3 Compelling Reasons to Employ AR & VR in CRM

In today’s fast-paced world, customer standards are rapidly changing. While great products and great service will always remain as the main priority of customers, other factors are also developing new customer preferences. Because of this, technology is adapting to meet customer satisfaction. Augmented reality (AR) and virtual reality (VR) are among the emerging tech poised to reshape how businesses interact with their customers.

So why should you invest in augmented reality and virtual reality for your customer relationship management (CRM)? Employing AR and VR can make your business more competitive by enhancing engagement with customers, revamping the customer experience, and equipping your team with more efficient tools.

The Difference Between AR and VR

Augmented reality and virtual reality may sound like two similar terms, but they are distinct from one another. Although these concepts sometimes bleed into one another, each treats your senses and how you experience the real world differently. VR technology cloaks your vision to take you somewhere else, while AR technology projects additional information over what you’re seeing in the real world.

Virtual reality “replaces” your reality by displaying a virtual space through a VR headset. This makes it seem like your surroundings have changed, even though these are just images replacing everything in your field of vision. This technology takes you to a different space entirely.

On the other hand, augmented reality merely adds a layer of information over what you can already see. For example, one of the most popular AR apps is the smartphone game Pokemon Go – where your phone’s camera tracks your surroundings and projects images over them.

Three Reasons to Employ AR and VR for CRM

While AR and VR are more commonly used by consumers for entertainment or gaming, these technologies may soon reshape the customer journey. Instead of stressful or lackluster customer experiences, AR and VR technology opens up a lot of possibilities for CRM.

Want to make troubleshooting products for customers easier? Or maybe you want to roll out a marketing initiative, but have limited means to execute it? Virtual reality and augmented reality can help you address these problems and push your creativity forward. Here are three reasons to employ AR and VR for CRM:

1. You can enhance engagement with your customers

It’s not easy to generate excitement among customers these days, but virtual reality and augmented reality can definitely keep customers engaged. Customer engagement is especially important when introducing new products or services, and this is where VR and AR tech really shine.

In 2017, Snapchat introduced the Lens Studio which allowed users to create and use their own Snapchat filters. A restaurant in Dubai called Bareburger took advantage of this feature by creating an augmented reality menu. With their Snapchat AR filter, customers can view menu items from every angle before they decide on an order. Not only was this effective in stimulating customer appetites, but it also made the interaction with the brand much more unforgettable.

Virtual reality tech is also a great way to bring customers and test out products in the right conditions, since they can be transported to a virtual world with 360-degree video and audio.

For example, the brand North Face experimented with VR to create the ideal environment for their McMurdo South Pole Experience campaign. In special booths, customers were asked to wear the new McMurdo North Face coat and an Oculus headset. The VR equipment let customers be immersed into images of the South Pole as huskies pulled their sled through the snow.

By appealing to emotions with AR or VR technology, you can engage with your clients on a whole new level.

2. Your team will have an efficient new tool to use

Augmented reality and virtual reality can help your customer service team out, whether it’s for internal training or even troubleshooting problems with users.

For coaching and training, AR provides virtual hands-on guidance for customer service reps. AR overlay can guide service reps through memorizing products, explaining processes, completing forms, orienting users, without needing to meet instructors face-to-face. You can also use AR to simulate training demos for real-life scenarios such as emergency response and sales interactions even on a mobile device.

Some companies also use AR to teach customers on how to manage a product. They bundle AR components with the use case in the apps so that customers can identify the parts and read operating instructions in real time.

On the other hand, VR can help your customer service team troubleshoot the problems the customer is facing. Instead of awkward chatbots, VR can assist customers and service reps solve the problem much faster since they can visualize what the other party is looking at. – Read more

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What’s the Difference Between Marketing Automation and CRM?

Living in a competitive, data-driven world means your business has to do more in order to keep up with ever-changing customer preferences. Fortunately, there are now tools designed to boost your sales and attract more clients to your business. Two of the most popular ones are CRM and marketing automation.

So what is the main difference between CRM and marketing automation? Each system has its own goals. Marketing automation software focuses on lead nurturing, while customer relationship management (CRM) software nudges customers through the sales pipeline. Another difference is the sales pipeline stage they work on: Marketing automation generates the leads, and these leads are converted into buyers using CRM. Together, these two programs perform hand-in-hand to deliver results.

What Is CRM?

CRM stands for customer relationship management. It’s a technology that allows you to keep track of interactions with potential customers and handle relationships with existing customers. Generally, CRM solutions help your organization improve by finding new customers, getting in touch with them, and organizing their information so that you can win their business.

CRM is mostly used by sales teams and customer service teams, although marketing, recruitment, business development and even upper management benefit from CRM. This is because CRM gives everyone a clear picture of what is going on with the company’s external relations.

How Does CRM System Work?

Fundamentally, CRM systems serve as a centralized storage space for prospect and customer data. Colleagues in an organization can track how each other are doing, because every interaction with a customer is recorded by the CRM. You will also have access to customer history, which serves as a reference to consult with in case issues arise.

More sophisticated CRM software can even collect data from leads and customers through various touchpoints: social media, websites, email, and so on. Other CRM systems also offer analytic capabilities, synthesizing data into a report ready to be used by an organization. An effective CRM database can also be used for filing important notes, scheduling follow-ups, and organizing sales team processes.

What Are The Benefits of CRM?

For a small business with few customers, CRM may not be a “must-have” yet. But if you want to grow your business and engage with more people, it definitely pays to invest in a CRM system as early as possible. Here are some benefits of getting CRM:

  • Central, organized database: Your sales team can easily share documents with each other, so you won’t spend time looking for files or encounter difficulties in case someone leaves.
  • Fewer administrative tasks: You won’t have to waste valuable time doing manual tasks such as data entry, since those processes are automated under CRM.
  • Smarter decision-making: CRM can assist you in analyzing customer information, forecasting sales, and evaluating sales performances – allowing you to make better decisions for your company.

What Is Marketing Automation?

Marketing automation is a technological feature that allows businesses to manage marketing campaigns and processes across multiple channels even without hands-on intervention. Using marketing automation software, businesses can send customers targeted, automated messages through text, email, web, and social media.

With automation software, your marketing team can improve how it generates, nurtures and scores leads. Not only that, but they can also measure the overall ROI for campaigns. Marketing automation is a tool that will save you a lot of time and money, because it lets you put a finger on your market’s pulse.

How Does Marketing Automation Software Work?

Marketing automation is effective for streamlining the responsibilities of a marketing team. The process begins as you collect customer data through interactions on various digital platforms. The data you collect create an in-depth view of each customer. From there, you can program the software to respond automatically to leads and customers.

Good automation will identify your audience, design appropriate content, and trigger actions or messages based on a schedule or specific customer behavior. For example, a lead who viewed your website makes an inquiry through email. With email marketing automation, the right series of messages or helpful articles can be sent to that lead – ensuring that they aren’t ignored or receive a late reply.

Aside from this basic function, marketing automation can also automate segmentation and lead qualification based on customer profiles. This helps your team create relevant content and messages for their target audience.

What Are The Benefits of Marketing Automation?

Your marketing efforts don’t have to be a hit-or-miss situation. Marketing automation is the solution for managing a cohesive, streamlined campaign every time. Here are some of the benefits in implementing marketing automation:

  • Efficient lead nurturing: Turning leads into potential buyers is the goal of marketing, which is why marketing automation pays a lot of attention to lead nurturing. From lead scoring to email marketing, marketing automation software ensures that your company consistently reaches out to potential clients – without exhausting your staff.
  • Detailed customer profile creation: Marketing automation captures information about your customers through their web behavior, email open rates, and other responses. This attention to detail creates more specific audience profiles.
  • Personalized messaging: Personalised content lends a human touch to marketing, which is why it’s an effective way of nurturing leads. Email marketing or targeted ad campaigns would translate to better sales if buyers received unique content tailored to them. – Read more

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Zoho CRM vs. Salesforce Sales Cloud

In this video, we’ll compare two popular CRM tools: Zoho CRM and Salesforce Sales Cloud. Researching CRM software?

// Timestamps //

0:21 Pricing

0:57 Contact Management

1:36 Reporting

2:18 Apps and Integrations

Zoho CRM and Salesforce Sales Cloud are both CRM tools, but neither of them is a one-size-fits-all. Depending on your budget, company size, required features, or other factors, your company will want to thoroughly research both tools before making a decision. The business technology marketplace is diverse, and most buyers struggle to determine which options are best for them. At TechnologyAdvice, we don’t think this should be such a challenge. That’s why our team is dedicated to creating quality connections between buyers and sellers of business technology. We help buyers make well-informed purchase decisions through comprehensive product listings, industry analysis and user-generated reviews. In addition to serving buyers, we work with vendors to grow their customer base through our unique demand generation programs. These programs improve product awareness by placing matched solutions in front of their ideal customers.

Learn More About Zoho and Salesforce