A given MSP business will likely have increased conversion should available information regarding clientele be maximized. You want to do your homework as pertains to specific clients and enable both customer service representatives, as well as sellers, through providing them appropriate data. Following are tactics to enable your MSP this direction:
Share Information Internally
Your MSP business should pool information internally between customer service, marketing, and sales divisions. It’s a bit ludicrous not to. Why not arm your entire team with all the data possible? Do so regarding potential and existing clients, and make all that information available in a single consolidated location so clients experience exceptional professionalism.
Don’t Neglect CRM Solutions
CRM stands for Customer Resource Management and describes software that helps you manage customers, as well as leads. You can use solutions like this to consolidate information across varying departments, ultimately allowing you to reduce operational “static” and more cogently serve client needs. Working with agencies which specialize in SEO solutions aimed at MSPs might help you find the most appropriate CRM software for your business.
Instill Those Dealing with Clients with an Information-Gathering Attitude
Those dealing with clients in terms of customer support, conversion, or outreach should all have an attitude which makes gathering information paramount. The time of day a call is made, the “rank” of who you talk to within an organization, the prospective budget of that organization, how they compare to other clients in your demographic, how many times they’ve been contacted, and any other pertinent notes should all be gathered and made readily available. As more information becomes available, it should be entered into client files.
Informed Client Management
When your MSP business instills an information gathering attitude among your team, uses appropriate CRM solutions, and shares information between departments internally, you can expect clients to have a better overall experience. This is valuable in both converting new clients and retaining existing ones over the long-term.