What is a productive CRM?
What methods / techniques can make your CRM experience more productive?Last modified by Ben Ford, on Wed Aug 09 2023 02:15:18 GMT-0500 (Central Daylight Time)
CRM or Customer relationship management is the combination of practices, strategies and technologies that companies use to improve their business i.e. their sales, service and communication cycles with their customers and potential customers (also known as prospects / leads). Companies analyze customer interactions prior to the sale, during the sale and after the sale, that is the entire data throughout the customer lifecycle / lifetime is kept, analyzed and used for new insight in one system. The main goal is to improve the overall customer's experience with your brand, specifically this include better purchasing experience, better service experience and better communication with the company. Such improvements will assist in customer retention and drive sales growth. CRM systems compile customer data across different channels, or points of contact, between the customer and the company, which could include the company's website, telephone, chat, whatsapp / email/sms campaigns, direct mail, marketing materials and social networks such as Facebook, Instagram and others. A good CRM systems can also give customer-facing staff members detailed information on customers' personal information, purchase history, buying preferences and concerns all in one place.
Sharing information between employees
The first most important rule for a successful business is the ability to share information between the employees and the ability to monitor and measure their actions. Having customer information such as past purchases and interaction history easily accessible can help managers to monitor customer support representatives provide better and faster customer service and can provide insight on what's working and what's not working. Access to customer data can help businesses identify trends and insights about their customers through reporting, dashboards, funnels and other visualization features.