Utilizing CRM solution to provide personalized customer experience

The need to track the flow of information and the current status of the activities has become imperative for organizations to stay on top of their work in this competitive era. Technology has certainly contributed well in the form of Enterprise SaaS or cloud-based solutions catering to the needs of the organization. Organizations maintain customer related activities using different sources like Post-it notes, Google Calendars, emails and phones. This helps them to track related activities like growth hacking activities, training workshops and customer care services.

However, tracking the status of all the above activities from multiple sources have its disadvantages in the form of delays leading to the loss of business. To tackle these challenges, technology has given us a solution in the form of CRM. CRM or Customer Relationship Management is a strategic solution to record activities related to all customers at one place. The activities can be understood as calling a prospect client, mailing the prospect after the first call, scheduling appointments to the action to be taken on a certain date.

You can look forward to a CRM solution as a system that gives you the freedom to visualize your pipeline and helps you plan your next steps of action. Insights on whether the email sent by you was read by the customer or not is now also available with you because of this solution. This history on customer’s data on a single interface with details on the last step taken by your teammate helps you strategize a move strengthening your customer relationship.

Imagine getting a reminder notification for respective clients on the action to be taken ensuring maximum engagement depending upon the aligned action. If the customer is checking the FAQ page, you can immediately pitch a proposal to organize a workshop by the Account Manager to address the customer’s concerns. This data and real-time notifications will not only allow you to stay connected with the customer but bridge unmatchable relations in terms of support.

Let us focus on some benefits of CRM

• Software as a Service – If you can’t afford the costs related to servers, infrastructure and installations. Stop worrying. CRM is available with basic requirements of internet connection and a web browser allowing you to access the information anytime anywhere with a subscription-based model. The servers are hosted on cloud saving you from maintaining physical servers.
• Customization at its best – You already have an ERP system in place maintaining a vast database of records and you are wondering on how to cope up with a second solution while maintaining the first is already a challenge. Enter the era of customization where you can customize the fields in the form, utilizing marketing automation tool integration enabling recommendations for the most active customer base to the third party ERP integrations.
• Saves manual effort – Save your team from manually entering data into the multiple data sources by sticking to this one-stop-shop solution of CRM. You can utilize the same team to focus more on follow up activities and preparation of pitch decks for their next meeting.
• Keeping the team on a single page – Saving your team from manual data entry and bringing them together on a single source will facilitate smoother communications and effective strategic planning. It will eliminate the information gap among the team enabling everyone to plan work on an individual level.
• Higher Revenue – You will notice happier customers with an increased interaction rate recommending the proactive approach of your team to others thereby leading to repeated business and healthier pipelines and positive feedback from your customers strengthening your relationship.

This blog elaborated more on CRM as a strategy focused solution and its benefits. Your comments are valuable in letting me know your areas of interest concerning CRM. You can reach me via the Comments section below.