CRM: Build a Better Relationship with Customers
It is challenging to find customers for any firm. Once you have found them, it is not easy to hold healthy relationships. Building a relationship with the customer is not as easy as you think. ..
How CRM Improves Customer Experiences for Businesses?
Studies, research, and reports from all over the globe have revealed that CRM has improved customer retention by 27%.
Customer Relationship Management (CRM) is the strategy of managing the customer’s needs by an organization. The “R” in CRM is a vital part of any organization’s success that bridges the gap between customer expectations and business offerings. To manage these relationships effectively, businesses use the CRM tool. CRM software helps track truckload of customer data easily, resulting in the growth of sales and profits.
There are innumerable benefits of adopting a CRM system for your business. Ranging from finding new customers and increasing revenue to building effective communication and simplifying the sales and marketing process, customer relationship management systems help companies be more organized and efficient through managing their customer relationships.
However, the question is, how does it help in managing these relationships? Let’s find out.
- Better Customer Knowledge
79% of marketing leads are not converted into sales due to the lack of a CRM system - Marketing Sherpa
An efficient customer relationship management service can help your business stay in touch with current and potential customers. It provides valuable customer insights and stores all this information in a single place, making it a robust communication tool.
Based on the user’s activities and purchase history, CRM software helps curate and send personalized emails to the customers, informing them about special offers and new products. This, in turn, helps convert leads into sales.
- Understanding Customer Sentiments
Besides acquiring knowledge about customer preferences and activities, a CRM system also helps to understand their emotions better. Knowing what a customer thinks and feels about your brand can help gain valuable insights into the business. Ranging from the tone of a user on calls to posting reviews online, sentiments can be both positive and negative.
The AI/ML-driven CRM software understands the recorded conversations with the customers to know some essential aspects of their behaviour like the number of times the users replied or did not reply to messages. Sentiments like frustration and satisfaction with the services can help improve your customer relationships.
- Personalized Communications
About 62% of customers open an email only due to its personalized subject line - Campaign Monitor
While acquiring customer information, CRM software gathers data like name, email address, telephone number, social media accounts, birthdays, etc. This gathered data allows you to personalize emails by using customers’ first names.
For instance, Hey Mark! Here’s a Little Something Extra for You This Holiday Season!
Sending such customized messages helps build a connection of trust and loyalty among customers.
- Retention of Existing Customers
The odds of selling to an existing consumer is 60-70%. In contrast, the likelihood of selling to a new customer is just 5-20%. Which odds would you like to take?
Acquiring new customers is critical for all businesses. However, it increases the cost tremendously. On the other hand, maintaining an existing user is 6-7X cheaper than acquiring a new one.
But how can you acquire better customer retention for your business? By providing an effective user experience to your customers. So with the help of tools like grievance management, sales, and customer support, customer relationship management software helps build strong and long-lasting relationships with existing consumers.
- Faster Responses
The probability of converting a lead drop by 80% when responding to a query after 5 minutes - Vendasta
Five minutes? Sounds a little crazy, right? Well, the numbers don’t lie.
Responding quickly to any customer queries or requests helps you maintain the status and position of your business. The customer relationship management system allows you to respond to customer queries faster with readily available information. And speedier responses can help customers lean towards your products/services rather than the competitors.
- Improved Anticipation of Needs
89% of businesses feel that anticipating customer needs in providing impactful customer experiences is vital for growth - Google
Customer 2.0 has a plethora of choices. In such a scenario, there are high chances to gain an edge over your competitors.
How, you ask? By predicting the needs and wants of your customers and providing them with the right offers at the right time. An effective customer relationship management service can offer customers what they want and desire. This can prove to be beneficial in keeping them happy and loyal towards your business.
- Better Customer Support
52% of consumers have made a repeat purchase from companies that provided a positive customer service experience - Zendesk
Quality customer service provided both before and after the sale is vital in building solid relationships with the customers. A failure in providing after-sale services will result in the wastage of time and effort which you’ll be required to put in to acquire new customers.
However, a robust and agile CRM software can help you overcome this challenge. By collating the customer’s complete search and purchase history, CRM software helps provide quick responses and solutions, which equals smoother interactions and query resolutions, ultimately leading to repeat purchases.
FiveS Digital - The Efficient and Affordable CRM Software Provider
FiveS Digital, a technology-powered solution provider, offers customer relationship management service that supports and simplifies the customer relationship process. Their customized CRM solutions help meet distinct needs and organizational goals. With an easy-to-use interface, FiveS Digital’s CRM software generates quick, professional sales quotes.
So if you are looking for software that enhances your profitability as well as prospect relationships, get in touch with FiveS Digital TODAY and get a CRM system that not only handles service inquiries but also tracks prospective leads and manages accounts.