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Today, every small business must have a consistent way to track, management, and communicate with leads and customers. The only way to do that is with a Customer Relationship Management (CRM) solution. If you think this doesn't apply to you because you are a solopreneur, read on. Your customer is sophisticated and they expect you to operate in a more sophisticated way.
In 2023, CRM Trends are all about personalization, responsiveness, and real-world interactions. I've highlighted the top five CRM trends and described what they are and why you should care.
Trend 1: Personalization
This has been a trend for several years now. People want to be feel they are working with another person and not an automated system. It is more than just using their first name, although very important. Personalization is about customizing the digital experience to make it more relevant, compelling, and personal to a customer.
49% of buyers purchased more after receiving a personalized experience. (SuperOffice)
68% of customers decide to leave a business due to perceived indifference towards them. (Bloomtools)
There are many ways you can personalize including segmenting your list, using their name, referencing their purchases, and communicating based on their interests & actions. The more contextual and relevant you can make your communications and responses the better.
A CRM solution will help you automate these steps and even notify you to make a call or reach out. Without a CRM, you won't be able to keep track of all of these interactions. You will drop the ball in the conversation.
Food for thought: How do you personalize today? What personalization's could you add?
As business owners, you are out and about meeting clients, connecting with new people, or running your child to soccer practice. Wouldn’t it be great to update notes on a conversation or add contacts right to your phone while in line at the grocery store?
That’s what a Mobile CRM enables you to do right from your phone. You no longer have to be tethered to your desk to keep your CRM up to date with conversation notes, tasks, and appointments. The better your data the more effective you will be at closing new clients.
82% of Mobile CRM users say it has improved the quality of their data (Software Advice).
If you have CRM, check to see if it has a Mobile CRM App. If it doesn't, it is time to switch. (The Work Smarter CRM has a great mobile app. 😍)
Food for thought: What other business apps do you use on your phone? Do you think a Mobile CRM would be helpful to you?
Solopreneurs do not have the time to be managing multiple apps. You are likely managing a small team, doing some of the client deliver, all the sales, and all the admin. If you are managing contacts across multiple apps like your calendar, email marketing, invoices, form submissions, etc, you are adding work to your plate. It is that simple.
The All-In-One CRM is the biggest trend in CRM because is consolidates all of those apps into one business solution. Just imagine, being able to log into one app and manage your marketing, tracking your sales, and nurturing relationships in one system.
CRM can boost conversion rates by 300% (Finances Online)
74% of companies say CRM technology gives better access to customer data (Resco.net)
Every app is consolidating features. Look for a solution that works best for your business.
Food for thought: How many apps do you use in your sales and marketing today? What would it be like to have ONE PASSWORD?
If you are looking for one trend to follow, it is incorporating texting into your marketing. SMS Marketing is simply two-way conversations between business employees and customers using bulk text messages for purposes of sales, marketing, promotions, contests, and support. With texting unlike with email, you do need people to opt-in and provide them a clear way to opt-out.
Opportunities to incorporate text messaging into your marketing are announcing a new offering, running a contest, engagement for a challenge, or anything else you can come up.
40% of businesses engage in SMS marketing. (Blogging Wizard)
SMS click-through rates are between 20-35% compared to 3-5% for email. (Text Talk)
61% of consumers want the ability to text a business back. (Click Send)
Just imagine your message reaching more people, more quickly. Might that change your business?
Food for thought: Are their opportunities for you to use SMS Marketing? What are ways you could use text messages?
Did you know the average household only receives one personal letter every 7 weeks!?! YOU have the opportunity to pleasantly surprise a prospect, client or partner with a postcard delivered right to their doorstep! It is the perfect way to connect in a unique way.
When you are using a CRM with a focus on building relationships, it will make it easy to incorporate sending postcards to new connections, leads, and clients. You can send a welcome card after a client signs up, send a birthday part to your partners, or send a promotion. Your message will be seen by MORE people than your social media and you will get more engagement than your emails.
Direct mail has decreased by 62% (Mailing)
70% of Gen X consumers feel mail is more personal than online digital communications (Shamrock Companies)
Response rate for direct mail is more than 30 times the response rate for email. (Source)
Direct mail is coming back and QR codes are making it possible to track your engagement.
Food for thought: Do your review all of your mail? Do your actually review all of your email?
These are five trends in 2023 that you can't ignore because they will all help you create a deeper relationship with your contacts, which means more sales. It is all about personalization and connecting to people. If you need a CRM and partner to help you implement these trends, schedule a call. Work Smarter Digital can help you.
Which trends are you going to follow through on?
Work Smarter Digital is an all-in-one CRM software for solopreneurs and small business owners. It serves as a one-stop-shop for client management and marketing, with functionality for invoicing, booking, social media scheduling, email drip campaigns, automated workflows, and much more. In addition to the software, Work Smarter Digital also offers Done-With-You services to provide users with added support and optimization for their growing businesses. Want to get the full picture? See our comparison chart here.
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Mary Sue Dahill
Mary Sue Dahill is an Automation Expert, Hot Mess Tamer and author of The Boutique Effect. She helps ambitious entrepreneurs eliminate the overload from marketing gimmicks and too much technology that creates work and doesn’t convert. Mary Sue recalls the constant barrage of must-do marketing tactics to grow your list, get more leads, and convert more clients that never seemed to work. They were hugely time intensive and weren’t successful without a significant ad spend. After trying and failing at the complicated marketing tactics, Mary Sue said enough was enough! She stopped the insanity by shifting her approach from quick fixes and dreams of passive income to focusing on building real relationships. She has had much more success with this approach, feels far less salesy, and now teaches her strategies to her clients. With 20 years of technology management background, Mary Sue helps entrepreneurs build relationships in an authentic way without working nights and weekends because she helps them work smarter with technology. Mary Sue offers an all-in-one CRM solution and teaches her boutique methods to her clients to quickly go from scrambling for clients to a pipeline full of higher paying clients. Mary Sue is a proud mom of two college students and totally obsessed with her two mini dachshunds.
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