The way customers do business with you has transformed due to changes in technology. Customers are much more likely to take time to do their homework and learn about a company before making a buying decision. They are interested in developing a relationship with vendors and service providers, which means the overall customer experience is of primary importance to staying competitive. Your CRM software is an integral part of relationship-building and your business success. 

CRM Software and Customer Experience

A CRM software package gives you the capability to manage your customer relationships more effectively. Consider these practical ways it improves the customer experience.

1. Makes it easy to stay in touch with customers.

The key to establishing and maintaining a relationship with a customer is regular contact. The CRM can store a range of information about your customers. It shows you what they have purchased previously and how often. You may have also included notes about your customers’ conversations with your team. 

This information can help you tailor your messages to your existing customers when you want to share company news, offers, or sales campaigns with them. CRM software also allows you to send specific messages to different customer lists to ensure the communication is relevant and current.

2. Helps you ask customers what they want.

Today’s customers are already very comfortable interacting with brands through social media and online. Everyone likes to be asked for their opinion. Combine the two by sending your customer list a survey to find out what they particularly enjoy about your products and if there is anything they dislike about them. 

Be sure to ask your customers what your company can do to improve your customer service. The fact you are asking this question tells your customers you care about what they think and that your team is prepared to put forward extra effort to keep their business. 

3. Lets you respond quickly to customer concerns.

All customers want to feel their concerns have been listened to and understood. No one wants to feel as though they are being ignored. The CRM software automatically logs each customer inquiry or complaint into the system. It can be set up to email the customer that their communication has been received and a time frame when they can expect to receive a response. The email can include other information, such as an inquiry number and the text the customer provided. 

While the customer is waiting for a personalized response, the customer can be directed to self-help resources, if appropriate. Provide the link to your list of FAQs or online discussion groups. The customer may find what they are looking for in the meantime. If they prefer to wait for a representative, the customer will still appreciate the attention their request received.

4. Allows you to be attentive to customers’ needs.

The modern world moves very quickly, and your company needs to connect with customers in the same way. Customers also have multiple options when receiving communications. A mobile CRM gives you the capability to reach out to customers with information about new products and offers. 

It also gives you the ability to respond quickly to busy customers. They aren’t necessarily in their office at any point during their day. Your mobile CRM software can reach them when working remotely, traveling between job sites, or in the warehouse. 

To learn more, click here to view a webinar on the topic of “Generating Business, Not Accessing Data.”

Positive Vision: Relationship Building the Key to Business Success

Positive Vision knows that finding and keeping regular customers is critical to establishing and growing your business. The right CRM software can help you reach that goal. Reach out to Positive Vision today to discuss your software needs with one of our experts directly.