In an age of ecommerce and online marketing, many of your business's clients may hail from other cities, states, or countries. Your remote clients are just as valuable as your local ones, so you need to take action to ensure that your interactions are valuable, high-quality, and easy to engage.
Related: Keep better track of your remote clients with your CRM and sales software
Use Mobile CRM on the Road
According to a Cisco report, 64% of firms consider providing more mobility support a top priority for their business, 47% want to support more mobile devices within their business, and 46% want to extend their business's internal systems for mobile access. Why this sudden interest in mobile functionality? Because that same report found that mobile devices increased employee responsiveness and decision making speed for 76% of businesses, and resulted in faster issue resolution for 64% of businesses.
A mobile CRM app can make life easier for both you and your customers when you travel to meet with them. In order to access their information, their purchase history, and other significant data, you need to be able to log into your CRM system. A mobile app, either provided by your CRM software provider or accessed through a cloud-based Software-as-a-Service provider -- can help you have the information you need in front of you when you're meeting with current and potential customers.
Speed Up Your Response Time
When clients aren't local, it's even more important that you maintain close contact and respond quickly to their calls, emails, and other means of contact.
How important is a speedy response? A study reported in Forbes examined this question in the particular field of lead generation. It found that the odds of successfully contacting a lead within 5 minutes is 100 times higher than waiting 30 minutes. And after 5 hours, the odds of making contact drop by 3,000 times. Therefore, the best time to contact an incoming lead is within 5 to 30 minutes; the shorter the delay, the better the likelihood of contacting and qualifying the lead.
However, the study also found that it takes companies an average of 46 hours and 56 minutes to contact their lead. As a result, more than 73% of a company's incoming leads go unqualified -- meaning 73% of their potential clients are lost due to slow response time.
- If you want to keep your clients happy and improve your interactions, you need to respond to them as quickly as possible. Set up mobile CRM alerts, call forwarding, and other communication tools to make sure you never miss a contact from a remote client.
Web & Video Conferencing Apps
The most popular business apps are those that enable you and your clients to communicate instantly. You can improve the flow of communication to and from your clients by implementing web and video conferencing apps to facilitate virtual meetings and face-to-face discussions over video. 30% of businesses plan to install these apps on their employees' devices this year, according to the Cisco report.
- If your business phone system utilizes cloud-based VoIP technology, you can access and utilize the system from anywhere -- the office, the house, the hotel, and beyond. Many VoIP systems can route calls from your office to your mobile phone. Besides giving your clients one single number to call no matter where you are, these apps ensure that you never miss their call.
Positive client interactions are an important element in finding and retaining valuable customers. With the right tools and the right attitude, you can ensure that your remote client interactions are meaningful -- whether they're face-to-face, over the phone, or through a video/web conference.