You might wish to check conversion rates for each level of your sales funnel. It can help you find bottlenecks and where you should focus your efforts to help grow.

5. Monthly Recurring Revenue (MRR)

Lastly, we have MRR or Monthly Recurring Revenue as a crucial SaaS sales metric.

Formula to calculate MRR:

Calculate MRR formula - monthly recurring revenue

It is the predictable total revenue generated by your business from all active subscriptions in a particular month. It’s one of the best markers of a company’s health. Your SaaS company will thrive as long as you can maintain and grow your MRR.

Note, if you allow clients to pay on an annual basis, divide your yearly plan by 12. This is to help fit it into your MRR models.

So, these are the important metrics to track while selling SaaS products.

The takeaway

In SaaS sales, it is essential for you to measure your sales team and their growth. But additionally, you need to invest in tools that help you reach your sales goals. Use sales tracking software to get a clear picture of your key metrics and trends.

“We have been using LeadSquared for the past 7 years and if you think measuring is important, then I suggest you give LeadSquared a try. It makes it easy for you to measure both your marketing and sales parameters without errors. Besides, it is very customizable and easy to use. I must say that of everything I’ve used, this is the best lead management tool.”

Mrinal Mohit, COO, BYJU’S Classes

If you want to achieve high-velocity sales, check out LeadSquared CRM.

Book a quick 20-minute demo and experience how it level ups your sales process yourself!

Nearly 90% of office-based physicians in the United States use an EMR/EHR system

These systems are, of course, a great aid in your practice. 63% of primary care physicians believe EHRs have helped them improve care. Also, 66% of them are somewhat satisfied with their current EHR system.

However, EHRs are not a complete solution to all your practice needs.

For instance, EHR software doesn’t help strengthen relationships with your patients.

7 in 10 PCPs say so.

Nonetheless, it’s crucial to build long-term relationships with your patients.

But how do you do that?

You can build strong relationships with patients by improving their experiences—from the moment they contact you to intake and follow-up/further treatments.

While quick access to electronic patient records helps you improve care and patient outcomes, it can’t help you improve engagement and the intake process.  

One proven solution to ensure care and a delightful patient experience is EHR integration with healthcare CRM.

What EHR can (and cannot) do

An EHR or electronic health record, is a class of systems built for securely storing patients health records in a digital format and ensuring the shareability of patient records across the healthcare ecosystem.

However, the actual use of the EHR system comes into play only after a successful appointment. That is, you will use your EHR system when a patient shows up for an appointment.

But what happens to the inquiries that haven’t booked an appointment yet?

That’s where a Healthcare CRM system comes into play. Think of it as a bridge between an inquiry and a patient.

Inquiry to patient journey

Here’s a run-down on what each platform delivers:

FunctionsEHR systemLeadSquared Healthcare CRM
Inquiry capture



Easily capture inquiries from website, social media, and ads and track their journey henceforth
Auto qualification❌  



Automatically qualify patient inquires based on the services you provide.
Lead management  and Task management❌  





Helps you capture leads from several different sources, organize lead information, and manage interactions with them. Also helps manage operational tasks, such as insurance documentation collection and payment follow-ups.  
Patient profile management across different services/departments❌  



Provides a 360-degree view of patients, their interactions, services used, and transactions
Marketing communication❌  




Personalize every communication. Send SMS, WhatsApp messages, Emails to your inquiry/patient list for health camps and more.
Built-in-dialer / Cloud calling




Call your patients from the CRM portal for follow-ups. LeadSquared seamlessly integrates with RingCentral and other cloud telephony solutions.
Appointment scheduling



Along with appointment scheduling, you can also create appointment reminders to reduce no-shows.  
Patient portal✅  



LeadSquared provides self-serve patient portal for appointments, lab test request, and more.
Patient onboarding





With CRM, you need not collect physical documents for address proof, insurance forms, consent letters, etc. It allows you to create e-forms, which patients can fill and submit at their convenience.
Doctor onboarding✅  
Referral management✅  
Medical templates and forms
Tools to ensure patient satisfaction



Automatically sends request for reviews via text or email to each patient after their appointment.
Automated reports



Fetch patient satisfaction, team efficiency, and revenue attribution reports in just a few clicks.

According to a Stanford Medicine and Harris Poll survey of 521 U.S. PCPs licensed to practice, physicians think of EHR software as a digital storage system.

Statistics - Primary value of EHR

As mentioned before, to grow your practice, you must focus on building a long-term relationship with patients by keeping them engaged. That is, provide them instant support, answer their queries, follow up with them for routine checkups, and more.

Patients’ expectations have increased. For instance, 71% of patients want their healthcare services to be as convenient as online shopping. Therefore, your patient intake process must evolve too.

Statistics - healthcare - patient expectations from providers

EHR is not a one-stop solution

Many providers like Form Health, Pulse & Remedy, Klarity, Two Chairs, Advanced Recovery Concepts, Nova Vital Recovery, and more, opted for CRM even though they had an EHR system in place.

Why? We studied their pain points and learned:

  • Departments work in silos, which creates an information gap. The team lacks the collaboration needed to deliver consistent care.
  • The manual process providers rely on to get data for marketing communication is very tedious and time-consuming.
  • Supervisors and intake managers must manually prepare reports to assess progress.
  • Follow-up with inquiries is completely manual and many inquiries are missed in the process.
  • Referral management is cumbersome.

How does healthcare CRM help with patient engagement?

A healthcare CRM is a patient relationship management tool that optimizes every aspect of patient acquisition, management, and retention. It makes your intake managers and supervisors more efficient. It enables you to:

  • Capture inquiries from your website, ads, social media, chats, and referral sites
  • Take advantage of omnichannel communication by sending appointment reminders and other crucial information through email, SMS, WhatsApp, and phone call
  • Automate waitlisting and rescheduling
  • Provide links to book self-scheduled appointments
  • Automate the patient intake process with hassle-free electronic forms
  • Provide a self-serve patient portal
  • Integrate with EMR/EHR system and other tools for a singular patient view 
  • Request feedback/reviews via text or email after the appointment

EHR integration with CRM: Get the best of both worlds

If patient engagement and relationship management are the strengths of CRM, storing medical records and interoperability are the core functions of EHR systems.

The benefits of integrating your EHR system with CRM include:

  • Reduce double entry
    When a repeat patient books an appointment, CRM and EHR communicate, store and organize new records.
  • Cut down on clicks
    You can fetch the patient history, past appointment details, etc. in just a few clicks. There’s no need to sift through your EHR to find historical records.
  • Improve patient experience
    Make your intake process faster; meet patient needs through real-time data and insights.
  • Automate patient and doctor onboarding
  • Track patient journey
    Understand how your patient discovers your practice and plan your marketing strategy based on the data.
  • Streamline marketing
    Create automated responses for marketing campaigns.
  • Automated reporting
    Fetch useful data in ready-to-use actionable reports.

LeadSquared’s HIPAA compliant healthcare CRM seamlessly integrates with all the major EMR/EHR solutions. If you use a specialized product, LeadSquared supports custom API integrations to build an integrated clinic/hospital management solution.