In every business, customer satisfaction is the number one priority to create a brand value and reputation. However, you might believe “A Good Product or Service” will satisfy the customer. Certainly not, rather than a good product or service, every customer expects “Attention of the company and how it involves itself for the betterment of customer satisfaction”. You heard that right, every corporate company rely on these specific pointers, as it is their core principle to fulfil customer expectation
- Customer Satisfaction
- Customer Requirement
- Customer Drawback and Feedback
What is CRM?
It’s Customer Relationship Management (CRM), CRM is both software and process that helps a company have a long-lasting commitment with a customer. In better words to be said, there are three major departments in a company that helps in business growth
- Product Development
At the beginning of CRM, It was used only for the purpose of sales to keep tabs on new customers and retain the existing customers. As time went by, CRM had a bigger purpose and played a major role in streamlining the process within the company connecting each department to fulfil customer requirements.
For Example: When a customer books a product, from product booking to dispatch, the process is known to everyone within the company. Even if a customer makes feedback, the feedback is known to all the departments with the help of CRM, to interact with each department and give a solution to the customer.
Depending on the department, this function may appear extremely different. CRM can:
- assist sales professionals in rapidly viewing previous contacts and transactions before approaching them through phone call or email,
- offer background and contact information to support as well as product development staff for them to deliver customer requirements,
- offer marketers access to information that can assist them in targeting their campaigns.
Why do you need CRM?
The wonderful thing about a CRM is that it can assist nearly any firm, from sales and customer service to hiring, marketing, and business development. You might ask, What about Small Businesses?
Every business strategy revolves around one common thing, it might be a small business or bigger ones
When it comes to a business, there are some retaining customers and potential customers. Retaining customers will be happy to buy your product/service because they do know or understand your product/service quality as well. Each Potential Customer has different requirements, but if you’re a business that hasn’t used CRM before. You would have asked your customer requirements and noted them down to pass on to the supplier or manufacturer or you would have added the customer required product/service to your store or website to convert potential customers into sales. It’s a long process, but with CRM you can shorten the process to gain more data on specific requirements, audiences and how it can get your business to the next stage.
That’s what CRM does, it helps you understand
- Potential Customers
- Retaining Customers
- Customer Requirements
- Customer Feedback/Drawback
For Example :
Keeping track of all client information in one place, documenting service concerns, discovering sales possibilities, managing marketing campaigns, and so on… It’s nearly every business from brick and mortar stores, infinite supply chains to online selling platforms
CRM for Sales
CRM offers a unified platform for sales teams to manage client contacts and prioritize tasks, ensuring that no customer feels forgotten and, as a result, the customer experience improves.
When it comes to sales, managing two types of customers is vital and at the same time, it’s important to keep them updated based on their previous purchase and willingness to purchase
The sales team manages two types of customers with a different set of follow up strategies
- Existing Customers
Sending a follow-up email, weekly newsletter, product & service updates, offers, are among a wide range of sales strategies that are mostly used to make sure you have your customers on edge. Using CRM, you can automate most of these processes which reduces your head weight.
- Potential Customers
The data of potential customers is received from the Marketing team, they filter out data based on different metrics gathered through campaigns and content engagement. So the sales team follows up with these potential customers with different email campaigns, SMS or sometimes calls.
CRM is one of the most essential sales tools in a sales representative’s toolbox since it helps them to spend more time with customers, and the more time spent with customers, the more transactions are done and the more loyal customers remain.
CRM for Marketers
Being a marketer, data is a vital part of improving business growth. You get important data from each campaign you launch and each consumer engagement, like
- Google Ad clicks
- Product purchase by new, existing and potential customers
- Social media post likes, comments, shares etc…
One of the most significant things you have for enhancing your marketing and sales to grow your business is by customer knowledge. Collecting and organising your information effectively can tell you all you need to know about your consumers’ preferences:
- which products they like,
- what they’re looking for,
- where you’re still falling short.
With the significant amount of data gathered through CRM, you can change the Advertising and Posting Campaigns that can help your business grow.
Benefits of Using CRM
Based on what you have read above, you might have got an understanding about CRM and its purpose. Here are the number of benefits that are mostly used by small and large businesses, you can customize it based on the business needs that can help you run your business smooth
- Service Automation
If you’re a service provider like Plumber, you can automate service distribution like “When a customer books service from a specific area, with CRM you can automate the process of letting your company plumbers know to reach the service area directly once the service is booked” CRM creates collaboration within the team, so the work is distributed simultaneously without any confusion
- Improve Customer Experience
With the data gathered through CRM, you can improvise customer experience as we have said above in Sales team CRM, you can automate most of the process in following up your both existing and potential customers. Other than that CRM handles all of your contacts and collects lead and customer data to create profiles of everyone with whom you engage. This offers you quick access to critical information about consumer behaviour, such as purchase data and prior conversations with contacts across several channels (social media, chat, email, etc.).
- Integrated Analytics
With the help of Integrated Analytics, you can customize your marketing budget to reach the targeted audiences and gain the expected ROI. When you utilise data to target your audience, it becomes much easier to provide content that is relevant to your consumers. Especially for small firms that rely largely on marketing to establish their brand, customising marketing content to certain groups is critical to avoid overloading your audience.
- Team Collaboration
Collaborative CRM may help you streamline your teamwork by allowing you to create a knowledge base, develop best practices procedures, and enable frictionless communication among team members. CRM assists businesses in optimising processes by simplifying routine work, allowing workers to focus on more creative and high-level important work. Before CRM usage, miscommunication has been one of the routine causes of work delay and productivity. With CRM, Startups and Large Corporates found increased teamwork within the company and a rise in productivity as it built up great minds working together.
How can we help you?
Whatever the size of your business is, we can help you implement CRM to reduce workload and increase productivity in the company. Consider you are a Company with more remote workers or a company/business thriving to grow through all odds, CRM helps you connect with every one of your employees and customers. Connecting with customers and employees are simultaneously important to fulfil customer requirements as well as to streamline the workflow within the company.
Get in Touch
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