Post by sumiseo558899 on Nov 7, 2024 10:09:28 GMT
Often entrepreneurs complain about the economic downturn, low purchasing power and other external circumstances that prevent their business from “taking off”. Sometimes you can’t help but feel like someone is constantly putting spokes in your wheels. The truth is that we often do it ourselves.
We not only provide services, produce and sell goods, but also, like everyone else, are consumers. Every day, you and I act as "secret shoppers", evaluating the service and quality of other companies.
Customer experience can be safely content writing service
called a key factor when choosing a product in the B2B sector. In the conditions of growing competition, it is precisely competently built communication and service that allow you to convey corporate values and increase customer loyalty.
I want to share my experience, which clearly shows how a cool product with great potential can achieve more modest results for a number of reasons.
"Secret Shopper" Against My Will: How I Failed to Buy a Good Product
According to the All-Russian CRM Market Research (2019), conducted by the Institute of Entrepreneurship Issues, 63.7% of respondent companies have never heard of CRM systems. This suggests that this market is still new for Russia, but promising due to the development of the ecosystem of the digital economy of the Russian Federation.
63.7% of respondent companies have never heard of CRM systems
news
The study also showed that the leader among CRM development companies is Bitrix 24. In second place are the companies’ own developments, and in third place is amoCRM.
news
While there are only a few players on the market, the number of competitors will grow, and the fight for leadership will become much more difficult.
Recently, one of our digital agency's clients needed to find a contractor to set up and implement a CRM system. The client and I decided on a budget, then started thinking about which CRM system to use.
We chose amoCRM for a number of reasons:
popularity in the market (third place in terms of number of implementations),
simple and clear interface,
reasonable price,
excellent advertising support.
amoCRM, in our opinion, is more "friendly" to the average user. Compared to its analogues, this system has ready-made extensions for the tasks that we planned to solve with the client, while there is nothing superfluous in it.
I took this task upon myself because after many reviews of amoCRM, how it is sold in various industries, I was interested to see “what kind of boots the shoemaker has”, plus – I was sure that this question would not take much time.
The office of our client, a federal company, is located in Samara, and its requirement was the personal participation of contractors (Skype-call was out of the question), so I considered only local specialists who could come, set everything up and explain. Of course, I wanted smart and reliable subcontractors to come, to whom I could safely entrust my beloved client.
On the amoCRM website I looked through all their Samara partners (there are nineteen of them), and was surprised that I had never even heard of half of them. Then I decided that it would be better to call the head office, outline the task, budget, and they would simply recommend 2-3 companies to me, and then everything would be simple.
The hotline assured me that all partners were professionals and generally cool guys, so I just needed to fill out an application for implementation on the website and wait for one of them to contact me. Why not? That's what I did.
The wow-effect came after 5 minutes – the first SMS arrived with a notification that my application had been accepted and an amoCRM representative would contact me soon. To be honest, I did not expect such a quick response. And when the call came a few minutes later, I was filled with the most optimistic expectations.
SMS notification that the application has been accepted
news
But it turned out to be a St. Petersburg company, cool guys, we talked quickly, everything was businesslike, the checkpoint was in an hour. But... we needed locals, so we left them as a backup option.
Another 20 minutes later there was a second call, which I couldn't answer. The guys called back only the next day, but they sent a brief:
The guys called back only the next day, but they sent a briefing
news
In general, there were a couple more contacts from one Moscow and several St. Petersburg companies, many sent a similar brief, but no further action was taken.
news
That's where the whole story ended, not a single local company from the list contacted me or sent me a brief.
Numbers
3 managers called me personally (two from St. Petersburg, one from Moscow).
I received 2 letters in the style of "Send me some general information."
5 companies (not a single one from Samara) responded to my application in some way.
0 control from the amoCRM head office, even in the style of automatic feedback on how the application was processed.
Conclusion
In my experience, the maximum interest in a company is shown at the sales stage, then it decreases. Considering the above, the customer refused to implement amoCRM, and we had to solve the task with another product.
I hoped until the very end that the head office would monitor my request, contact me after some time to make sure that my application was not ignored, give the local companies a good thrashing, and the issue would be resolved. However, no one ever got in touch.
Conclusions
There are obvious problems in the amoCRM application acceptance system via the website:
there are no deadlines for processing applications;
there is no quality control over the processing of applications;
There are “dead souls” who do not process requests at all.
amoCRM created a cool product that helps businesses to put things in order and record 100% of leads coming through all text channels, record calls, and keep a chronology of correspondence. All in order not to lose a single client and pay attention to each of them.
But is it the popularity of the product that is allowing us to lose leads now, or is it growing pains, or is it some kind of temporary transitional process? It's unclear...
In other words, the situation was left to its own devices, which is why "holes" in the sales funnel begin to "grow" and customers flow into them. Gradually, such holes in the sales funnel can accumulate, growing like a snowball. And reviews from dissatisfied customers can hit you at the most unexpected moment.
It can be assumed that this case is isolated, and the whole system works as it should. I did not set myself the task of comparing how applications are handled in other cities, but I can say for sure that there is a huge gap between the service in Samara and, for example, in St. Petersburg. The regions are lost for amoCRM for now.
In a situation where the market is being formed, it is important to value each client as valuable as gold and try to earn their trust and loyalty, otherwise it may become a strategic mistake.
We not only provide services, produce and sell goods, but also, like everyone else, are consumers. Every day, you and I act as "secret shoppers", evaluating the service and quality of other companies.
Customer experience can be safely content writing service
called a key factor when choosing a product in the B2B sector. In the conditions of growing competition, it is precisely competently built communication and service that allow you to convey corporate values and increase customer loyalty.
I want to share my experience, which clearly shows how a cool product with great potential can achieve more modest results for a number of reasons.
"Secret Shopper" Against My Will: How I Failed to Buy a Good Product
According to the All-Russian CRM Market Research (2019), conducted by the Institute of Entrepreneurship Issues, 63.7% of respondent companies have never heard of CRM systems. This suggests that this market is still new for Russia, but promising due to the development of the ecosystem of the digital economy of the Russian Federation.
63.7% of respondent companies have never heard of CRM systems
news
The study also showed that the leader among CRM development companies is Bitrix 24. In second place are the companies’ own developments, and in third place is amoCRM.
news
While there are only a few players on the market, the number of competitors will grow, and the fight for leadership will become much more difficult.
Recently, one of our digital agency's clients needed to find a contractor to set up and implement a CRM system. The client and I decided on a budget, then started thinking about which CRM system to use.
We chose amoCRM for a number of reasons:
popularity in the market (third place in terms of number of implementations),
simple and clear interface,
reasonable price,
excellent advertising support.
amoCRM, in our opinion, is more "friendly" to the average user. Compared to its analogues, this system has ready-made extensions for the tasks that we planned to solve with the client, while there is nothing superfluous in it.
I took this task upon myself because after many reviews of amoCRM, how it is sold in various industries, I was interested to see “what kind of boots the shoemaker has”, plus – I was sure that this question would not take much time.
The office of our client, a federal company, is located in Samara, and its requirement was the personal participation of contractors (Skype-call was out of the question), so I considered only local specialists who could come, set everything up and explain. Of course, I wanted smart and reliable subcontractors to come, to whom I could safely entrust my beloved client.
On the amoCRM website I looked through all their Samara partners (there are nineteen of them), and was surprised that I had never even heard of half of them. Then I decided that it would be better to call the head office, outline the task, budget, and they would simply recommend 2-3 companies to me, and then everything would be simple.
The hotline assured me that all partners were professionals and generally cool guys, so I just needed to fill out an application for implementation on the website and wait for one of them to contact me. Why not? That's what I did.
The wow-effect came after 5 minutes – the first SMS arrived with a notification that my application had been accepted and an amoCRM representative would contact me soon. To be honest, I did not expect such a quick response. And when the call came a few minutes later, I was filled with the most optimistic expectations.
SMS notification that the application has been accepted
news
But it turned out to be a St. Petersburg company, cool guys, we talked quickly, everything was businesslike, the checkpoint was in an hour. But... we needed locals, so we left them as a backup option.
Another 20 minutes later there was a second call, which I couldn't answer. The guys called back only the next day, but they sent a brief:
The guys called back only the next day, but they sent a briefing
news
In general, there were a couple more contacts from one Moscow and several St. Petersburg companies, many sent a similar brief, but no further action was taken.
news
That's where the whole story ended, not a single local company from the list contacted me or sent me a brief.
Numbers
3 managers called me personally (two from St. Petersburg, one from Moscow).
I received 2 letters in the style of "Send me some general information."
5 companies (not a single one from Samara) responded to my application in some way.
0 control from the amoCRM head office, even in the style of automatic feedback on how the application was processed.
Conclusion
In my experience, the maximum interest in a company is shown at the sales stage, then it decreases. Considering the above, the customer refused to implement amoCRM, and we had to solve the task with another product.
I hoped until the very end that the head office would monitor my request, contact me after some time to make sure that my application was not ignored, give the local companies a good thrashing, and the issue would be resolved. However, no one ever got in touch.
Conclusions
There are obvious problems in the amoCRM application acceptance system via the website:
there are no deadlines for processing applications;
there is no quality control over the processing of applications;
There are “dead souls” who do not process requests at all.
amoCRM created a cool product that helps businesses to put things in order and record 100% of leads coming through all text channels, record calls, and keep a chronology of correspondence. All in order not to lose a single client and pay attention to each of them.
But is it the popularity of the product that is allowing us to lose leads now, or is it growing pains, or is it some kind of temporary transitional process? It's unclear...
In other words, the situation was left to its own devices, which is why "holes" in the sales funnel begin to "grow" and customers flow into them. Gradually, such holes in the sales funnel can accumulate, growing like a snowball. And reviews from dissatisfied customers can hit you at the most unexpected moment.
It can be assumed that this case is isolated, and the whole system works as it should. I did not set myself the task of comparing how applications are handled in other cities, but I can say for sure that there is a huge gap between the service in Samara and, for example, in St. Petersburg. The regions are lost for amoCRM for now.
In a situation where the market is being formed, it is important to value each client as valuable as gold and try to earn their trust and loyalty, otherwise it may become a strategic mistake.
