Better customer relationships, among other things, are one of the most lauded benefits of CRM software. While there are many different options when it comes to choosing a CRM system, at least some of the investment will be wasted if you fail to leverage the CRM platform to improve customer relationships. Here are a few practical tips for getting to know your customers better, generating more sales, and fostering long-term brand loyalty.
One of the most fundamental tasks of effective CRM management is storing and keeping track of the relevant details of your customers. It’s handy to have the sales history and contact details of a customer. For B2C companies who want to use CRM to improve consumer relationships, you need to go a little deeper and store other pieces of information. This may include the customer’s birthday, hobbies and interests, or different social accounts. Holding this kind of information, you’ll gain a deeper understanding of your customers as individuals, and be able to better personalise your communications with them. In today’s increasingly social world, personalisation is absolutely integral to strong bonds between a brand and a customer.
Smarter allocation of resources
A huge proportion of your profits will come from a small proportion of your customers under the 80/20 rule. Put those analytical tools to good use and gain a deeper understanding of those customers who really drive up your cash flow. This targeted tracking will help you allocate resources for a customer retention programme to ensure that active customers are satisfied with the product and service and come back to your business again and again.
Respond to customers quickly
With customer expectations now higher than ever due to the advances in technology, one of the most important functions of a CRM should be making the most of is its capacity for fast responses to issues. All customer correspondence, history, queries and details can be stored within the CRM record so, you will be able to review all the details and respond promptly and clearly. Sometimes it can be tough to stay on top of all correspondence so set reminders or actions on the contact record so it won't be forgotten.
Generating meaningful business intelligence
Finally, you can improve customer relationships with your business exponentially by keeping track of buying patterns and carrying out some in-depth analysis. This can be achieved by having an integrated CRM and ERP, to gain a clear, detailed picture of your customers’ buying history, the products they’re drawn towards, and so on. Pick up on the distinct data trends and use it to inform your marketing and customer retention strategies. You’ll have a much better idea of which products you should stock more of, which you should stock less of, and which promotions or new releases you should promote in front of which customers. Overall, you’ll maximise the response from your customer base, drive up your profits, and become known as a brand that truly listens to what their customers want.
To find out more about how you can benefit from an integrated CRM and ERP system, speak to us at WinMan.