The Importance of CRM Data Cleansing

The Importance of CRM Data Cleansing

Accurate information housed in your customer relationship management (CRM) system is important if you want to reach customers and prospects at the right time, using the right channel. However, studies estimate that 30% of company databases grow outdated yearly. The errors and inconsistencies in your CRM data make it difficult to gain reliable insights. Data Cleansing is important.

So why is it important to clean your data regularly? Bad data can waste your time, effort, and resources — impacting your overall ROI. Tedious as it may be, habitual data cleansing and organization can actually improve the way your marketing, sales, and customer service teams work.

The Impact of Bad Data on Your Bottom Line 

When was the last time you organized the customer data on your CRM platform? If it has been a few years, you might encounter issues the next time you try to communicate with your customers. 

If you’re in the B2B industry, companies encounter many changes; your contacts may have left, the company may have hired new leaders, or they simply moved their business address. A similar situation also occurs in B2C, albeit more rapidly as customers change their phone numbers or switch email addresses. 

Bad data is defined as information that is incorrect, outdated, duplicate, improperly formatted, low-quality, or completely missing from your marketing, sales, and customer database. Instead of being able to utilize this data strategically, bad data could actually cause you to commit errors in your marketing campaign or sales interaction. 

Human error is often the cause of bad data; it can’t be avoided if you’re relying on people to input data by hand. You are more likely to find names typed in the wrong case, bouncing email addresses, or blank fields which can be frustrating. Aside from being confusing, bad data can also cause problems within your business. These include:

An ineffective marketing campaign

Customers love it when companies put in the effort to give them a personalized experience. However, mistakes in your database can lead to wrong personalization: opt-outs, email delivery errors, or higher spam reports. Aside from missing an opportunity to build a relationship with your customers, you might end up wasting your marketing budget on the wrong prospects and lower overall customer satisfaction. 

A negative brand perception 

Prospects who might have been interested in your products or services could change their mind if they feel like your brand is not right for them. Maybe you recorded the wrong birthdate or gender for a potential customer and ended up placing them in the wrong demographic. Getting critical information wrong could cost you a good brand perception. And since you would only have a limited number of interactions to attract your target audience, it would be difficult to win them back or develop a good relationship with them. – Read more

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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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9 Sales Tactics That Will Help You Exceed Your Quota

My Post (22).pngAt the start of your sales career, it’s easy to let ambition take the wheel. Discipline and skill are important, but you focus on doing whatever it takes to convert leads. You’re so eager to close the sale that you can exhaust yourself chasing a promising lead. Introductory training programs and shadowing sessions will give you insights into how experienced reps sell. Along with that education, however, you need to learn more strategy and sales tactics in order to consistently bring in new accounts.

For those who have already established their sales careers, they see how fast the market is changing. The needs and expectations from buyers change rapidly based on a number of factors, including their company’s health and the strength of the economy. Operating with the buyer in mind takes salespeople back to the basics of building relationships and creating win-win situations.

Below, we list nine of the best sales tactics to help you manage fruitful customer relationships and sell more effectively. For more advice for sales leaders on growing revenue, check out our guide: 5 Sales Strategies to Fuel Recovery and Revenue Growth.

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1. Follow through on your commitments

Stay true to your word. Whenever you outline next steps in the conversation, as well as discuss the deliverables you promise to provide, make sure to live up to that expectation.

In cases when you see that a deliverable may be delayed, proactively notify the customer with an email, a call, or a text message. That way they know you’re working on it and respect their time enough to let them know.

When you stay consistent in following through on your commitments and keeping lines of communication open, clients tend to trust you more because you’re a reliable partner.

2. Take advantage of customer referrals

The most opportune time to request a customer referral is after your client has generated a meaningful return on investment from their relationship with your company.

To determine this, periodically ping them to see how they’re enjoying the experience so far. Uncover the reasons why they love your product and identify any opportunities for improvement.

Once you gauge their overall satisfaction with the product or service, ask if they know of other businesses that would also benefit from your solutions. If needed, offer a referral bonus as an added incentive. When you’re patient about asking for referrals, you demonstrate to customers that you’re first invested in their success. Then you can seek out ways in which they can help you hit more of your sales goals.

3. Actively listen to what customers do and don’t say

Most salespeople listen to exactly what their customers say in order to identify expressed needs. This isn’t a sales tactic, but just a part of what’s required to do the job well.

Highly skilled reps, on the other hand, actively listen, but also work hard to read between the lines to uncover any latent needs. A good sales tactic is to ask questions throughout the conversation. Salespeople should relay their understanding of the situation in order to see if they’ve fully grasped the client’s challenges, or if they need further clarifying details.

This enables you to suss out more information so that you can find different ways your product or service can help fill gaps in their operations. When you have a complete picture of your customer’s expressed and latent needs, you can tailor your sales pitch. – Read more

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