What customers expect from a business is no longer limited to lower prices or quality products and services. Customer satisfaction today is about the entire experience they have with a brand. A customer’s journey starts from the very first occasion they engage with your business, be it by visiting your website or asking a question on your social media page. This is where their customer experience begins.
Whether a promising lead converts into a customer, or a customer turns into a returning customer, depends on how well you engage them throughout their journey.
According to the PwC Future of Customer Experience Survey 2017-18, 73% of customers said that experience plays a key role in their purchasing decisions, apart from price and product quality. The same survey also revealed that 32% of customers would stop doing business with a brand they loved after a single terrible experience.
If you need a little more motivation to start investing in customer experience, here’s one more statistic that should convince you enough. Research by Deloitte shows that customer-centric companies are 60% more profitable than those that do not focus on customer experience.
Customer Relationship Management is at the heart of delivering an unmatched customer experience. The role of CRM in making a business more profitable in the process is often overlooked. But it is crucial and here’s why you should be using CRM for your business.
CRM software gives you a complete, 360-degree view of each customer’s journey. From managing all your customer interactions at one place to reaching out to prospects at the right time, a CRM tool can help your sales team have complete control.
There are many things CRM software can do for your business. Here are some of the key benefits of using CRM that you should know about.
One of the first requirements of excellent customer experience is being in touch with customers at various stages throughout their journey. CRM software lets you always stay in contact with your customers. The ability to send automated emails and messages or to interact through live chat and calls gives you the opportunity to reach your customers at crucial times during their decision-making process.
From answering queries and reminding about abandoned carts for your qualified leads to sending offers and loyalty points to existing customers, a CRM tool can help increase the chances of making a sale.
A CRM tool lets you combine all your customer data from various sources onto a single platform. Having all the important customer data easily accessible makes it easier for sales professionals to address their concerns and queries better. They have everything they need, starting with the customer’s purchase history to the products they last viewed to their past interactions with the business.
With all this information, customer support teams can make more informed decisions and address customer issues more efficiently. Also, all the data is presented in the CRM software’s dashboard in formats that are easy to read, making the job much faster and more productive.
As CRM tools give you all the information about the customer’s actions on your website or their conversation with the customer support team, it becomes easier to understand their needs. From this information, your sales and marketing teams can predict what the customer or lead may be interested in. They can predict whether a particular product or an upcoming deal would get the customer’s attention.
So, they can email customers with product recommendations, offers, and discounts that can convince them to buy from you again. It also helps personalize your interaction with every customer. Knowing what the customer needs and recommending it to them at the right time can make your customers feel more valued.
Managing customer queries, requests, and complaints in today’s digital-first environment is not an easy task. Customers can reach you anywhere, starting from your website to social media to messenger apps. If you must constantly switch between different apps to address customers’ concerns, it is easy to miss a few messages. Or some of your customers may have to wait longer than usual, which can be damaging to the customer’s experience and your brand’s reputation.
With a good CRM platform, all conversations can be managed from one place. This means the customer support team can handle all customer requests and complaints from the CRM tool itself, allowing them to respond faster. This is extremely crucial to customer experience and satisfaction.
One of the biggest advantages of using CRM software is the consistent experience you can provide for your customers. Having all the records, data, and conversations you must refer to in one place ensures that the quality of interaction is kept every time.
Automated messages and emails that are sent out, triggered by actions taken on your website, also help deliver a consistent experience to all your leads and customers. A consistent customer experience adds to your brand reputation and image overall.
The ability to interact with customers regularly, something that the CRM software offers, is crucial in improving your brand’s offerings. Interactions with customers allow you to understand their needs. You can also ask for customer feedback and reviews that will tell you more about their satisfaction with your product or service.
This knowledge helps you improve the quality of products and services you offer as well as introduce new offerings to meet customer demands.
Sugar Sell is a CRM solution from SugarCRM that is focused on sales automation and building strong customer relationships. Sugar Sell helps businesses increase customer satisfaction by allowing them to spend more time with customers. Stop wasting your valuable hours on manual data entry tasks and use this time to build stronger connections with your leads and customers instead.
Bring all your customer profile information, actions, emails, and conversations to one place for everyone on the sales team to access. Manage the entire sales process end-to-end, starting from lead qualification to closed deals and beyond.
Sugar Sell offers –
- Lead, opportunity, account, and contact management
- Analytics, reporting, and dashboard for deeper insights
- Easy business process modeling tools to improve sales efficiency and productivity.
If an unmatched customer experience is your priority, the sales automation, collaboration, and reporting system offered by Sugar Sell is all you need.
Sugar Sell is a sales automation system that helps businesses spend less time on manual data-entry tasks and invest more time in building lasting customer relationships.
