CRM 101
It amazes me just how many people fail in the sales process at the first stage. Let me give you an example:
Last week I was ringing around trying to get further details about some property to let in the area. I had to ring 3 times before ‘the person I needed to talk to’ was in the office. However, before I managed to get through the lady answering the phone never once bothered to take my details or get somebody to call me back.
In this situation I was motivated enough to call back and be persitent; there are numerous other occassions when this had not been so and a potential company has lost out on a sale simple becuase they didn’t know who I was.
Using an CRM package (such as Tactile CRM) can obviously help with this, but a large part is down to the education of staff and having a process in place to deal with things like this.