What do you think about the rate of customer satisfaction in your company? Don’t get us wrong — we’re not talking about the quality of your services. It’s great if you provide your client base with an excellent service. However, their overall satisfaction still depends on how you and your staff approach customer interactions.
If you don’t have enough information regarding your clients, or it’s not organized well — your business definitely has an issue with contact management. Though this may not rear its head at once – over time, your business is bound to suffer. The consistency of your client management will drop, and that may negatively impact the reputation of your business.
Because of all of this, a CRM can benefit your business immensely. We’ll explain the key positive points below!
Knowing Your Clients
This may sound like a deceptively simple premise. However, the more you know your customers, the better the service you will provide. And sure, that might sound like a platitude. But when you think about it, you’ll realize that having all necessary information on your clients is not that easy. Or, rather, that keeping tidy records that can be accessed at any time is the most difficult part.
If all of your employees that deal with client management have their own spreadsheets with various formatting and systematizing, we’re not talking about a truly organized system. Instead, CRM systems give your customer service, marketing, and sales teams a one-stop-shop for the management of client information.
You can use these systems to create uniform profiles for all of your clients — including everything from the social network accounts of key professional contacts, to important email addresses and phone numbers.
Furthermore, you can easily record what position your contact has at a certain company, as well as the nature of their relations with other professional contacts from your CRM database. All of this information makes it easier than ever to maintain a professional contact on a personalized level. This is something everyone can appreciate.
If you pick the right CRM, you’ll not only have access to information regarding your clients — you’ll also be able to go through all of the previous communication you’ve had with them from one platform.
Every single customer service request, order, invoice, email, or text message — you’ll be able to view it all from your CRM platform. That makes choosing the best possible approach to client relations a breeze.
Higher Quality Segmentation
Speaking of the right customer approach — even within a single niche, you can’t always utilize the same approach for each client. That’s why client segmentation is hugely important. In other words, you need to be aware of which target audience every individual client falls into — and use the right approach for every category.
CRM gives you the option of breaking down every piece of client information according to different criteria and categories. This is especially important for marketing and sales. For instance, you can create client-specific email campaigns that hit every potential client in the most efficient way possible.
If you’re addressing specific clients, it’s far easier to tailor your approach and your company’s tactics while crafting the perfect sales pitch!
CRM benefits for your business aren’t just about providing you with the most efficient approach to converting new leads. A high-quality CRM system is also great at customer retention. This is especially true for industry-specific CRM platforms like MoversTech CRM. If you’re, for example, a moving company using such a platform that’s specifically tailored for clients in the moving industry; you’ll be able to manage them far more efficiently!
When you’re a company with many different clients, managing long-term relationships with them is not always easy. That’s why CRM systems are there with all kinds of features — including handy reminders to reach out to clients that you haven’t talked to in a while. The last thing you want is a high-value account feeling neglected.
Most business consultants will tell you that maintaining an existing account is more than five times cheaper compared to converting a new lead; even more true if we’re talking about cold leads. That’s why a CRM system is great at aiding you in the planning and execution of your sales and marketing activities.
Anticipating Client Needs
The one thing most people hate in the world of business is surprises. There’s always more value to extract from situations where you’re fully aware of everything you can expect to happen.
In other words, upselling an existing client who’s already bought into your brand is much easier when you know about their purchase habits and their needs. This is another thing that CRM platforms excel at. Your salespeople will have all the information on the previous purchases a client has made at your company at their fingertips at all times. The history of customer interactions that a CRM system offers includes such information as well.
This makes CRM platforms practically indispensable when it comes to the provision of a high-quality customer service. Sure, this is basically information that your staff would have without a CRM as well; but the chaos of disparate Excel sheets, post-it notes, etc. is something that takes up way too much time and productivity.
Instead, a CRM platform gives you everything that you need in a few easy clicks. You can easily surmise how satisfied a client was with your product or service, and everything that you have to do in order to improve your relations with them.