Customer relationship management (CRM) solutions are a must-have for all kinds of businesses. After all, CRM enables you to gain a deep understanding of your customers and prospects, build an intimate relationship with them and provide them with outstanding service. CRM also provides you with the insights you need to make data-driven decisions and tools to optimize forecasting tasks, a bounty of sales, marketing, customer support workflow automation and more.
Ultimately, CRM helps your business maximize customer satisfaction and customer lifetime value, drive more sales, and resolve customer issues faster. Here’s everything you need to know.
Know Your Customers… and Potential Customers
The tools offered by CRMs give you eyes and ears everywhere. They can ingest information from phone calls, email, social media, or any fathomable source, and centralize it where everyone across the organization can see. Data analytics tools can help you make sense of what you take in and spot trends and patterns that are invisible to human eyes. You can paint a vivid picture of your customers, identify high-value prospects, tailor data-driven marketing campaigns and more.
Personalize Your Relationship With Customers
At-a-glance dashboards with information such as the customer’s personal information, preferences, recent orders, status of those orders, or customer service tickets help provide a personalized experience. Armed with this information, sales reps and support staff alike can be proactive and provide a personalized experience. This data can also be used to personalize marketing campaigns—a proven method for capturing the customer’s attention.
See What Can’t Be Seen
With all the data that is pulled in by your CRM, you can better understand your prospects and customers and build more accurate profiles. You can identify spending habits and predict what and when they might buy next. This data can be used to give customers a little nudge—perhaps a text to their phone or a notification in your app—that can induce a purchase.
CRM solutions also help you put those insights to good work. Business leaders can use what they learn from their CRM to make smart, data-driven decisions about what to develop next, or how to effectively market it. They can also help you identify and target prospects and customers that are more profitable than others. That way, sales staff can focus their attention on bountiful leads that increase profitability.
This bounty of data can also be used to create personalized campaigns based on your customer’s likes and preferences. This can be important, as 72% of customers won’t engage with messaging that isn’t personalized. Showing customers what they want to see and where they want to see it will increase your chances of making a sale.
Automate the Boring Stuff
CRM solutions aren’t just handy for keeping the customer happy. They also automate boring or error-prone sales, marketing and support tasks. As a result, your staff can focus more time and energy on the customer. It doesn’t hurt that automation can eliminate the little mistakes that can cost you a customer. – Read more