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.