A successful business is built on a strong foundation of positive customer feedback. This helps the business stabilise it in an ever-changing market. Achieving consistently positive customer experience is easier said than done. Many businesses strive to achieve it, and the majority will fail. There are many reasons for this, but one thing in particular that most businesses miss is that they fail to use an online crm software to its full potential. Sure, they have all their customer information in the CRM software, but are they using it correctly?
Are they using it in conjunction with marketing automation tools? Do they tailor its functions to help them provide a personalised experience for their customers? The answer to all of these questions is most likely no.
CRM plays a key role in boosting customer satisfaction, and here’s how you can take advantage of it:
The one thing that you can expect automation to do is to stay consistent, CRM is no exception. As soon as you have access to your customer’s contact information, it is your job to make sure that your organisation remains visible in their eyes and to take that relationship one step further. You can do this manually, but it can be tiring and unnecessary. CRM software helps to automate the process to make it easier for you.
Small businesses can barely keep up with their follow-up messages, so what happens once your business grows? You can prepare your organisation for that eventuality by taking the time to create a system that consistently follows up with your leads either by sending your customers’ follow-up messages or other means.
It doesn’t have to be a long message. A line that contains your customer’s name is more than enough to make them feel important. If you’re not sending automatic personalised messages to your customers that contain recommendations based on their past actions or purchases, then you’re missing out on a lot of potential sales.
Because CRM software gather all of your customer’s data, you can move beyond just their past activity or purchases and include their name, special interests, birthdays, and so on. You’ll even know if they’re married and when, so you can make a recommendation based on what kind of gift your customer should gift to his or her spouse for their upcoming wedding anniversary!
This may sound like a simple thing to do, but by sending targeted messages to your customers, you help increase the chances of converting a sale and making a profit.
If you’re running an online store, there’s a chance that many of your customers have abandoned carts. They’re most likely people who have thought about buying your products but changed their minds before checking out the cart. That doesn’t mean they’re lost customers, though. They’re still hot leads, and it is still possible to convert them to sales by showing them products they’re already interested in.
Retargeting and remarketing is a seriously powerful tool that, if used properly, can help you convert even more leads going forward.
It’s no secret that satisfied customers are more than willing to recommend a particular brand to their friends, family, colleagues, or other acquaintances. So why not take the time to identify your top customers and thank them? Even a simple thank you note can go a long way.
Yes, the best crm software is one that does most of the work for you, but you have to put in the work first. By combining your marketing automation process with your efforts to improve customer relationship, you can give your business the best chance of finding and securing leads, as well as turning those leads into recurring sales down the line.