Why Customer Relationship Management is Important

Customer Relationship Management is important for your business because your customers are the HEART OF IT! Their satisfaction determines your level of growth.

Taking time to attract, nurture, and manage your sales process leads to success. Customer retention and growth come from making sure your buyers are happy. It’s the “happy customer” that will do the best marketing for you!

Below, I’ve listed 3 Reasons why customer relationship management is important:

  1. Lost Opportunity 
  2. Customer Experience
  3. Save Money

Lost Opportunty

We are now an “instant gratification” society, and as such, we want immediate results. So when your new customers visit your website, they want to be able to take immediate action. 

They want to be able to download your lead magnet, schedule an appointment, buy a product or service, and then move on with their day. They don’t want to wait for you to be available in a few hours or even a few days. 

According to Ken Krogue, author of the Forbes article, Why Companies Waste 71% of Internet Leads, “An increase from 27% to 92% is an increase of 341% lift in results just by responding immediately and persistently to leads.” 

Can you imagine how a 431% increase in business would affect your profit?!

Customer relationship management is important because people want to feel like they matter. They want to feel seen and heard, especially if they’re going to give you their money. 

Today, even small business owners can incorporate exceptional customer relationship management practices into their sales process by using CRM software. CRM software allows you to automate certain aspects of your sales, helping you to provide a much more immediate and customized response to people.

Customer experience

Have you ever been to Walt Disney World? Disney has mastered the art of creating an immersive customer experience. Disney sells you a feeling, not products or services. That’s why it’s called, “the happiest place on Earth.” 

You can do the same thing. Customer relationship management is important for ensuring your customers feel like you understand their situation, care about their problem, and have the perfect solution to fix it. 

Customer relationship management (CRM) software can help you to demonstrate your understanding, empathy, and expertise by giving you a platform to educate your prospects – nurturing their interest. You can do this without ever having to pick up a phone or write hundreds of emails a day. 

CRM software allows you to create personalized and perfectly timed messages that are designed for the specific interest of your customer. 

According to the article Understanding Customer Experience, “Consumers have a greater number of choices today than ever before, more complex choices, and more channels through which to pursue them. In such an environment, simple, integrated solutions to problems—not fragmented, burdensome ones—will win the allegiance of the time-pressed consumer.”

Ignoring the way your customer wants to communicate with you for the sake of your convenience and comfort zone will put you out of business. It is worth your time and effort to learn how you can give your customers an amazing buying experience.

What Is a CRM?

Save Money

Customer relationship management is important for your business because it will save you money. You’ll drop fewer leads, increase customer satisfaction, and your CRM software will work for you 24 hours a day, 7 days a week!

Starting with your website, your CRM software will be able to collect and funnel leads into a pre-designed and automated sales process. No more lost sticky notes, missed emails, or deleted voicemails. 

Your customers will love you showing them immediate attention to their needs and they will feel like you care about providing good service right from the start – giving you a great first impression.

According to the article, 7 Ways CRM Solutions Help Organizations Reduce Cost, “CRM software can help in reducing rework and faster sales closure. This helps in delivering high customer satisfaction levels in turn increasing the volume of referrals and word-of-mouth advocacy leading to an exponential growth in new acquisitions. 

why customer relationship management is important


Customer relationship management is important to prevent lost opportunities, give your customers an amazing experience, and save you money!

If you’re interested in learning more about CRM’s I encourage you to read my article titled, The Best Customer Management Software to Grow Your Business.

I also encourage you to look into my favorite CRM software, Keap! I use this software every day for my own business as well as for my clients as a Keap Certified Partner.