The concept of shopping has evolved considerably over the decades. A survey found that customers now make 51% of their purchases online. For retailers, this has fostered a greater online presence, even among companies specializing in local products.However, as a company’s customer base grows, customizing each interaction becomes a challenge.
The use of Customer Relationship Management (CRM) software is one of the best ways to provide tailor-made experiences and detailed management of your consumer customer relationship. The right solution will help you create a database that will help you achieve all your goals. Here are some examples of companies using CRM.
The benefits are:
Better customer relations: The more you know and remember about customers (or customers), the more your customers know you care about them. This allows you to forge a much stronger relationship and a deeper relationship with your customers.
Improved cross selling capacity: The more you know about the needs and desires of your customers, the better you will be able to provide the solution to their next problem.
Increased team collaboration: It is at this level that many companies that do not require their executives to use the CRM system fail to take advantage of it. I know that I have managed the implementation of the CRM software where the management team thought it was a good idea but would not learn or use the tool themselves.
Improved efficiency serving customers: Once again, the more you know about customers, the better you can serve them. If everyone uses the customer relationship management system to record their customer interactions, ALL customer interactions, other users can then inform the customer of what has already been discussed with him.
Better staff pleasure The more information your staff have, the more motivated and involved they are. Having an accurate and up-to-date CRM that everyone uses and has access allows employees to solve customers’ problems. It makes employees and customers happy.
Increased revenue and profitability: Once everyone has learned and used, CRM productivity increases, sales cycles decrease, you have the opportunity to provide additional products and services to your customers and their satisfaction increases.
Cost savings: Although starting a customer relationship management software takes a lot of time and money, its benefits far outweigh its costs. Sales team members are better able to plan meetings with prospects in the same geographic area. Customer service representatives are better able to solve a customer’s problems. You now have a central database of customers and leads that everyone can access instead of keeping everyone a spreadsheet or a separate contact database on their computer.
Less attrition of the customers: When a client is hired with only one member of a professional services firm, the risk of attrition is 40%. When five or more partners are involved in a customer relationship, the risk of attrition is reduced to less than 5%.