CRM is a bit like a gym membership. You get what you put in. Use it occasionally, and you’ll see some small benefits. Use it correctly and you’ll become a powerhouse. It’s all about forming the right habits. I’m only joking about being mildly effective. Follow these rules and you won’t regret it.
1. Use your CRM as a document repository. This is an easy place to start with immediate benefits. If your CRM is web-based, you’ll have access to your files from anywhere. You’ll also know that they are being backed up on a regular basis.
2. Keep file notes. Entering your file notes into the CRM is a better system than scribbling in a pad with the intention to transcribe later or keeping hundreds of files on your computer desktop. It is easily searched and readily available in one place for quick reference.
3. Personalise your CRM homepage. Make sure you’re only seeing the most relevant data on this screen. Ideal options include upcoming client birthdays and anniversaries, tasks assigned to you, recently accessed clients, latest file notes and relevant RSS news feeds. Speaking of homepages, make your CRM the browser homepage, too!
4. Know your clients. When you’re about to see a client, or one has just phoned you, quickly access the front page of their client file to refresh your memory on their financial situation, employer, who referred them and who they’ve referred as well as the file note on your last contact with them.
5. Generate review documents. The client data is in and you’ve been given your initial suite of document templates. Start using them, already! You’ve got a client review after lunch. Don’t start scratching around to figure out what’s what. Generate a reverse fact find or an insurance schedule (it will probably only take one click) and print it out or email it to the client.
6. Don’t forget. Way back when, you remembered everything that was going on with all of your clients. But the practice has matured and you need to implement proper workflow systems. If you haven’t had that set up already, at least start setting yourself tasks. You’ll get reminder messages and there will be a “paper” trail for future reference.
7. You are different. Your practice is different to every other practice out there. Start customising your fact find. It will be simple to do and allow you to start recording the client data that sets your client value proposition ahead of the rest. This is how you create value in your business.
8. Run segmentation reports. Without needing to customise anything, you’ll have a bunch of default reports that you can run. Use them! All clients, clients with a review due next month, clients with a policy up for renewal this month, clients with a self managed super fund that have a ‘Gold’ rating. This is how you can extract value from your business.
OK, so there are eight rules. I bet you can even think of a couple more!
