6 business insights that entrepreneurs should consider in 2021

1. Changes in legislation

It is important for entrepreneurs to follow the regulatory framework, especially in the accounting department, so as not to run into fines. For example, from July 1, online stores mustFederal Law of 22.05.2003 N 54-FZ (rev. of 23.11.2020) "On the use of cash register equipment in the implementation of settlements in the Russian Federation" have an online checkout. If you do not know this, then problems may arise.

From July 1, the FSS listsThe procedure for receiving pensions and social benefits has changed social payments only to cards of the Mir payment system - employees who receive maternity and child benefits must have such cards. We started to actNew VAT invoices, declarations and registers new forms of invoices, declarations and VAT registers. There are many changes, and all of them must be taken into account. Because ignorance of the laws does not absolve one from responsibility.

The state also offers various programs to support entrepreneurs. They can be used to receive grants and subsidies, use state property on preferential terms, or take training courses. For example, social entrepreneurs can get

Social Entrepreneurship Grants up to 500 thousand rubles for the development of the project - the grant can be spent, for example, on the rental and repair of premises or the purchase of materials necessary for the production of products.

2. 24/7 customer availability

Modern clients are not ready to contact business only during business hours with a lunch break. Many people find it more convenient to place an order in the evening or at night, and they do not intend to wait until the morning for you to respond to their request.

But keeping employees in touch around the clock is not profitable. Fortunately, you can automate the order processing process using specialized software. It will allow you to organize routine operations, manage orders coming from different sales channels, collect feedback from customers and minimize the loss of incoming messages. And the buyer will be able to track the status of his order online and receive information about discounts and promotions.

To prevent customer messages from being lost, you can set up flexible forwarding between managers. This is useful, for example, when a member of staff goes on vacation.

The voice menu can help the client quickly resolve the issue. When you call, the system will list the department extensions. For example, if a customer has a question about delivery, he will be asked to press the number "3". The call will be transferred to the right manager, and other employees will not be distracted.

It is important for businesses to communicate with customers in channels that are convenient for them. But managers don't have to install all messengers and social networks. There are omnichannel platforms that combine different communication channels and help reduce the processing time of requests.

3. The importance of a CRM system

At first glance, maintaining a client base in MS Excel is the easiest option. But sometimes difficulties arise. For example, in MS Excel it is impossible to adjust the levels of access to information - any manager can accidentally change the data in the table. The program cannot be integrated with the task scheduler, telephony and 1C. MS Excel is designed to work with spreadsheets, but not to store information about customers and improve the quality of their service. Therefore, a business should switch to a CRM system. It allows you to track the entire path of interaction between the manager and the client, schedule calls and meetings, and promptly receive reports on the required parameters. You can connect other services to CRM that simplify the work of managers.

Some CRMs are focused only on work with sales, others provide an integrated solution for most of the business processes in the company. For example, in CRM, you can maintain a document flow - you need to create document templates once, and the system will automatically insert customer data into the text. It is convenient to store files: contracts, letters of guarantee, terms of reference can be attached to the client's card, and they will definitely not be lost. Integration will help speed up processes and free up managers' time for the really important tasks.

4. Customer care

A satisfied client usually recommends the company to his friends and acquaintances. Dissatisfied - acts exactly the opposite. Therefore, it is important to make sure that the service is adequate and that each client receives a little more from you than he expected.

To better understand the needs of the audience, it is important to establish a feedback system. The question "Did you like everything?" can often be heard from a waiter in a restaurant or an administrator in a beauty salon. But not all clients are ready to openly express their dissatisfaction - some will leave in silence and never return. You can nudge the client into a dialogue by sending him a message asking him to leave feedback on a product or service.

In some cases, collecting feedback is more effective over the phone. A manager can call a client two months after a successful transaction and ask about his impressions. A reminder in the CRM system will help you not to forget about the call.

In the CRM system, you can add information about important events in the life of the client. For example, it allows you to segment customers by date of birth - you can give them a discount before the holiday.

5. Company image on the Internet

Tidying up social networks, updating the site and information in catalogs are basic hygiene rules for modern business. The absence of a company on the Internet or an abandoned page on social networks can cause distrust of a potential buyer, and he will go to a competitor. In the company profile, you need to indicate what it does, leave your phone number, address, opening hours, a link to the site.

It is important to respond appropriately to negative reviews, even if they do not contain constructive criticism. Silently deleting all bad comments is not very smart. Instead, ask the client clarifying questions to figure out what he wants and try to solve the problem.

It is not necessary to manually enter information about the company into the catalogs - you can use the online presence management service. It helps to maintain the relevance of information in reference books, maps, navigators and allows you to respond to all reviews from a single interface.

6. Comfortable work format

The year 2020 showed many that it is possible to work fully outside the office. Today, many large companies, such as Yandex and Gazprom, are gradually returning employees to their offices. But experts are sometimes not too happy about this. They have appreciated the benefits of remote control and do not want to change the way they do things. According to surveys, in Russia, 54% of remote employees preferRemote workers complain about the increase in workload, but do not want to return to the offices / Superjob to work from home. Among those who have already returned to the office, 34% dream of remote work.

Working from home can be as productive as in the office, or even better. A survey of more than 800,000 employees in Fortune 500 companies showedRemote Work Productivity Study Finds Surprising Reality: 2 ‑ Year Analysisthat most people felt a stable or even improved level of productivity after starting to work remotely.

An important point: Skillful leadership influenced employee performance. In contrast, fear of being fired or an imbalance between work and personal life, over time, led to a decline in productivity.

If you absolutely want to see employees in the workplace, offer them a mixed format. For example, they can work at home for 2-3 days, and the rest of the time in the office.