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Customer Relations Software

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Customer Relations Software

Imagine a world where a client calls with a query and you can bring up their personal information and a record of their correspondence all in one place. You can also see their past purchase history, the invoices you’ve generated for them and their payment status. You can then target that customer, and others who have a similar profile, with specific marketing campaigns via email, Facebook, Twitter and other social media sites – still from within the same software package. 

Welcome to the world of Customer Relationship Management (CRM).

As the name suggests, CRM software is used by businesses to manage relationships and interactions with their customers. It aims to simplify your Practice and increase efficiency by reducing the amount of time you’d usually spend switching between different programmes to extract information. 

For example, how often might you have to access a database for a client’s personal details, then look in your accounting package to find out if they’ve paid an invoice, and then scroll through Outlook to see if you’ve had, or sent, an email to them about their payment? With CRM software, you could see all of these things in one place at the touch of a button.  

The three key areas of CRM software 

  1. Contact management – keeping details of all your contacts such as clients and colleagues in one place, including copies of emails, faxes and other correspondence you’ve sent them. You can also keep track of appointments and meetings.
  2. Sales and marketing – tracking your sales and the associated paperwork, using reporting functions to identify marketing opportunities and monitoring how effective your advertising campaigns are.
  3. Account management – seeing all your orders in one place, generating invoices, tracking payments and their related correspondence.

Most therapists will already see the advantages of having the contact management and account management aspects of CRM software. When your client information is consolidated into one place, you will save time and reduce errors (which can arise when you’re using a number of programmes to manage different bits of information). 

Sales and marketing

For therapists who are keen to grow and expand their business, the sales and marketing aspect of CRM software is an excellent and essential feature. CRM software provides you with a complete picture of your existing contacts so you can identify and target individuals with the greatest potential for future sales. Instead of doing random mass mailings, you can specifically select contacts in your target market – for example, sending a 10% discount voucher for a massage to all women aged 30 to 50 who have birthdays in September.

Reporting

CRM tools allow you to generate a full range of reports with their automated analytics and reporting systems. This means that you can track the success of your marketing campaigns, generate meaningful reports to help you analyse your results and optimise future business opportunities based on your past experiences. This will save you time and money on redundant marketing campaigns, make others more cost-effective as you won’t be spending money targeting unsuitable clients and will hopefully make your business more profitable by attracting and retaining new and existing customers.

Social media integration

Many CRM packages now also offer full social media integration, so you can import external contacts (such as people who are your company’s Facebook friends) and use social media to give your company visibility and a strong position in the marketplace. From within the software, you can track things like Facebook and Twitter comments, so if a client asks a question you can respond without delay. You can also post your latest news and special offers in just a couple of clicks of the mouse!

CRM software is something you should consider if you run the type of business where marketing is a key requirement and you want to constantly interact with your clients via a number of channels. Its contact management and account management features will save you time and money, as well as ensure that your clients get an efficient service from you. The marketing tools will help you to develop and expand your business, optimising opportunities using the most cost-effective and income-generating methods. 

Read our reviews of CRM software

You can read our reviews of key CRM software packages here. We hope you find them useful! You can also download our useful comparison spreadsheet here.