Stop Ghosting Leads: How a CRM System Helps You Win More Customers

No business owner intentionally ignores a qualified lead, so why is it so common for potential customers to slip through the cracks?

It's because they're ghosting leads. Are you guilty of the same?

Teams rarely realize they're doing this, but when there's not a strategic system in place for lead capture and follow-up, ghosting innocent leads is the result.

Don't beat yourself up over this. After all, you're juggling a lot as you run your business. But the good news is that automation and a CRM system can help, and we'll show you how. Start by browsing the three red flags on ghosting below and the corresponding software solution that can fix them!

Red Flag #1: Slow (or No) Follow-Up

The primary indicator of ghosting is that you're taking too long to follow up with leads or forgetting altogether.

You have a very brief window to follow up with a lead and capture their attention. If you wait too long, they'll lose trust, lose interest, and jump to a competitor before you even realize you've left them hanging.

CRM solution: It's not realistic to be on call at all hours of the day to give leads what they need. So, opt for a CRM system that's powered by marketing automation. Then, you can automatically capture leads, store them in your CRM database, and automation will use that info to send:

• Instant replies when a lead fills out a form
• Continuous touchpoints based on lead behavior to keep contacts engaged
• Lead magnets without constant manual input from your team
• Appointment reminders
• Timely reminders for your team to follow up personally when it matters most

Red Flag #2: Inconsistent Outreach

One thing that's just as bad as being slow to respond to leads or forgetting to do it at all is reaching out inconsistently.

This leaves contacts confused, and despite your best efforts to engage with them, sporadic outreach can push them further away until they unsubscribe.

Instead, use your CRM system to deliver a nurture sequence that's marked by consistency, which is key when it comes to turning leads into lifelong customers.

CRM solution: Rather than manually reaching out to leads whenever you have a deal to promote to any time you remember to do so, opt for a CRM powered by marketing automation. Then, you can keep leads warm from the moment they first engage with your business. Here's an outline that you can use to guide you:

• Welcome email
• What you offer and how you can solve their problems
• Helpful tip or resource
• Customer success story or review
• Discount code or special offer
• Check-in

Pro Tip: Thryv CRM and marketing automation software comes equipped with proven automation templates for free, so you don't have to build a nurture sequence from scratch. Simply choose a template, customize it to your liking, and publish.

Red Flag #3: No Process for Re-Engaging Lost Leads

The first two red flags are a sure-fire way for leads to become unengaged and uninterested in what you have to offer.

But that's not the end of the road - or at least it doesn't have to be.

You can choose to let lost leads stay that way, or you can re-engage them to redeem your red-flag behavior (and it's easier than you think).

CRM solution: Your CRM has the ability to track each contact's individual engagement rate- how often they open what you send, their click-through rate, and more. That means you can easily segment any unengaged contacts into their own group.

From there, use marketing automation features to build a nurture sequence that reintroduces your value, updates them on what's new, offers a compelling incentive (like a limited-time deal or bonus), and includes a clear call to action to re-engage.

Final Thought: A Time-Saving CRM Tip

Following up with leads shouldn't feel like a guessing game or another task that falls through the cracks - especially when you have a CRM system on your side to help you.

And don't forget to opt for a CRM that's powered by automation. If you really want to save time, choose one with ready-to-use templates. If you're on the hunt for a tool with both of these features, check out a free demo of Thryv's software today.