We’ve all been in a situation where we’ve purchased a new product but realise when we open it, it’s either the wrong size, broken, or not what we wanted. Our first instinct is to call customer service. The wait time to get in touch with a representative is one hour. While most of us wait patiently, some of us may send out a tweet to the company. The company replies asking what the problem is without knowing that you’ve already been waiting on the phone for a representative. As your mid-typing your issue, someone picks up.
You try and explain the issue with as much self-control as you can though vowing that you’ll never deal with the same company again.
Solid customer relationship is the heart of every successful business, regardless of the industry you’re engaged in. But sometimes it’s hard to give customers that one-on-one personal attention when you’re so busy trying to manage mountains of client data. It’s so necessary to have a database of your prospects, leads and customers so that you’re equipped with the ability to serve customers at the speed they expect while ensuring amazing customer service.
This is why so many companies are investing in Customer Relationship Management (CRM) software, and here are 5 reasons why you should too:
1. All-In-One System
CRM provides a complete, all-in-one system for four main elements: contacts, technical support, social engagement and customer service. This means no more searching through endless piles of spreadsheets, appointment books or calendars—everything you need is right at your fingertips and on your screen in seconds. Your CRM system is the go-to place for anything that relates to customer/client interaction within your company.
2. Gain Real-Time Access to Data
The real-time intelligence of CRM allows you to get actionable intel on who is visiting your website and what pages they are checking out. You can see what emails they are opening or clicking and what forms they have submitted. This feature allows you to answer the main questions: What is the customers’ NEED? Data can be compiled from a vast array of sources including website forms, sales calls, email campaigns, contact lists, social media, seminars and more.
3. Analytics and Business Intelligence
Now you have a huge amount amount of data but how do you analyze and act upon it? How can you use this data to drive performance and increase ROI? CRM Systems allow you to slice, dice, and deep mine your data through a wide variety of resources. You can customize and create interactive dashboards and reports specific to your data needs. This allows you to track key performance indicators, measure customer satisfaction, identify new leads, monitor lead conversion, track website visits and much more. By properly analyzing your data, you can gain better insight into your company and business.
4. Your Marketing Hub
A CRM system will help you manage and monitor all of your marketing activities. The three main functions of a CRM system that can help your marketing efforts are: Segmentation, Automation and Project Management. Segmentation allows you to identify and target customers specific to a campaign—you can make selections based on job title, demographics, interest level and much more. This way you’re not spamming your whole email list with a campaign that could be irrelevant to them. With Project Management, you can create a project room and add all documents, mails and activities on your CRM system. The benefits of this are overview, traceability and visibility for all people involved. Lastly a CRM system can automate most of you marketing processes (such as email campaigns) and streamline workflow by giving you a platform to plan, produce and follow up with your marketing campaigns.
5. Enhance Customer Service
Awesome— you captured marketing leads, they’ve been converted into sales, and now you have customers! Customers expect timely and knowledgeable support whether its a question, a complaint or just an important email or call that needs to be dealt with. A CRM system will provide you with every detail of a customer—transactions, relationship, personal information etc. This will make the conversation with the customer go smoothly instead of transferring them from department to department looking for answers. In addition, a CRM system will automatically send reminders to staff about important appointments and emails, monitor complaints, track calls and other functions to follow up with the customer. Lower the risk of human error when it comes to remembering meetings and following up on issues.
So remember, the next time you’re on the phone complaining about your product that’s defective—pray that company has a CRM system!