SO-HO CRM (customer relationship management)

What is CRM and do I really need it?

A customer relationship management is a program that allows you to keep your contacts, inquiries and communication open with your prospects and customers.

Think of it as a database of all pertinent contact, history, tracking manager for your company’s customers, prospects, a system that automates your PR, campaigns and data management and provides a clear picture of your ROI (return on investment)

Many online companies offer for a membership/ user fee comprehensive and easy to use solutions.

You as a small business owner, can benefit by using a turn key solution with step by step instruction on how to use, manage and track your customers, but also as a small business owner you are constrained by your budget and time to learn to use these solutions.

Salesforce,com, Zoho.CRM.com, are some of the leaders in CRM solutions, but did you know that you can create your own CRM tracking with just a good e-mail program.

Let’s analyze the use of Outlook Express and MS Outlook as a CRM program to integrate with your SO-HO.

If you only have a few customers and prospects, and do not have the budget, consider these options before you dive into a yearly contract.

How can I set up and use these programs (already on your computer and paid for) to implement my own CRM.

Before you start creating your CRM, have e-mail accounts created for each marketing need (ex:info@yourdomain.com; help@yourdomain.com) also please create our own website along with your domain name which you can can create here: Ipower to present a professional image to customers.

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Next, create a new “Rules and alerts” from “Tools” , the wizard will help set up the rules, and how to manage these alerts. Example: Set a rule that all e-mails coming from a specific e-mail address, subject line, or from people in your contact list to be moved (deleted, copied, added—) to a specific folder (in the example above, Folder called “CRM”) and apply how to manage these.

Next create a distribution list and select all e-mails that come from the specified rule that you just created. Name this list CRM inquiries (example only)

Create an e-mail template with subject and information regarding the inquiry you would like to respond to.

Set up folders, distribution list and rules for all type of inquiries and e-mail responders to these.

As you will receive these inquiries, from Web site, from blog, from where you have set your e-mails to contact from, will be automatically added to the folder assigned and you can now send out to these lists the response to inquiry in a timely and professional way.

You can use settings to send newsletter subscriptions, trade show info, product information, news, alerts you can also set these messages to leave at certain dates, times by marking the e-mail responders with recurring and options set for time and date, also tracking receipt for those.

Apply this system only if you have a small database you work with. If you expect 1,000′s of inquiries, best to use the professional versions online, or outsource this service.

With a little effort and imagination you can create your own CRM at no extra cost.