- Dec 03 2012
Using CRM to Improve Client Interactions
Having strong customer relationship management is essential to a company’s branding and overall success. And, implementing a company-wide CRM model will allow your business to reach out to clients in order to create and maintain those all-important relationships with them.
CRM technology synchronizes and organizes your company’s client information and helps to move the business process along as efficiently as possible. Because the average company loses 10% of its customers each year, according to SuccessWithCRM.com, forming strong relationships is vital to your company’s success. Consider how your CRM can improve these relationships and interactions.
CRM technology will make it easier for your company to reach out to both new clients and existing ones, resulting in an increase in sales and revenue. Get software in the cloud, and your sales reps can interact more successfully whether they’re in the office or not.
- Automations software makes it easier to streamline all phases of the sales process, making it simple to manage your clients and sales more efficiently
- Contact management systems track and record every stage in sales process, allow you to monitor effective methods and review client information.
CRM is not just for your sales team, however; customer care also benefits from the use of this technology. With a file of information on hand with each call, it’s easier than ever to attend to customers questions and concerns in a timely manner. Not to mention being able to reference past experiences can help create brand advocates out of current customers.
- Track conversations through calling, email, chat, and social media so you can refer back to any recorded conversation, regardless of the platform.
- Manage customer requests and file concerns according to topic, making it easier to find answers; with integrated knowledge management you can review previous solutions for quicker results.
- Identify and reward loyal customers for their continued service.
- Automatically notify customers and you customer service team of past due invoices or expiring contracts. Opening lines of communication between your company and its clients will result in higher client retention rates and overall satisfaction.
Technical support may be your customer’s greatest need – you are the experts, not them; and they need your guidance. A simple CRM program can make it easier to address issues. After first being able to direct your customer to the right department, technical reps will be able to address their exact problem based on information from previous calls and issues.
When your customer feels heard, they appreciate your brand and what you have to offer them; CRM software allows you to do this. Improving your business’s relationship with each and every client is an invaluable way of growing your business. The more effective your interactions are with your clients, the more likely they are to be satisfied with your company and its service. Get the most out of your CRM by utilizing these customer relationship features, and let your company reap the benefits.
Kate Webster writes for lead generation resource, ResourceNation.com. She focuses on a variety of topics including sales software.
President & CEO, CoFounder
Scott Broetzmann has over thirty years’ experience in advising companies on how to invest limited customer experience dollars wisely to ensure happy customers and investment return.