In this ever-changing digital age, we are constantly communicating with a wide range of brands and companies. Whether it is from your computers, tablets, or phones – we are being bombarded with various products. Gathering all this information at our fingertips has altered the way many customers purchase products and services today.
More than 90% of B2B purchasers conduct some online research before completing a purchase. Most consumers will read online reviews before making the decision to buy. Online marketing, review sites, and social media platforms have become essential tools for this research.
Nonetheless, with all this information easily accessible, purchasers are not only searching for quick delivery, best features and pricing, but they also want a connection with the brand. A purchaser now spends their precious time and effort choosing the product, and brand they want to purchase. These customers will also expect that the company will provide the same effort back when interacting with them individually.
To meet client expectations, companies need to ensure that they are following a proactive approach in contacting clients and resolving their issues. It may seem like an impossible achievement for small business enterprises. However, with the help of a customer relationship management software, businesses can create a strong client experience strategy and keep it on track.
Here we present the four common ways on how a CRM solution can improve your customer experience.
1. Track Customer Interactions
Many CRM solutions enable you to sync and store conversations and emails you previously had with your clients and leads. It allows you to look into how the customer relationship is progressing via the sales pipeline and will aid you in identifying problems or concerns the customer is facing. This way, you can directly reach out and help them to solve their issues before they escalate.
This also allows you to create a personal link between you and the client to ensure their concerns are addressed and are answered quickly. If you are unable to fix their issues, point them in the direction of the resources which you think would be useful. Provide access to emails and notes from your teammates so your business can deliver a successful customer experience no matter who the client speaks within your organization. It will help your business to establish a robust customer relationship by investing in a solution.
2. Monitor Sales Cycle
The solution allows you to keep track of the sales pipeline and ensures that no deal falls through the cracks. This aids your salespeople in keeping an eye on the businesses’ sales targets and enhances the customer experience. Knowing where a customer is within the sales pipeline makes it easier to understand what type of support they will require. It also enables you to personalize the details you provide to your clients at various stages of the sales cycle.
3. Personalize Marketing Content
Looking where a customer is in the sales pipeline and what interactions your sales executives had with them, can help you create and send marketing content, which will be directly applicable to them. By leveraging an automated marketing tool with a CRM solution, you can address marketing emails directly to your customers. It provides you with a customer experience strategy with the personal touch that your clients are looking for.
4. Keep in Touch
Setting alerts and tasks within the CRM solution signifies you won’t forget to follow up with your leads. While dealing with potential clients, the system can help you to build a strong personal relationship with them, which can boost overall sales. It is not only your new leads you must be keeping up with. Keeping in touch with other potential purchasers helps you to develop long-term relationships and boost your client retention rate.
This way, you can receive feedback from your current leads to your products. You can then identify what your consumers like about your brand and where you need improvements.
Today, customers expect a more personalized experience when making purchases. They want constant contact to resolve issues and make their purchasing experience simple proactively. Automated CRM solution allows you to monitor your sales pipeline and remind you to stay in touch with your customers and deliver adequate information to your current and future clients.