“I constantly order white pallets for the restaurant! Why are you offering me gray ones, and of a different size?”
“Thank you, I'm not interested in your offer.. I have a cat, not a dog. And I always buy super premium food from you, not economy food.”
“Stop sending me letters with promotional items for books that I already bought from you and read a long time ago!”
Often, salespeople hear these and other remarks in response to offers that are not relevant to customers.. Moreover, outraged customers openly express their dissatisfaction in reviews on all available resources. And this harms not only sales, but also the reputation of the business.
There is nothing to say about the importance of communications and generally working with the company’s clients.. However, not all entrepreneurs understand what tools can be used to establish stable and harmonious relationships with the target audience. In particular, how this can be achieved using accounting programs and CRM systems.
Why is it important to use everything together: a CRM system and an accounting program?
The decision to use or not to use automation tools is made only by the owner, and it can be justified by certain business goals and objectives that he sets for himself.
If you have a large online business, where you need to communicate with hundreds or thousands of clients every day, you cannot do without a full-fledged CRM system.
After all, its main function is to record and process all user contacts and orders, and store customer data.
A CRM system as a whole not only systematizes trading processes and “guides” the client through the sales funnel, but also improves communications with customers, promotes their satisfaction and loyalty to the brand.
However, the cost of such systems is often high, and not all businesses need their functions.. It is not necessary to buy a full-fledged CRM system, for example, for a retail store with a small customer base.
At the same time, CRM alone will not help the owner, even of a small store, achieve the desired trading results. In addition to working with clients, you need to keep records of goods, mutual settlements with partners, analyze user actions and sales in order to plan the next purchases, understand customer trends and preferences, etc.
This is why it is extremely important that the CRM system works in conjunction with the accounting system.
Main functions of CRM in Torgsoft
Accounting programs, like Torgsoft, can combine the functions of store management, assortment accounting, sales, customers, and separately the functions of a CRM system – in the plane of communications with users.
The accounting program has all the necessary options for working with clients:
maintaining a client base, collecting information: contacts, marital status, address, preferences, social networks, birthdays, etc., recording any contacts with clients through various channels, tracking the dynamics of work with the client base, automating “touches” with users using automatic reminders via SMS and calls, classification of customers by interests, recording stages of sales, transactions and their analysis, pre-sale and post-sale customer surveys to improve the quality of service, recording calls via Binotel IP telephony.
In general, in the Torgsoft program you can carry out other important work on managing a commodity business:
Receive goods, create invoices, convenient product catalogs, manage a warehouse: control the movement of goods to and from the warehouse at points, maintain financial records: accept payments in various forms, create invoices and issue invoices, record sales and store payment information for clients, conduct settlements with suppliers, dealers, wholesalers, automatically generate fiscal receipts using PPO software and transfer them to the tax office, generate cash register reports, sales execution plans, other financial reports, analyze sales, plan marketing events for clients based on: interests, demographics , age, activity, etc..
In particular, the default marketing options in the program are enough to work with customers in a comprehensive manner, increasing their loyalty and the likelihood of repeat purchases. You also can:
plan promotions and tie discounts to specific products or clients, for example, birthday, anniversary, VIP client, create a bonus system of cumulative discounts, generate barcodes for discount cards and assign them to clients, etc..
Additional program modules for working with clients
The Torgsoft accounting program provides additional paid options that will allow you to work with client databases most efficiently. Such options are aimed at increasing customer satisfaction and business profitability. The greatest demand among entrepreneurs is:
Mass mailing of SMS, e-mail and Viber : in the program you can create and segment a client base for marketing mailings, link the mailing to a specific promotion, analyze the results of sending. Gift certificates that you can issue, sell, reissue, and your clients can use them to pay for goods and services. Synchronization with an online store : you can work with orders and clients directly in the accounting program, without switching between systems. This is useful when you have a lot of customers and sales and need to process orders quickly. Synchronization with Nova Poshta and Ukrposhta : after processing an order, in the accounting program you can link it with the services of postal operators, create invoices and transfer goods for shipment. At the same time, from the accounting program it is possible to send automatic SMS reminders to customers about sending the parcel.
Therefore, in order to work competently and effectively with clients, often one CRM system or its individual options is not enough. However, you can start small, install an accounting program and immediately accumulate information about your customers: their actions, purchases, preferences and other data important for marketing planning and business development.