Enhancing Customer Relationships Through CRM

If you don’t know your customers’ goals by the end of January, that’s a you problem. When I was a CSM, January was my golden ticket for getting aligned with my customers. Everyone’s in “fresh start” mode, and there’s no better time to talk priorities, goals, and how to crush them together. But let me ask you something: If I opened your customer notes right now, would I see documented goals for every single customer? Would I see exactly how they define value? If not, don’t panic—yet. But it’s time to step up. For those of you managing a massive book of business (aka “How am I supposed to talk to everyone?!”), here’s your cheat code. This strategy is easy, scalable, and effective: 1️⃣ Record a video (Yes, even if you hate being on camera). Grab Loom (or your phone—no fancy tools required). Wish your customers a Happy New Year and let them know you’re here to help them with their business goals in 2025. No meeting request needed (because nobody wants another meeting). Instead, end with a CTA: “Take 2 minutes to share your 2025 goals using this quick form!” 2️⃣ Create a form (keep it simple). Build a survey with dropdowns, picklists, or examples relevant to your product's value. Help your customers think, “Oh yeah, THAT’S what we need to focus on.” 3️⃣ Distribute in bulk. Send the video + form link to your key contacts. Use your CSP, CRM, or even old-school email—it doesn’t matter how you send it, just send it. 4️⃣ Track it. Follow up. Repeat. Spreadsheet? CRM? Sticky notes on your desk? Whatever works for you, track responses and follow up with the stragglers. 5️⃣ Turn insights into action. Take those submitted goals and bake them into your next call. Ask deeper questions. Validate their objectives. Show them how your product becomes their superpower. If your book is smaller: Just make goal alignment a top agenda item for your next call. No excuses. Here’s the deal: January is prime time to do this. If you don’t have your customers’ goals locked in by February, that’s a you problem. Don’t leave this opportunity on the table. Lean in. Get it done. Your customers (and your metrics) will thank you.

$1.1M of my 2023 closed won pipeline, had a previous user in the deal cycle. It's the easiest new pipeline, but most reps don't know how to find previous users systematically. Lightning absolutely does strike twice. In fact, it's more likely to strike twice. Previous users will have a higher likelihood to respond right away, take a meeting, and have a much shorter sales cycle. The hardest part is just identifying / tracking them in the first place. Here's how to set up a saved search in Sales Navigator that will alert you when previous users join your current accounts: 𝗦𝘁𝗲𝗽 𝗯𝘆 𝗦𝘁𝗲𝗽: 1. Sign in to Sales Navigator 2. Click Leads at the top of the page 3. Click Lead Filters + 4. Click "Past Company" and click on your past customer list under "Account Lists" - mark INCLUDE 5. Click "Current Company" and click on your past customer list under "Account Lists" - mark EXCLUDE 6. Under "Workflow" go to Account Lists and highlight your current CRM accounts you own This way - you're finding people that worked at previous customer companies but EXCLUDING those who are now at customer accounts or at the same place. 7. Under "Function" add any that match who you currently target 8. Click the toggle for "Save search to get notified of new results" People are constantly changing jobs, so always look for this when targeting a new account. This is one of your strongest signals. Keep your raving fans in the family. P.S. Built out an email template for previous users + 6 other use cases, here: https://lnkd.in/gAyuvKkt

One complaint. That’s all it took to lose a key customer. A client reached out with an issue, but we didn’t track it properly. It slipped through the cracks. By the time we followed up, it was too late. Their trust was gone. I realized something important: → Complaints are a chance to build trust—not lose it. → Without a clear system, it’s easy for issues to get lost. This is where a CRM makes all the difference: → Every complaint is logged automatically, so nothing gets missed. → Clear timelines and follow-ups ensure quick resolutions. → It keeps the entire team aligned on what matters most: your customers. It’s not just about fixing problems, it’s about showing clients you care. Over to you: What’s the first step you take when a client raises an issue? #crm #cutomers #automation