The birth of e-commerce has broadened market access for international brands. But it has also made it harder for brand dominance. Customers today can easily access information on a variety of products and choose with little regard to the brand value. In Singapore, competition is often intense between local and international brands. A survey by Nielsen Global Brand Origin in Singapore revealed that although the brand value may influence choice, consumers put more emphasis on value for money and other relational aspects.
The best CRM software is a proven way to significantly improve customer relationships and enhance the effectiveness of your marketing and sales strategy.
Here’s why a CRM software is essential for every company:
According to the Nielsen study, Singaporeans accorded price as the most significant influencer in their purchase decisions.
Although digitisation makes commerce easier and enables companies to penetrate their client’s personal spaces, the client also benefits from vast information about brands.
Customers are no longer significantly influenced by the brand’s strength as they can evaluate the features of a product, and compare different brands online. Customers are more fact conscious than wooed by brand-image. The “DNA” of a strong brand is gradually changing and now more dependent on customers’ direct experience and their relationship with the firm. These are factors that a CRM software can help you enhance.
Customers were also influenced significantly by a sale or promotion.
The best CRM software can efficiently track communications, manage contacts and collect data. You can, in turn, use this information to fuel sales growth and increase repeat customer experiences.
Besides, CRM systems can integrate with other digital technologies allowing a direct interaction of a company with customers and bypassing expensive mediators thus cutting costs. They help you optimise customers’ lifecycle by providing a detailed analysis of client’s needs and how to enhance the experience across the entire value chain.
The best CRM software can help you decipher your customers and their individual needs. You can use your CRM software to keep tabs on particular client’s interactions and transactions and give personalised solutions such as a personalised message or discount solutions.
Singaporean consumers mentioned that a previous good experience with a product was also among the top reasons to make repurchases from the same brand.
The best CRM software enables you to capture reviews and customer experiences more efficiently. The systems can highlight particular resurfacing issues which you can pick out and address to make the clients feel genuinely valued and increase satisfaction levels.
Customers share both positive and negative experiences on social media with astonishing rapidity. It’s more important than ever to ensure that customer service, and complaints departments are up to the task of making sure all clients feel genuinely valued.
Investing in the best CRM software for your brand is putting money in the most valuable asset for your business. It helps you keep customers updated about your product features, record and track customer communications, personalise interactions and give appropriate feedback and adjust your product to better suit customer needs.
Find out more about our in-house developed, super easy to handle CRM system, QuickDesk: 5 Crucial Steps to Engage...