Customer relationship management (CRM) software lets companies of any size manage interactions with current and potential customers. By successfully utilising a CRM, your business can boost efficiency, track consumer data and drive growth
CRM is the key to enhancing customer experience
By gathering customer data, including purchase history, preferences and more, a business can better tailor its products, marketing and services to suit their needs. This helps strengthen the relationship with customers and assists with the growth of profits.
Most successful companies know how important positive customer experiences are and invest heavily in making improvements that will delight existing customers; this is vital to making the business thrive.
Such positive experiences will encourage customer loyalty and boost client satisfaction.
A CRM tool can improve customer retention by as much as 27%. Managing customer experiences is an important aspect when running a business, this is something that many new businesses forget to do. Using CRM to improve client experiences gives the business a competitive advantage and assists in building the business and customer base.
What are the benefits of using a CRM system?
CRM systems assist in finding new customers, maintaining current clients and bringing back former customers. Businesses are more organised and efficient through the automation of different areas and by streamlining several processes, this makes the logging of complaints; collecting of reviews; and reporting easier to do. These benefits can help the business run smoothly, save money and give more time and focus on customers.
CRM benefits include:
- Client growth
- Strengthening customer loyalty
- Increases in revenue
- Simplifying the sales and marketing process
- Improving customer service
- Creating more effective communication
- Faster decision-making processes
- Improving data reporting
- Saving time
- Security and data protection
Why care about the customer experience?
If a company wants to gain and keep customers, it will need to make them happy. Giving clients a positive experience with the company, products and services is the best way to do this.
An individual who has a positive experience is very likely to become a repeat customer loyal to the business. This person can share their positive impression of the company with others, which can potentially become customers.
Many customers feel that their personal experience with a brand or product is more important than price when making a purchase. A business market that is full of competition means that a customer can’t be taken for granted, any inconvenience experienced will lead to the customer moving to any of the numerous competitors available. Many businesses succumb to this folly by focusing solely on new customers instead of maintaining customer retention.
Investing in clients and ensuring that they have the best interactions with the company should be a priority. Business leaders know that if they want to keep their businesses running and growing, they will need to focus on creating an exceptional customer experience. A business without happy customers will not succeed.
How to use a CRM system
The marketing and sales teams often use the information gathered from the CRM to improve customer experiences and services. Collecting data on clients’ ages, locations, genders, hobbies and interests helps design more cost-efficient marketing campaigns and target particular customers for sales.
These insights into customers’ needs and behaviour suggest the best techniques for getting the most relevant information about the company and the products to the correct client groups.
The marketing and sales departments in the company can also use CRM data to target promotions to the best audiences. Certain emails can be sent to specific customers; product sales can be marketed to the customer base most likely to purchase these items; promotions can be created to focus on the company’s client groups and be executed at the right time. These methods will ensure that customer satisfaction with the company grows as well as product sales.
CRM is one of the most popular tools available for businesses today. In 2019 alone, CRM usage increased from 56% to 74%. An added benefit is strengthening the companies’ relationships with customers, helping create a positive customer experience, which is crucial to growing any business.
When looking for a good CRM system, it is important to know the needs of the business and how to solve them. Fortunately, CircleLoop is a diverse and adaptable system that will work well as a CRM system for any business. CircleLoop is a cloud-based phone system that offers excellent call quality without the need for a traditional landline phone system. CircleLoop’s cloud-based systems are VoIP powered and can integrate with a number of CRM systems, such as HubSpot, Office365, Capsule CRM and Pipedrive, to name a few.
Connect your CRM platform to us, make CircleLoop your company CRM phone system, and get all the benefits of CircleLoop alongside your favourite sales tools. If you are interested in our cloud phone system packages and pricing, then make sure to look at our full range of services and integrations.