How do you manage B2B customer enquiries?

In a B2B environment, effective and efficient lead management is one of the key benefits CRM software delivers.

When asked how they manage customer enquiries, the response to this question is often: "they are passed to the sales team". And this can mean everything from being forwarded by an email, added to a spreadsheet, a verbal message, or even a note left on someones desk! And once this happens, how do you know that they actually get followed up? Is there any process for entering the enquiry into a database? If not, what happens if the person who began handling the enquiry is off sick one day? Can you track the progress of the lead? If you don’t know the answer to these questions, or the answer is no, this can have negative implications on the company as a whole.

Unfortunately, it is common in businesses with no CRM system for enquiries not to be followed up. Many get lost in the sales and marketing process. However every lead which is wasted is in effect throwing away potential for your organisation to make money. It is therefore critical that processes are put in place to ensure that every enquiry is dealt with.

Through implementing a Customer Relationship Management solution, you will automatically be provided with a structure and a process for managing enquiries. Modern CRM systems such as Microsoft CRM and Sage CRM contain this lead management straight out of the box. CRM solutions also provide a method of control in the form of a leads management section. The leads management section provides a structured way to respond, track and process incoming enquiries.

For more information about how CRM and lead management can help your organisation please click here. Alternatively contact Concentrix on 01509 410500 or email [email protected]