3 CRM Tips To Improve Customer Experience
Posted: Jan 23, 2017
In the fast-paced digital era, customers rate companies by the exceptional customer experience they provide. According to a recent study, 86% of customers will pay more for a great customer experience. This poses a great opportunity for businesses to properly strategize and deliver a great customer experience and make the most out of it.
In order to deliver great customer experience, you must first anticipate and then cater to customer’s future requirements. This can be done by going through the entire purchase process yourself which will help you identify the issues and challenges involved and take the right steps to fix it. Fortunately, there’s a technology that can make this task relatively easier for you; it’s called CRM (Customer Relationship Management) system.
With a CRM, you can not only implement various methods and strategies to improve customer experience but also streamline and automate many of your complex sales and marketing as well as customer support operations. To add to this, cost-efficiency and ease-of-use are some other CRM benefits that will ensure you have a right strategy in place to maximize customer experience. In this article, we will discuss how the latest CRM features can help you improve your customer experience to impressive levels.
1. Multi-Channel Analytics:
Customers generally have various channels to communicate with an organization. An ideal CRM system accumulates and analyzes data through various channels. Your customer service team can then deploy multi-channel analytics to thoroughly analyze each and every interaction across all channels to get a complete view of the customer experience process. This will lead to customer issues getting resolved faster.
2. Constant Connectivity:
The latest CRM systems in the market, for example, Microsoft Dynamics CRM is mobile-friendly. This helps your sales teams to instantly access all the information on-the-go and never miss out on any crucial customer data. The system collects all the data from customer’s contact number and location to recently purchased products. With these details, your sales personnel can initiate personalized communication with customers which will not only boost the sales team’s productivity but also improve customer experience through enhanced resolution-mechanism.
Additionally, Dynamics CRM includes a ‘customer-only access’ feature that allows your existing customers to access specific information in your CRM. This feature ensures your customer is connected with your business at all times. You can even leverage Dynamics CRM consulting services to establish a well-planned communication strategy that optimizes the sales cycle and efficiency of the entire CRM process.
3. Real-Time Reporting:
Alongside seamless connectivity, real-time reporting is another benefit of a mobile CRM. The sales team can generate reports while on the move and take proactive actions. The CRM also lets you set various alerts that further allows managers to remotely instruct the reps on the field to interact with customers in person and close the deal without delay.
Customer experience is not a one-time activity. It’s a process that you constantly need to enhance by knowing where your customers are, what they are saying and continually providing them with an exclusive real-time service and support. Apart from improved customer experience through a CRM, you will also experience an increase in revenue through a more effective customer relationship management strategy. Also, we’d love to hear your thoughts and ideas about using a CRM to improve customer experience. Let us know in the comments below.
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