Customer relationship management is essential to building repeat customers, and brand loyalty. When your customers are satisfied with your products and services, they are more likely to return to your business, and recommend you to their friends. At the core of all CRM systems is the desire to delight the customer, and offer an experience your competition can not duplicate.
"Customers may forget what you said but they'll never forget how you made them feel.”
- by Unknown
As a business you have already implemented customer service policies, things like your staffs attire, how they greet and engage your customers, and procedures for dealing with potential problems (product returns/exchanges). All of these are front line CRM examples. Reactive CRM is the process of responding to customers based on events they initiate.
Your website, is a 24 hour 7 day a week 365 day a year salesman for your business. Have you taken the steps to ensure that your website is also equipped with customer service policies? When your customer fills in your contact form, what happens next? Just imagine your customer is on the sales floor and asks one of your employees a question, what would you do if your employee responded to the customer with “Thank you, your request has been submitted, we will get back to you shortly!” If this is your websites response to a customer inquiry, you need CRM software.
You just spent $2500 to attend your industries largest event or trade show. Your sales team returns to the office with a stack of 100 business cards they gathered from visitors to your booth. What happens next? We have all been in this situation, the thought of manually entering those cards into your spreadsheet or database is mind numbingly boring. It often gets put off until those cards have been lost or forgotten. Even if you do get around to calling the customer, it doesn’t take long for them to forget who you are and what they visited your booth in the first place. Companies with follow up policies and procedures close more deals and have greater return on investment, than those who do not. CRM software can assist you with this process.
For more examples of how CRM can assist you through automating procedures contact us today.