5 Reasons Why CRM Improves Overall Customer Experience

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In this Era, everyone is tech-savvy and seeks everything to be accessible, convenient and digital. Most if not all customers’ shops online, research digitally, go through every feedback via social media and mostly prefer emails to phone calls.

In every business regardless of size, Customer experience is a top priority. If it is yours too (which it should be) then these details discover how CRM can absolutely provide your customers with a better overall experience.
Getting onboard with CRM and customer experience
CRM enables you to have a 360-degree in-depth view of your customer, of which greatly helps you to create customized offers based specifically on their interest, profile, purchase history, transactions and more. Offering something you know your customer would need and wants guarantees a close sale compared to randomly offering something that would not be beneficial to them more so is an interest to them. Being unaware of your customer’s profile results to a lost sale.

Here are 5 ways CRM can help you provide an excellent customer experience:

1. Keeping in touch

Even in our daily lives, we seek for a meaningful conversation or communication. As customers, it matters to us to know that we are unique, heard and understood. That we are treated special.

“Every contact we have with a customer influences their decision as to whether or not they’ll come back. We have to be great every time or we’ll lose them.” (Kevin Stirtz, More Loyal Customers)
CRM can help you provide this experience to each of your customers. So, how can you make sure that your customers stay satisfied and loyal?
Very simple and easiest step yet easily forgotten – the key is to simply keep in touch!
A CRM system contains a wide range of information about your customers and how they interact with your business – including past activities, conversations and purchases.
Use the data in the system to keep your existing customers updated with company news, offers, sales campaigns, or other initiatives. CRM software also allows you to segment the customers and address the right audience with the right message, instead of sending them all the same type of information.

2. Listening to customers’ needs

Customers nowadays are more interactive, they speak their mind, provide their information easily about products through various channels in social media. The best way to be able to identify the needs of your customer is to be in the loop! You better start listening on what’s in and what’s not over social media and find out what they have to say.

One-way to target your customers directly and know what they think directly towards your product/service is to ask them directly through email marketing. Engage with them and ask questions that will help you understand their satisfaction level, their feedback and overall experience – in that way you will make each customer feel that you are.

3. Creating relationships, a personal one

What is CRM? It stands for Customer Relationship Management.
One way you can start creating a unique relationship with a customer is through personalizing your communication. When a customer feels there is added warmth in the communication, it improves their experience.
When you provide an accessible and easy way for your customers to contact your company, this also improves their experience. You can expand your communication via a variety of channels, including email, phone and website. Also provide them with the option to contact you through different departments, such as sales, marketing and customer service.CRM software enables you to capture all of these conversations over time; regardless of the channel they came from – it gives you access to the same information. You can use this information to give the customer a unique experience by addressing him by his name, or when he calls, knowing exactly what the issue is without having to ask him to repeat himself.

By personalizing your communication, you will see how your customers’ perception of your company starts to improve.

4. Knowing and offering what customers really want

Nowadays, customers have endless choices, with that competition is more difficult.
In order to win a customer you need to proactively offer, but make sure your offer is a product or a service that is relevant to them.
CRM helps you identify those needs and wants, provides you that information and knowledge of your customer’s need, which product they are interested in, have asked or have already bought. The issues and problems they may have had before and whether these were resolved, pending or ongoing – from there, you will be able to offer something better to them.
A history of your customer interaction recorded in a CRM system helps you to offer what they really want and not what you assume they want. There is a huge difference in that.

5. Providing attentive customer support

Customers nowadays are also very vocal towards their complaints towards a certain service or product. They often do not want to through the hassle in finding ways to raise a complain – they want it at the tip of their fingers. They prefer online communication when it comes to solving their problem and complains.
Unique customer experience also means that you offer help and support to your customers how and when they need it.
CRM helps you to offer just that to your customers, it helps you helps you ensure that no customer inquiry is lost, as each request is logged into a central system that can be accessed online. Once a customer sends in a request, you can set up the system to automatically send an email to inform the customer you have received it.

This way, all customer requests receive attention and don’t disappear causing you with a problem.

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5 Reasons Why Sales People Need CRM

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Why do salespeople need CRM? Closing a sale if highly critical, it involves a lot of steps, process and amount of time to nurture a lead before it becomes a deal.

The usual challenges salespeople face are:

1) Properly qualifying a lead (using time efficiently), timely follow-up on leads ( a minute lost can cause a lost lead).

2) Effective process in prioritizing sales activities.

CRM offers a lot of solution to these common problems the sales industry faces. CRM is a powerful tool that is able to handle another no less pressing issues. It provides the sales team with an ample amount of options to help them with their daily activities.

What help can CRM offer the sales team?

1. Enjoy a safe storage space

CRM helps salespeople to store their data safely. It provides a centralized data system where it is easy and safe to access – no more fear of losing that jotted down the number of your hot lead. The thing with CRM is, it does not simply provide you with the information of your clients but it associates activities, identify sales opportunities and help you schedule your next step in one place. You are able to see everything you will need in one place.

2. Planning and time-management solved

With the number of leads and other tasks at hand, it is very easy to miss out on something important. With CRM, you are able to prioritize task effectively and it helps you to make sure you do not miss out on any important tasks. The sales team is then able to spend more of their time pursuing a lead and closing a deal rather than spending time organizing task and paper works.

3. Reports in a swift!

Reporting is dreading. Sales team needs to be out in the field, nurturing leads and closing deals – with reports, this consumes a whole lot of their time. CRM helps the sales team to easily prepare their reports (daily, monthly and weekly). Automated reports provide a more error-free data – just a few clicks here and there, reports are ready.

4. Eyes on the target

CRM helps the sales team to identify and segregate and categorize leads. It is easy to sort out from multiple data and stay focused, they do not need to spend hours and hours in copy-pasting from various documents, going through a list of disorganized list of data.

5. Don’t miss out – stay up to date

CRM offers shared calendars, email integration, document templates, sheets – this helps the team to be able to share and work seamlessly. It is easier to share updates within the team and ensure no one misses out. This also allows for sales manager easier way to monitor the team’s progress.

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End-to-End Job Management System

End-to-End Job Management System

One of the most reliable Insulation company in Melbourne.

About End-to-End Job Management System

Our client if one of the most reliable Insulation company in Melbourne. They have contractors of which they need to manage and assign different jobs to various locations.

They wanted to

Land all their web enquiries into the CRM directly and to train their staff members of the usage of CRM.

Gowrie-Victoria-Andrew-Gowrier

Skills & Technologies

  • ZOHO CRM subscription setup.
  • Group and personal interviews for business requirements
  • Gathering and process mapping
  • Module customization and user training
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Challenges faced

One of the biggest challenges is having multiple sites, maintaining data of clients and jobs on each site, unavailability of retrieving data from only one source, having to run your business onsite when most of your jobs are in the field.

The common practice of job update – manual update as we call it – is to notify the Admin of job progress, status, job details and etc., verifying sign-offs aren’t automated as well, contractors had to bring in a bunch of paperwork after every job. We all know how taxing it is to keep on chasing for a status update right? More so having to answers multiple phone calls while we are at work just to be asked for job progress.

This limits the company to have a quick turnaround time, most especially when it involves having to provide a quick invoice, quote or report.

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Conclusion & Achievements

We created an end-to-end Job Management System using Zoho CRM and Zoho Creator App. Creating a Job Management System wherein users can easily manage data, visibility over job details, job assignee, job progress and invoice creation. There is no longer a need to spend hours on the phone trying to reach a contractor to see if the work is already in progress as they can easily update it anytime and anywhere and once they do, the Admin can have the same details updated to their CRM portal as well.

The automated field is a huge help to the contractors as this helps them view the full job details of their current job, input product details, accurately quoting and invoicing on the spot. Admin can now create and generate invoices quickly. Unlike the manual creation before, this saves them a whole lot of time as well as lessen/ eliminate manual errors. We created modules as well as integrated Admin section of job portal. Contacts, bills and invoices will be pushed to Xero on certain triggers.

As business owners, we are always on the lookout to expand our businesses, but we can only do so if we take a look at our current business requirements and improve what we currently have first. We can build and expand our business, but without a strong foundation, it will all go to waste.

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Keeping Up the Competition with Salesforce

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Salesforce is widely recognized for the CRM system, it has over 100,000 companies using its services. They are known for their innovative system of which provides new features and capabilities with continual updates.

Salesforce CRM platform is very customizable and is the centre of a large ecosystem of business apps. It is a cloud computing company, which offers a variety of services (SaaS) and products (PaaS). Salesforce started as Software as a Service (SAAS) CRM company. Salesforce now provides various software solutions and a platform for users and developers to develop and distribute custom software.

The company is best known for its Salesforce customer relationship management (CRM) product, which is composed of Sales Cloud, Service Cloud, Marketing Cloud, Commerce Cloud, Analytics Cloud, IoT Cloud, App Cloud, Health Cloud, Financial Services Cloud, Force.com, and Chatter.

 

Salesforce and App plug-ins can:

  • Be the customer data depository for leads that are generated and nurtured by marketing automation platforms such as Marketo or Eloqua or Hubspot
  • Store the lead and nurturing data and allow other easily integrated apps that help these leads become opportunities and score them to decide when the time is right for a salesperson to call
  • Improve and assist the selling process with automated triggers and even sales automation management plug-ins that help assist and motivate them through this process (Salesloft, Level 11, etc.)
  • Be the basis for post-sales support which can be a project or touches or reactive problem resolution (Asana or Samepage or ZenDesk, etc.)
  • Drive ongoing relationship-strengthening activities like newsletters, webinars, roadshows, etc.
  • Most critically, power a dashboard based on the data accrued in these activities to measure success and forecast future results

A CRM system allows you to track the entire customer funnel. In today’s’ world, it can be extended to be an ERP system, drive billing, or whatever your particular business needs to run your operation from the customers’ perspective. Every business has it’s own unique customer journey and Salesforce can be the platform for all of it from awareness through various activities and milestones.

Here are some of Salesforce popular features:

  1. Sales forecasting
  2. Collaboration contact management
  3. Reporting

They claim that the application of its CRM systems can increase revenue by 30% as well as it can also increase sales productivity, pipeline, win rate, and forecasting accuracy. Now indeed sounds promising, no wonder a lot of businesses are opting for Salesforce.

Salesforce is not only for business giants, but it is also very beneficial and a good fit for small businesses as well. Small businesses can even pair it with accounting software – efficient at its best.

To ensure you get the most of Salesforce, book a consultation with a Salesforce CRM expert of which can show you just how you can customize the CRM according to your business needs.

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