Improving customer relationships is a concern for every company. If the consumer does not like the service, or the products offered, or the services, they will leave the place and look for other companies.
In the search for optimizing this relationship, CRM is an effective solution. It is Customer Relationship Management, a strategy that has certainly always existed, considering that companies have always sought to improve their relationships with the public.
With the digital revolution that has been taking place in the modern world, CRM has been automated, so that it is now possible to acquire solutions for this strategy in the form of software , including those that work in the cloud.
See how your call center can greatly improve customer service with a CRM tool!
Know your customer better
It is important to know your customer better, their consumption habits, their preferences regarding products and services, their needs, their expectations about the company.
A good CRM solution helps managers know their customers as ecuador whatsapp data well as they know themselves. This allows them to develop strategies that meet their customers’ needs and desires.
The company can innovate by expanding its portfolio of products/services. It can also offer new payment terms and greater discounts. It will be able to improve customer service to make the customer even more satisfied .
You will also know which consumers are really worth it, which ones have the right consumer profile for your products and services, and you will direct your efforts to please them.
Personalize the service
This strategy is not as difficult as it may seem, especially with an advanced CRM solution. Offer customized value propositions, not generalized ones, since the market is very broad and many consumers will certainly not become customers of your company because they have other interests and demand other goods or services.
The CRM tool allows you to study your customers' needs today and in the future. This way, your company can anticipate and show that it is aware of its customers' desires.
CRM allows you to capture data on sales performance , re-price your business, identify common characteristics among your customers, and more. It allows you to be flexible with a particular customer or less flexible with another customer (who is late with their payments, for example).
Automate processes
CRM software saves time in executing and analyzing processes. This means it can quickly and effectively respond to customer queries and provide faster solutions to their problems.
The system not only provides a list of contacts, it also automatically performs tasks that would otherwise be done manually, such as registering customers, updating data and searching for important information during the service.
Therefore, there is more time left to dedicate to other activities, which are more strategic and require more attention from the manager and/or employees .
Improve after-sales service
After-sales is still a stage that is not treated as it should be by most company managers, but it is very important.
The CRM tool helps you manage a longer-lasting relationship with your customers. All of your records remain in the database and can be updated periodically. Messages can be sent by email, for example, to show that the company has not forgotten about the customer's purchase.
Many emails can be sent simultaneously during special times, such as Christmas, New Year's Eve, and June Festivals. On birthdays, it is also important for the company to remember the customer by sending a congratulatory message.
With effective management of customer relationships, always considering the long term, even customers who had previously stayed away can return.
In fact, after-sales is a crucial step in customer retention. CRM helps to monitor churn (an index that represents customers who no longer buy), identify reasons that led these consumers to abandon the company, provide guidance on ways to win back customers and analyze what competitors are doing to attract qualified customers.
Create more effective strategies
CRM also generates detailed reports on events, which helps when making decisions and outlining new strategies. Your decisions will be based on statistical data and performance indicators, not on different and divergent opinions. As the saying goes, “numbers don’t lie.”
It is necessary to understand the consumer's journey until the purchase is made — the moment when they actually become a customer. Based on the information stored in the CRM tool, the online platform is able to manage the sales funnel and detect the potential customer's purchase flow, specifying how the service is going.
For example, in a contact for the sale or offering of products/services, the order of the factors, as well as the unfolding of the actions of the seller and the consumer will define the success or failure of the business.
There are difficult times when managers find themselves faced with two or more paths, i.e., a multiple crossroads. The CRM system can point out the best path. CRM helps to better understand the customer's purchasing journey, thus helping to make decisions that benefit the company and, at the same time, please the consumer.