Did you know that account management systems are becoming a standard these days? Bigger companies are switching to robust, yet simple-to-use systems, which will only make it harder for a medium-sized agency to cope.
And it's also very expensive to build a custom, in-house solution from scratch – especially if the budget doesn't allow that.
Luckily, there's a new breed of software out there that's incredibly easy to customize and tailor to your organization's own needs. That's the best CRM software that you could possibly buy for your company.
Although I won't mention any specific names here, I will give you a list of necessary features a software should have.
First and foremost, the software should show you the costs of resources that you're spending on your client's projects. If it doesn't, just throw it away.
You should be able to analyze the quality of input. That way, you can always lower your costs by replacing that input with cheaper alternatives that will produce the same results for the client.
For example, if you're operating in the web development and digital marketing industry, you know how great it is when you find a cheaper tool that does the same thing. Those costs can add up quickly.
If the user interface is intuitive and easy to use, you'll be able to conduct these kinds of analysis without any trouble.
Controlling the customer's cash flow will make your company stand out. You need to be able to see the entire financial roadmap for the client, because that's how you can give them valuable insights.
It would be great if the software had a built-in historical financial info, with some predictive models. I know it's a lot to ask, but there are some out there. Since I've mentioned that I won't be sharing any particular software, it's up to you to find out what suits your needs.
In the end, the software should make it easy for you to find out where the client is losing money – and what are the biggest wastes.
Although qualitative analysis of the customer's needs is very important, never underestimate quantitative analysis.
The system should be easy to use when it comes to analysis of various business opportunities for the client.
A great tool is so much more than just a system for communication: it should help you make better decisions for the client too. And it will make your job as a customer success manager (not just an account manager) easier.