Using CRM software to increase sales and improve client service

What have accountancy firms typically used for business development and event management activities?

Nothing

Customer relationship management technologies

Excel spreadsheets

Word of mouth

What is the main advantage that CRM brings?

Avoid wasted effort

Reduces overheads

Allows teams to communicate and interact more efficiently

Firms can cut staff

How does CRM help in bid management?

Helps avoid cross-selling at the wrong times

Improves margins

Emphasises opportunities to target services to particular clients

Offers clients service recommendations

What have firms potentially missed out on by not using CRM?

New leads

Selling more services

The chance to modernise their business

Opportunities to maximise revenue

What is the main problem with using spreadsheets in firms?

Firms will not have a single version of the truth in business intelligence

Inaccurate or outdated data

Data will be spread out over multiple spreadsheets

Greater difficulty in responding to the needs of clients

What is a relatively new added extra in CRM functionality?

It boosts client referrals

The ability to spot potential new clients

The ability to add on apps that help post-purchase sales

The ability to pinpoint potential conflicts of interest

Why do some firms resist introducing CRM?

Because some firms are happy with spreadsheets

Because the return on investment does not warrant the outlay

Because it highlights those who are proactively seeking new business versus those who are not

Because some firms are too small for it

What are some ambitious firms using in business development?

Digital news feeds and social media data

More client referrals

More traditional advertising

Blogging and events

What do most firms use CRM for?

Seamless and timely interaction

Client and billing systems

Knowing the customer in detail across all departments

Engagement with customers on multiple platforms and channels

What is a major obstacle in adopting CRM for some firms?

Privacy and data protection concerns

Indecision over products and platforms

Client engagement

Internal agreement

Using CRM software to increase sales and improve client service

What have accountancy firms typically used for business development and event management activities?

What is the main advantage that CRM brings?

How does CRM help in bid management?

What have firms potentially missed out on by not using CRM?

What is the main problem with using spreadsheets in firms?

What is a relatively new added extra in CRM functionality?

Why do some firms resist introducing CRM?

What are some ambitious firms using in business development?

What do most firms use CRM for?

What is a major obstacle in adopting CRM for some firms?

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