Is Your Web Site an Integral Part of Your Business?
Almost every business today large or small has a web site. Some companies have done a good job of making theirs interactive and engaging while others have created little more than an electronic brochure. Yet most business owners will agree that their web site defines their business, outlines the value they offer to customers and may be the single most important source for brand awareness and communication with prospects and customers. Why then, is it not an integral part of their business?
The Customer Experience
Your web site is not for you — it’s for your customers and prospects. Their experience with the utilization of your site and attaining the information they need may play a larger role than you think with regard to customer retention and customer satisfaction. Many companies are working to improve the customer experience by adding educational materials, white papers and videos to their home page and this is great, but with the right partner more can be done.
CRM and The Web
Companies like Commence Corporation are helping small and mid-market companies to make their web site an integral part of their business. Commence provides Customer Management software applications for contact and account management, sales management, marketing, project management and customer service, but we take CRM to a whole new level by integrating your web site with our web CRM software. This integration enables you to more effectively manage customer relationships before, during and after the sale, providing you with a competitive edge over your competition. Outlined below are just two examples of how Commence can help you to make your web site an integral part of your business.
1- Sales & Lead Generation
Every business wants to generate more leads and implement lead management software to ensure that they are properly followed up and do not fall through the cracks. Have you ever considered using your web site for this? Why not? Web based CRM solutions like Commence CRM offer integrated lead forms that reside on your web site. Once the form is filled out and submitted the information automatically populates the CRM system and alerts the territory sales representative that they have a new lead. They can then follow-up on the lead without any additional data entry. In addition, upon submission of the lead form, the prospect is automatically notified that their inquiry has been received and someone will be contacting them shortly. This provides the prospect with a comfort factor that you provide a quality service before the sale and that your company is seriously interested in their business.
2- World Class Service — The Customer Portal
Your customers are your lifeline, so why not provide them with the best quality customer service you can by using your web site as a vehicle for improving your communication with them. In today’s competitive market the difference between you and your competition may not be the product you offer but instead the level and quality of service you provide. CRM software like Commence CRM provide not only a comprehensive ticketing system, but include a customer portal that offers additional services to your customer, including the ability for customers to update their profile, submit a service request, and review a knowledgebase of product information or frequently asked questions. These features are provided as an integrated part of your web site. Best of all, these integrated services are available to your customers 24/7 and will serve to actually reduce the call volume to your service organization.
Make Web Integration Part of Your CRM Software Decision
Most small and mid-market companies are thinking about CRM software to improve contact management and sales forecasting and there are certainly many low cost solutions that can deliver this functionality. The real value of CRM however will be realized by those companies that select a CRM solution provider that can help them integrate their web site as an integral part of their business.