🎯 The reason we started thinking about corporate CRM (1 of 4)
The reason we started considering corporate CRM
The moment we needed a sales management system in web agency sales Most projects in running a web agency start from client inquiries. While there are additional projects from existing clients or referrals from acquaintances, actually, inquiries from new companies or brands make up a larger proportion.
When an inquiry comes in, we first make a call. This is because it is often difficult to fully grasp the project situation through the inquiry form alone. We ask additional questions over the phone and, if necessary, send follow-up questions via email to gather the client's responses. Through this process, we gradually begin to see what stage the project is at. Some clients are still at the RFI stage, thinking about their budget internally. Others are at the RFP stage, with their requirements and budget somewhat organized. Depending on this stage, the response methods we need to prepare also change.
The problem was that clients do not always provide enough information. Often the inquiry content is simple, and there are times they contact us when the project situation isn’t yet organized. In these situations, sales responses naturally become heavily dependent on the experience of the person in charge. Experienced staff can quickly grasp the necessary information with just a few questions. However, in cases where this is not so, conversations may not deepen, and only estimates are conveyed. To solve this problem, we made several attempts. We conducted sales training and also held internal training to organize the response methods of the staff. At the same time, we started to organize the sales situation in spreadsheets. By recording inquiry amounts, client needs, schedules, and current progress, we attempted to visually verify sales flows. However, sales did not immediately change just with training and data organization. At that time, I thought that external factors like market conditions or budget issues had a bigger impact.
One day, a client who had requested a project contacted us. They said that they had sent an inquiry but received no response. Upon checking internally, it turned out that the inquiry had been missed during the handover process. We thought the client was unresponsive, while the client thought we had not replied. That incident prompted us to rethink our sales methods. I felt that spreadsheets and staff training were not sufficient. We needed a structure that would not lose track of sales progress from the moment an inquiry came in. At the same time, it was necessary to have a way to determine which inquiries were important leads and to create response strategies appropriate to the situation. As I contemplated these issues, I naturally came to a deeper understanding of the concept of CRM, that is, corporate sales management systems. Especially, the CRM structure that manages B2B sales seemed quite aligned with the issues we were considering. So, we decided to actually introduce a CRM.
The reason we started considering 🎯 corporate CRM (1 of 4)
View Original
https://blog.naver.com/musigncorp/224205545956