Using A CRM For Better Customer Experience

Melissa Brodsky

Productivity
Sales

February 19, 2020

CRM is all about customer relationships. CRM stands for Customer Relationship Management. Companies that work with individuals utilize CRM software to help nurture relationships throughout the entire lifecycle of the customer experience. Let’s take a look at how the right CRM software can help your company create a better customer journey.

What Is The Customer Experience?

Simply put, the customer experience is based on every single touchpoint your customer experiences throughout their sales lifecycle while interacting with your brand. 

Touchpoints for a customer are based on any type of contact: before, during, and after a transaction. These touchpoints form the perception of your brand. When relationships are nurtured, they inevitably build customer satisfaction and confidence. Which turns your customer into a brand ambassador. 

It’s up to your company to understand your customers in order to create a positive journey. This can be done through CRM software.

How Can CRM Software Improve Customer Experience?

With CRM software, you have a holistic view of who your customer is and what makes them tick. Customer interests, purchase history, and other data stored in the CRM help to create targeted campaigns. Then you’re able to gently nudge your customer into action. This is done by keeping close contact with customers in order to manage those relationships. 

CRMs are beneficial in improving customer experience through:

  • Sales and marketing: By pinpointing the exact needs of your audience/customers, you will be more effective in your sales and marketing techniques. 
  • Cost reduction: Using predictive data, you’ll cut down on errors which then reduces cost margins.
  • Customer data: CRMs organize customer information in an easily accessible and manageable database.
  • Efficiency: Storing all the information in a CRM eliminates the need for clunky spreadsheets and messy files. In turn, productivity is heightened and teams work more effectively.
  • Communication: Because of the detailed information stored in CRM software, it will enable your entire team to keep consistent customer communication. Everyone is on the same page.

Your customer is the key ingredient to a successful business. Being able to understand their needs and wants is half the battle. Using a CRM software solution will give you deeper insight into who your customer is, and you’ll be able to deliver to them the best experience. 

Who Needs CRM Software?

Most industries in both the B2B and B2C space, along with the varying employee positions, all could benefit from CRM software. Sales, call centers, and marketing are just a few industries CRMs can improve. Really, any company with a customer base and multiple departments would improve productivity with the right CRM software solution

Manage:

  • Capturing and monitoring leads
  • Sales pipeline
  • Calls
  • Meeting notes
  • Follow up tasks
  • Sales quotes and invoices
  • Emails
  • ROI
  • Interactions
  • Alerts

CRMs and Company Growth

The goal of a company is to grow and scale. Reach new customers, partners, and vendors. Expand teams. Create new opportunities. 

Thanks to the digital landscape, companies are growing faster than those prior to the internet. In order to sustain this type of growth; spreadsheets and paper are no longer ideal. And, cloud-based CRMs are the best possible type of solution. Not only do CRMs help your company grow, but the software will grow along with your company by keeping information cohesive, organized, effective, and efficient. 

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