CRM On The Go

by John R. SedivycloseAuthor: John R. Sedivy Name: John R. Sedivy
Email: john@capecodbranding.com
Site: http://www.capecodbranding.com
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Do you need a way of managing clients but do not have a large amount of money or time to spend on a complicated software package? I will provide you with a simple customer relationship management (CRM) system that’s easy and under $100.

It’s A Numbers Game
All that you need to effectively manage your clients is Numbers or other spreadsheet program. Numbers is the spreadsheet program that comes bundled with iWork ’08 and ’09 and costs $79 for a single license and $99 for a family pack. It’s quick, easy to use, and won’t set you back a fortune.

Here is an example of the CRM that I use:

I will address each of the fields starting from the top:

1. Individual or Business Name: Your name or your business name.
2. Item: The individual, sequential item number starting from 1, used for easy reference when discussing among individuals in your business.
3. Client: The name of your client organization.
4. Point of Contact: Individual point of contact within the client organization. It’s important to note that this should be an individual, the person with whom you have a business relationship within your client organization.
5. Address: Client physical address.
6. Phone: Client phone number for your point of contact.
7. E-mail: Client e-mail address for your point of contact.
8. Notes: Relevant notes to your client interaction. For example, I document my first interaction with a client (or potential client) and subsequent interactions. Relevant details about your client should also be noted here to include their likes and dislikes.
9. Follow-Up: The date and manner in which you are to follow-up with the client. Did they ask you to call them later? Meet at a certain location? Maybe request an e-mail? This is the place to put it.

There’s another item worth mentioning. Note the order in which the client contact information columns are listed – address, phone, and e-mail. This is purposeful. I have found that working with clients, or even contacting potential future clients that physically stopping by their location is the most powerful and personal method – this is the most risky and takes a good deal of courage – and this is why it can payoff.  If you are unable to physically meet with a client or potential client then a phone call is the next most personal approach. E-mail is the last method for obvious reasons.

Some may argue with the effectiveness of the prioritization of contacting, I would have at one point. However, it has been my experience that this works if done in a tactful way. It is also important to note that because everyone is different that individuals (clients) may prefer various different forms of communication. Some like physically meeting with you while others may be offended. Some prefer phone, while others e-mail. Some may not even know how to use e-mail (I know this may be tough to believe but it is true). This is the sort of information that may be best documented in the “Notes” section of your CRM spreadsheet.
The CRM spreadsheet is a great way to keep track of your client interactions without spending a lot of time and money. It provides a quick look and is easy to update once you get started.

Good CRM need not be expensive nor time-consuming!
-John R. Sedivy of Cape Cod Branding

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