Picture this: your sales figures are lower than they should be, the measures you take to increase numbers are not working – and you have no idea why. To make this even more painful, this has been going on for quite some time now. Strange, because your salespeople are good; you made sure that they got comprehensive sales training, attended the annual sales kick-off, and you even arranged podcast sessions for them.
So you’re beginning to feel the need to dig deeper and get to the bottom of this conundrum. Naturally, you decide to go right to the source – customer and prospect interactions. That should tell you where the problems are. Your CRM and call recording system are, of course, excellent resources for this, since all customer conversations are recorded and filed for analysis and follow-up. Sounds good – right? Not really…here is the problem – most of your salespeople are on-the-go and use cellphones to talk, send messages (SMS, text, etc.) to customers, prospects, partners etc. These interactions, and the valuable data they contain, are NOT recorded and NOT stored in your CRM, regardless of whether they use company-issued or personal smartphones.
There are two complex issues to examine here (and then some…):
- Technical – Peer-to-peer cellphone call recording and CRM integration aren’t trivial, especially across operator networks and carriers, over multiple geographic regions, etc.
- Compliance – The need to separate private and business calls in order to only log and record business calls to respect the various privacy laws
Once you use a mobile-to-CRM solution, you can overcome both of these challenges and only record and store business-related conversations in your CRM for analysis without any privacy issues regardless of whether your sales reps use company-issued or BYOD phones. This treasure trove of data lets you listen to the unfiltered voice of customers and prospects. You can now check, grade, and review all sales conversations, which enables you to identify areas for improvement.
It’s important to emphasize that you really need to make every call count. Only by listening to your reps will you be able to focus on what support they need to be successful. The insights gained from the mobile-to-CRM solution enables the successful coaching of your sales team instead of just (re)training them. Don’t get me wrong – sales training can be useful for teaching standard sales practices. But only continuous coaching based on real-world performance will empower each and every one of your sales reps to live up to his or her full potential. Since the recorded conversations between your sales reps and their customers or prospect reveal the real cause of your sliding sales, the sales coach will know exactly what to address to improve sales performance.
Want to know more about how Mobile2CRM can help with coaching sales reps?
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