Tag Archives: Social Selling

Relationships are the most important aspect of CRM Software

CRM Software is all about Relationships!

One of the oldest business adages in the book is that the customer is king. The focus on the customer is for important reasons. They are the engine that propels any company forward. Without interest from customers, the whole business falls apart. In this article, we wanted to explore several facets of CRM Software today which ultimately should help establish and maintain excellent relationships with your customers (particularly repeat customers).

The Many Flavors of CRM Today

Since 1997, I have been working with Customer Relationship Management Software (CRM). Today, the use of customer relationship management software has become even more popular as more businesses realize the usefulness of these tools to develop relationships. There are various flavors and terminology to describe CRM. For example, Social CRM led by Nimble CRM, full featured CRM for Mid to Large Organizations like Pipeliner CRM, & Customer Support Software  from firms like Zendesk are all considered customer management tools.

The Core of CRM 

But, at the heart of all of CRM options should be one basic element. And, that is developing and maintaining relationships with people! Primarily, what CRM should do is allow for businesses to create relationships, nurture them, and help their customers grow. The basic features of CRM should keep track of the interactions throughout all phases of a customers journey with your firm. It stores all of the data about those interactions and helps you to better understand the relationships that you have with your customers. In essence, contact management should begin with a single view of the past, present, and future of your interactions with your contacts.

Social Media

Beyond the basics, Social Media has required CRM to adjust and adapt a bit in recent years. As a result, Interactions with customers via social media platforms is another area for CRM software which enhances relationships. The multitude of social media platforms that are available these days may make it difficult in some respects to track every interaction with customers, but systems like Nimble CRM do help make this process easier. Interacting with customers on social media is now considered the proper way for business to use this medium, so why not log what happens with those interactions? Today, keeping track of a persons digital interactions and “social listening” to your clients before and after they buy is all capable with CRM Software. Here are a few real life scenarios:

  • A Customer Advocate representative looks up a client on LinkedIn while staying right in their web browser session, looks up their respective contact information, calls them, notices that they have been working at the firm a short while, just had a birthday (turned 45, so sad), and then begin to take copious notes on a phone call interaction about a new product inquiry to pass over to sales. They then send out an email to thank them for their time and provide the future client advocate details on your flashy new product. All of this can be done while staying on one screen! Wow!
  • Another example would be recording and viewing the types of products that a particular customer has ordered in this past. And, knowing by looking at their Social Streams that they are asking for advice on twitter about similar products you provide. You engage with them online while working in your CRM tool and connect real-time to address their concerns. You are able to solve their issues in real-time! Wow!

Certainly, this is helpful for sales and marketing opportunities, but also helps with customer service as well. The possibilities are exciting!

Predictive Marketing

As was alluded to above, Customer Relationship Management software can help with marketing as well. Some businesses have automated the process of marketing to customers entirely based on the previous experience they have had with those customers. What does this mean? Simply that the businesses allow for their software programs to tell them what the most likely next purchase is for any given customer. The programs choose this based on the data logged about that customer already.

For organizations that want to go beyond CRM and Email Marketing, you may add in marketing automation software like ACT-On or HubSpot . This additional functions will allow you to be able to enhance your capabilities even further. Rather than trying to guess what a customer may want to purchase next, these software programs allow for the possibility of predictive marketing and progressive profiling that can take the guesswork out of marketing efforts for you.

There are so many ways to use CRM today. And, these are just a few ways in which CRM may play a role in your business today.

Are there other areas you use CRM Software for today? Let us know below. Until then, please keep SmartThoughts in mind.

If you are interested, below you will find an interview with Jon Ferrara of Nimble CRM, a leader in Social CRM today.


Nimble CRM is Social Selling at it's finest

Being Nimble in a Social Selling World

Since 1997, I have been involved as a software adviser and advocate for Customer Relationship Management Software solutions. To be sure, the aspirations of many Sales Executives were realized when they first came on the scene. Integration with Outlook, Personal Digital Assistants (PDA’s like the Treo, remember that one?), marketing, mobile synchronization, and sales forecasting were the drivers for demand back in the day.

Suffice it to say, CRM software is required to do different things now as a result of the recent paradigm shift in selling and marketing in the 21st Century. At SmartThoughts, we are constantly searching for software tools which can help facilitate the development of stronger and more impactful business relationships. And, that’s why we wanted to share some thoughts on an innovative software tool available now called Nimble CRM which shines among very few peers leading in this area today.

If you are not familiar with Nimble CRM, you should be. As the Nimble tag line suggests, “With Nimble, Building Business Relationships Has Never Been Easier” .  Social Selling is paramount in order to be found and to find new opportunities. Social Selling is not just the wave of the future, it’s a necessity for businesses to remain relevant. Sales advisers need tools like Nimble to remain viable.

What is Nimble CRM?

Nimble is the only solution to offer small businesses the best features of high-end CRM systems combined with the power of social media. Nimble CRM is used by small organization to handle the basic tenets of CRM but shines in helping define the right leads and improve relationships with future & existing advocates.

What do we like most about Nimble CRM?

  • Smart Contacts Widget: From your browser (in LinkedIn, Gmail, etc.) you are able to simply right-click a name to “Nimble” it and you’ll be prompted to find out more about them.
Nimble CRM is the leader in small business social selling software.

Nimble the person and you can take those 12 tabs of research down to just one.

  • Social Signals: On a contact or account, easily view all the social activity streams in one view.
  • Engagement: Nimble you can view and filter your social signals such as birthdays, job changes, and new connections to leverage these signals as engagement opportunities and start reaching out!
  • Rapportive:  With Nimble, your contacts now follow you into your most-used app, Gmail, with a new plug-in. When you are reading an email from a Nimble contact – or hover your mouse over an email address in a thread – the contact details appear in the Rapportive widget. If the contact isn’t in Nimble, you can easily import him with the click of a button.

Yes, Nimble is now joining the ranks of Google, Facebook and other companies who have become their own verb. Way to go Nimble!

Certainly, like all software, Nimble is a work in progress. It will never be completely done or complete. That noted, it would be great to have better reporting capabilities for activities and opportunities. In addition, it would be better if Nimble handled account and contact linking better. In other words, when you desire to have common data fields such as revenue which is present on both the account and contact records which are updated when either is changed.

However, in this day of “Social Selling”, Nimble excels beyond expectations. And, if needed Nimble can do even more.  Through Nimble’s API it can be integrated into systems like Salesforce.com, Marketing Automation platforms like ACT-On, ERP systems like Netsuite, or potentially WealthEngine for development officers to gain insights into not only “Social Activity” of donors with Nimble but also donor giving history and capabilities (Awesome!).

Truly, it’s an exciting time to be a sales adviser, donor development officer, or business with tools like Nimble to help build stronger relationships.

If you would like to learn more, I am a contributing author on TrustRadius. And, you may find a full review by clicking My review of Nimble CRM on TrustRadius here. Or, sign up for a “Free” Nimble Software trial today by clicking here.

I will be reviewing more CRM, Social CRM, and Marketing Automation Software solutions soon!