Customer Relationship Management, or CRM, is a concept that many industries employ, specifically in the medical spa industry. CRM is designed so that different healthcare organizations and medical spas can explicitly utilize it in their unique operations. A well-designed CRM will pull in various data sources to give you a complete view of your patient’s information. The standard data points that a CRM collects include demographics, social data, psychographics, clinical history, financial history, and contact information.
CRM can engage target audiences by sending out personalized messages for patients. It can create comprehensive patient profiles by using multiple data points to complete each profile. CRMs can also provide reports about the success of your engagement methods, such as social media marketing, text messaging, direct mail, or email.
Overall, CRM should provide actionable insights by looking at different patient factors and can contribute to lead conversion and boosting revenues. Below are the top three reasons why you should incorporate the use of CRM for your medical spa.
1. Being able to keep your existing patients
Repeat business is every medical spa owner’s goal, as there is a sense of fulfillment whenever a client goes back for your services. Many aesthetic procedures and treatments you provide are not permanent, like injectables which require repeated use. Even surgical treatments may need a touch-up after some years, so having your customers keep coming back to your practice, in particular, is vital.
Typically, there’s no guarantee that your current patients will keep returning to you. If they are not getting what they want or get tired of your practice, chances are, they might search somewhere else. And contrary to popular belief, price isn’t the only factor for these changes. Many people are not easy to satisfy and never truly achieve full-body satisfaction, and thus, they maximize their options by looking at other practices and medical spas. So how can CRM keep your clients from jumping ship?
An essential part of CRM is the data you possess about your clients. With this data, you can develop targeted marketing to match each client’s needs. For instance, when you have a patient who received a facial filler and will likely need that procedure again after some time. You may send them a targeted email around the same time they need to get it done to be convinced to choose you to do it for them again. You may even offer discounts! CRM means that whatever you do for marketing is always about the customers and showing value to them.
2. Showing the significance of feedback
Besides connecting with your clients and establishing consistent communication, getting their feedback is also essential. People, in general, would want to share their opinions and be listened to. While you should not neglect to incorporate reviews into your CRM strategy, reaching out to your clients for their feedback would be the icing on the cake.
Giving phone calls and sending out emails that your clients receive directly can be excellent to get feedback. You may start by sending an email with significant questions that specifically answer how the patients think about your medical spa or practice and their overall experience when they visit your office.
Once you’ve received quality and authentic feedback, it’s time to put it to good use. CRM is pointless if you don’t care enough to take your customers’ feedback and act on it. If you receive any complaints about your staff, it should be the first thing to resolve. A critical part of good CRM is making sure your team is well-trained to give proper attention to every patient that walks inside your doors.
Furthermore, one way to attract new clients is to show people, especially your existing patients, that you listen to them and you do care. Receiving feedback with wide-open arms can tell others how you are professional and that putting their trust in you and your practice isn’t such a struggle.
3. CRM software brings more efficiency to your practice.
CRM software is entirely paperless and turns data into more than plain, boring information on a page. A CRM system can communicate with clients, manage appointments, and so much more. CRM software can also organize your customer service better. For example, you can collate customer questions or complaints with ease as you never lose track of a single one. And with the collected data, you can brainstorm about the most appropriate actions for your customers.
Having robust CRM also helps make your practice more efficient and standardize your procedures, in general. New employees in your medical spa may find that it’s more straightforward to learn how to navigate CRM software than cramming through numerous spoken or written procedures. You can figure out how best to expand your practice with its reporting features. Also, it’s possible to analyze the addresses of all your patients to determine a potential area where you should develop next.
Reporting done by the software can also tell you about the frequency of particular treatments. You can use that information to ensure you always have enough materials to perform this procedure, and you can even decide what aesthetic treatment to promote next. Digital marketing for medical spas requires a focused approach, and CRM software is your new best friend.
Start your CRM journey today!
After all that we discussed in this blog post, do you find this sudden surge of information overwhelming? Do you get the feeling where you don’t know where and how to start with incorporating CRM into your aesthetic practice? As CRM is all about nurturing business relationships and ensuring that you don’t miss any chance of winning sales in every given opportunity, you, in turn, have to have a backup and receive support all the way.
Growth99 is the digital marketing partner of various medical spas across the United States due to its specialized team in online marketing, website development, CRM, and more! Contact them now to see for yourself the endless possibilities that lay ahead for your medical spa and reach a wider audience with your practice!