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Learning From the Super Bowl and the NFL About CRM

  |  February 10, 2014   |  Comments

How the NFL treats its team owners can give insight into how small businesses should tackle customer relationship management. Here are five tips.

On Sunday I was at the Super Bowl working for the NFL as an NFL owner liaison. In this capacity one of my responsibilities was to work with one of the clubs (NFL teams) and assist them in getting to and from various NFL events - including the Super Bowl.

How does this relate to customer relationship management (CRM)?

CRM is all about knowing your customers, anticipating their needs, making them feel special, and making them want to buy from you again and again.
NFL owners are the driving force to make the NFL what it is. They have the money to invest in teams and work with the NFL to ensure the "show" goes on each and every week.

Of course the players, or the "talent," are the other important component of the NFL operation as well.

During the Super Bowl and at other NFL events during Super Bowl week, we ensured the owners felt special. Here's how:

  1. Anticipate your customer's needs. The NFL works hard to understand and anticipate its owners' needs. It could be something as important as do they need handicap access or as small as do they prefer to walk or take a car. CRM can help you do this for your customers. Anticipating their needs not only reduces your stress level but makes the entire experience better for your customers.
  2. Ask questions. The NFL constantly asks owners how they (the owner) can be served better. If you never ask your customers questions, how will you know how you are doing? You can use your CRM system to constantly survey your customers to gain better insight into their needs and evaluate your own services and products.
  3. Be involved in your customers. During the Super Bowl and other NFL events the NFL staff was not in an ivory tower sitting around. They were involved and around the owners. As a small business owner, if you are not visiting your customers, interacting with them (beyond just the sale), then you really don't know them. 
  4. Train your staff. I was the most junior member of the NFL owner liaison team. However, I was trained well and in constant communication with my supervisor. Your CRM is best leveraged when your staff is trained in its use. If your most junior staff member has an awesome interaction with a customer, in the field, that interaction needs to be input into your CRM system.
  5. Constantly evaluate. The NFL produces BIG events - with the Super Bowl probably being the biggest one of the year. They are always looking for ways to make their events better and better and better. Analyzing your CRM can help you improve your small business operations and improve the results.

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ABOUT THE AUTHOR

Ramon Ray

Ramon Ray is Marketing and Technology Evangelist at Infusionsoft and Smallbiztechnology.com. He's a speaker, media pundit, journalist and author. His latest best seller is "The Facebook Guide to Small Business Marketing".

Some of the events Ramon has produced include the Small Business Summit, Small Biz Big Things with Seth Godin and the Small Business Technology Tour. As a speaker, Ramon has presented at the Consumer Electronics Show (CES) in Las Vegas with Guy Kawasaki, SXSW, Inc 500 and more.

As a journalist and freelance writer, Ramon has written for Inc Magazine, OPEN Forum, Entrepreneur.com and Clikz.com. Although Ramon is not a comedian, his audiences find him humorous. Despite no law enforcement experience, he is a graduate of the FBI Citizens Academy. Although Ramon does not know Jim Henson, he loves to do puppet shows in developing countries. See Ramon's full bio on his website.

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