For as long as there have been businesses and customers, there have been strategies aimed at keeping clients happy and loyal to a certain product or service. But as business processes have evolved and technology has begun to play a major role in how businesses interact with their clients, customer relationship management (CRM) has become a more pressing matter. Today’s customer demands a higher level of engagement throughout the entire customer lifecycle. Fortunately, this demand can be satisfied with a solid CRM software solution.
The basic aim of CRM software is to provide technologies to help you manage and analyze customer interactions and data from the initial customer contact forward with the purpose of improving relationships, increasing customer satisfaction, increasing customer retention, and ultimately, driving sales growth upward.
CRM software compiles data across all your business processes and centralizes your valuable information in one cohesive environment. There are many CRM benefits. Consider for a moment just a few.
1) CRM improves customer satisfaction at every touch-point.
Since CRM keeps track of all business points of contact, including your website, telephone, live chat (if you have that feature), direct mailings, social media, and all other marketing materials, you have access instantly to detailed information regarding previous interactions with a specific client. This alleviates any lag time as your staff customizes the current interaction to best advantage. Having the specific client data readily available enables your staff to quickly service the needs of your client in a professional, efficient way. This, of course, raises customer satisfaction levels, and encourages loyalty to your brand. Customer retention rates rise. This enriched customer relationship drives sales growth.
2) CRM automates analytics and reporting.
Because CRM automates the process of information gathering and produces actionable data through highly informative reporting methods, it allows users to quickly get the information they need without having to comb through large amounts of data. An additional attractive feature is the ease of customizing reports to your particular needs, thereby saving time and increasing productivity.
3) CRM contributes to focused marketing efforts.
With increased customer tracking information, it is easy to spot trends in consumer engagement. This allows your marketing and sales departments to specifically target customer demand and focus marketing strategies to meet that demand. CRM allows for great flexibility with marketing campaigns so that you can choose which audience to reach, when to reach them, and how to best motivate them to respond. This increased focus saves time and money, while generating revenue and promoting customer loyalty.
4) CRM leads to better interdepartmental communication.
In times past, the marketing and sales department may have had little interaction with the service department or front end management. Therefore, the customer experience across all departments was disjointed at best. With CRM software, it is easy for all departments to access the same information in a central database. This unites the efforts of all departments toward the goal of satisfaction throughout the client lifecycle. This united approach increases your reputation, and enhances your position in the marketplace.
5) CRM streamlines administrative support.
CRM software streamlines processes such as record-keeping, scheduling of appointments and meetings, tracking follow-ups, automating direct mail campaigns, and prompting action when clients need support. This allows your staff to prioritize their workflow correctly day by day, week by week, and month by month. It also enables you to track employee performance and thus increase efficiency and reduce unnecessary costs.
These are just five of the benefits of CRM software. If you would like a demonstration of how CRM can work for your business, please contact us. We will gladly work with you to tailor a CRM software solution to your requirements.
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