In a world of an ever-growing and aggressively competitive market, providing a well-rounded and coherent customer experience has become the key strategy for the success of any business. And not only that, by keeping your customers happy, you are turning them into free promoters of your brand as they are more likely to refer a friend to the company. Also, businesses that invest in customer care witness a significant increase in cross-selling and up-selling opportunities, as well as in customer retention.
The answer lies in the Customer Relationship Management (CRM).
There are many ways in which using a CRM software can help your business triumph. In this article, we have selected four ways CRM can revolutionize your relationship with your clients.
So, let's dive into these game-changing uses of CRM.
Generic emails and messaging are a thing of the past. Instead, it has become indispensable to build a one-on-one relationship with your customers. This means calling them by name, recognizing their individual needs, showing appreciation through loyalty programs, etc. All this becomes impossible without collecting crucial information and small peculiarities about each individual client. It is exactly here where CRM comes into play. It allows you to engage meaningfully with your clients because it collects a variety of information about them, tracking their interaction history with your brand. That includes conversations, activities, and purchases they've made.
Having a well-oiled webpage or a strong social media presence means nothing if they fail to synchronize and offer your clients a seamless and coherent customer journey. What is the point of collecting data on one platform if it won't be accessible and ready-to-use on another one? Using CRM allows bi-directional flow of data and ensures that each application or platform complements each other. This way, you will be able to offer a holistic customer service, which will boost your customers' satisfaction and ultimately help you increase revenue.
On top of that, you can link your CRM software with your webshop, e-commerce, product configurator, and CPQ software. In doing so, you will be able to understand the specific needs of your customers and enable your sales team to tailor better-suited offers. If you manage to provide your customers with express and exact feedback they expect from you and show them your business is customer-centered, it will not only satisfy them but also entice them to buy from you again and again.
What says "We care about our customers" more than not only meeting their needs but also anticipating them? To be able to do that you need intent data. Intent data can be drawn from your CRM and it includes information about your customers' online activity, such as clicks, interaction with your brand via chatbots, form filling, download history, their cookie data, etc. These data can help you create tailored offers, relevant content, and can serve as a guide on when to reach out to your customers. The perfect timing will make them feel seen, which will in turn contribute to their loyalty to your brand.
Once you have a clear picture of what your customers want even before they actively contact you, your email campaign can reach new levels of accuracy and relevance. For you this means higher email open rates, click rates, reply rates, bounce rates, etc. On the other hand, for your customers, it means not being bombarded with offers that don't reflect their needs, but rather receiving content that feels like you've read their mind.
Besides your email marketing software, you can integrate your CRM into other platforms like social media. This will give you the opportunity to find out even more about your clients and to establish a kind of an emotional connection with them through the hyper-personalization of the content you distribute. Once you offer a high-quality customer experience and your clients feel appreciated, sit back and watch your sales skyrocket.
If you're looking to boost your revenue, improve your ROI and establish a reputation of a brand that cares about each and one of their customers, then implementing a quality CRM into your business is a way to go. Using CRM and integrating it with your email software, social media, product configurator, and CPQ will give you the opportunity to anticipate your customers' needs and to create relevant and personalized offers. All this will contribute to high customer satisfaction, the key element for standing out in an overcrowded market.
If you want more information on CRM and how you can use it to make your business triumph, read more on our blog.