These lyrics to the Billy Joel song “Piano Man” may resonate with those of us who have had to confront the need to enter our information into our company’s CRM, or customer relationship management tool, before nine o’clock on a Saturday. It just may be way more work than we want to confront during a week when there is so much going on in our communities and in our lives.
So What Are People Saying About CRM Systems?
Say the letters C-R-M to some senior housing industry professionals, and undoubtedly you will get grins or groans. Steve Moran, founder of Senior Housing Forum, a Caring.com partner, says, “The challenge with CRMs is they often require a lot more work than absolutely necessary.” Some systems require multiple steps just to do the basics to please your manager – your executive director, administrator and/or regional director. Sometimes, you may need to work with your management team to configure your system to work for everyone in your organization.
Getting the CRM to Work for Your Goals
Moran has good advice for anyone in the field: “Try to find a way to like your CRM, because the stuff you don’t like about it may turn out to be good for you. It may take you 10 to 15 minutes to access the system and enter the basics, but later you will say to yourself, ‘I’m glad I did that,’ because you have a sale.” And that feels pretty good on a Saturday when the regular crowd shuffles in.
Is your CRM a cloud-based system? Cloud-based systems offer easy access for everyone in your organization who needs to use the information that anyone provides.
“A lot of the CRM selection dialog involves matching your company’s sales and selling philosophy to the product,” Moran says. “A particular CRM provider may be great for a company’s sales style and philosophy but may not be good for Ops and Finance.” And senior housing companies have unique CRM needs compared to other businesses.
We’re Sharing a Drink They Call Loneliness, but It’s Better Than Drinking Alone
While many of us in the senior housing industry have our gripes with our CRM system, we know it’s something we all need to help us manage our customers. Rest assured, you’re not alone. Join us on Thursday, September 25, 2014, at 2:00 p.m. EDT (11:00 a.m. PDT) to discuss the truth about CRM systems in the senior housing industry. Our panel of experts will include Deborah Howard, founder of Senior Living Smart; Jay Reischl, president of the Technology Division of DEI Sales/Central; and Jayne Sallerson, COO of Sherpa, for a lively discussion of the following questions:
1. Why do you need a CRM?
2. What should you look for when you select one?
3. How can you capture the trajectory of your customer’s decision process?
4. Where are the pitfalls as you integrate it with your daily work?
5. What metrics measure your success?
Our distinguished speakers have been on the front lines, advising, selecting, and implementing CRM systems for companies such as Emeritus, Five Star, Tealwood, Stellar, and others. Learn from their experience!
Space is limited — sign up today!