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"In 2016, your CRM must do a better job
of being user-friendly and easy
to understand"
- Matt Keenan, VP Aptean
As part of your brand’s operational strategy, chances are you use a CRM - or a client
relationship management platform. CRM’s are an integral part of managing your data
and business relationships within one central hub. With the right software in place, your
team can create reports regarding just about any metric you can fathom, you can manage
teams’ activities, and analyze pretty much any pattern or trend within sales you want.
But as essential as they are, they have some drawbacks - Hey, you can"t expect them
to be totally perfect, right?
While it wouldn"t be fair to expect a CRM to be completely flawless or allow you to set
it on autopilot, and let it run things while your department goes out for drinks, the little
drawbacks that CRMs do have could potentially do damage to the completely streamlined
and unified experience it’s trying to create.
Some ways CRMs fall short:
• They are generally speaking, time consuming to learn and very difficult to master.
• CRMs alone cannot make your reps more efficient, or more knowledgeable about
customers.
• Not all employees outside of sales have access to the CRM so they cannot stay in
the loop if and when they need to engage with customers.
www.nanorep.com
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According to Keenan, in 2016, CRMs will be
forced to become as easy to use and intuitive
as is the tech we use in our own daily lives.
Reps don’t want to be bogged down with lengthy
training manuals and modules. They want to
be able to access information faster and more
thoroughly than they can with the systems
they currently use and they want to be able to
anticipate customer needs better. These are all
important and unaddressed issues within CRM
models so Keenan notes that “designing CRM
solutions with an experience that empowers the
user is an important shift toward the increased
adoptability of CRM solutions.”
Luckily, nanorep integrates with the number
one CRM platform, Salesforce, giving your team
not only the numbers, but the knowledge to
create a unified experience. Integrating nanorep
improves first contact resolution, helps reps
anticipate customer needs, closes knowledge
gaps, and helps resolve issues much faster than
with a CRM alone.
www.nanorep.com
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