A complete “customer revolution” has occurred as a result of the current technological and digital transformation boom, and a new breed of knowledgeable and socially active Customers has emerged.
The reason a consumer chooses to do business with you is no longer based on price or product. Today, the consumer experience is everything.
You must go above and beyond expectations and provide a fantastic experience if you want to be competitive.
How, though?
In this post, we’ll discuss how a CRM system may help you give your consumers a better experience, which will ultimately result in a successful customer journey.
The Advent of a Potential Customer
The savvy Customer is all about technology; he or she begins the buying process online, opts to do all research online, requests feedback via social media, and prefers emails to phone calls.
In fact, a study by Pinpoint Market Research and Anderson Jones discovered that 95% of consumers start their purchasing process online. They can choose which goods, services, and even individuals to do business with as a result.
However, the Customer is most concerned with having an experience!
This is supported by data, which shows that an incredible 88% of consumers are willing to spend more for superior customer service. So, how can you modify it to satisfy the demands of such a picky customer?
Customer satisfaction is of utmost importance
In a CM IQ poll, 79% of customer management executives and leaders stated that their company gave high importance to the customer experience.
Today, 91% of businesses are determined to compete primarily on the basis of customer experience, according to Gartner. These statistics have increased over time.
According to PwC’s Digital IQ survey, 29% of businesses anticipate that their investments in the digital enterprise will lead to improved customer experiences.
Yet persuaded?
Okay, let’s add one more statistic to prove that the customer experience rules.
In addition, a study by Walker claims that, in the near future, customer experience would overtake factors like product and pricing as the primary brand differentiator.
What must you do, then, in order to give your customers a truly memorable experience?
You must take the initiative!
This entails identifying and meeting both the present and future needs of the consumer. Put yourself in your consumers’ position and go the purchase mile with them in order to achieve it.
Customer technology is fortunately accessible to assist you in proactively meeting the challenge. CRM software is the best technology currently available.
Read: Why Businesses need Dynamics CRM Consultants
Integrating CRM with customer experience
Let’s look at how CRM platforms can help you give your consumers a better experience.
#1. Establishing a connection
Without constant and meaningful communication, it is hard to provide excellent customer service. Every interaction we have with a customer affects whether or not they’ll return, according to Kevin Stirtz, the author of “More Loyal Customers.” To keep them, we must consistently outperform the competition.
A CRM system keeps track of a wealth of data on your clients and their interactions with your company, including previous actions, communications, and purchases.
Keep your current customers informed of corporate news, discounts, marketing campaigns, and other efforts by using the data stored in the system. Instead of delivering all of your clients the same information, CRM software enables you to segment your customer base and target the appropriate audience with the appropriate message.
#2. Paying attention to consumer demands
Nowadays customers are very outspoken and communicate through a variety of media, including social media, to express thoughts and information about products. Therefore, you should start socially listening to what he or she has to say if you want to be in the know about what’s trendy and what isn’t.
Getting feedback from your users is one approach to achieving this. Ask them in an email marketing survey what they think of your goods and services as well as what you can do to improve their experience. By doing this, you will demonstrate your concern for them, and keeping your clients pleased is exactly what you want to do!
#3. Establishing deep ties
Do you still know what “CRM” is?
Customer Relationship Management is what it stands for. You can establish a stronger connection by using relationship marketing.
How? by making your marketing communications more distinctive.
Your business offers a number of ways for customers to get in touch with you, including email, phone, and website. They can also get in touch with you via various divisions, including sales, marketing, and customer service.
Regardless of the channel or division in which they take place, CRM software records all of these conversations throughout time, giving you and your entire business access to the same data. That’s a lot of helpful knowledge!
Using this knowledge, you can provide the buyer with a distinctive experience by addressing them by name or, if they phone, by being aware of the nature of pain points without asking them to repeat.
You will notice how your clients’ perception of your business starts to improve as a result of customising your communication.
#4. Providing what customers actually desire
The customer has a wide range of wants & desires. You need to proactively provide them with a pertinent good or service in order to win their trust and wallet.
By informing you of the goods and services your clients are interested in, have requested, or have already purchased, a Dynamics CRM Consultants enables you to understand what they need. Additionally, you are aware of their past issues and whether they accepted the remedies you provided.
In other words, a CRM system’s history of client interactions can help you deliver to customers what they actually want, rather than what you assume they should desire.
#5. Providing thoughtful customer service
A distinctive customer experience also entails providing assistance and support to your clients as required. Keep in mind that Customer prefers online communication for managing their issues and concerns. The good news is that CRM actually does provide that!
#6. Quickly responding to inquiries
The customer expects a prompt response to any questions they may have. Today’s world does not allow for delays. Therefore, you run the risk of losing him if you don’t answer right away! For instance, we discovered that 65% of the organisations we examined never replied to emails from customers.
Additionally, the typical response time exceeds 12 hours.
Using pre-made email templates and CRM software, you may respond to consumer enquiries more quickly. By choosing the appropriate template from the system, you may rapidly respond to the most typical inquiries with pre-made templates.
#7. Meeting the demands of the users
The customer asks that their needs be met on their terms, not yours and that they not just be heard. As a result, you will need to interact with your clients whenever, whenever, and however they like!
You need to present your own offers more quickly because the customers have access to a wide range of rival offers online.
You run the risk of losing deals if not. Using CRM is one technique to speed up communication.
Wrapping Up
Customers require and expect a completely new degree of attentiveness in today’s technologically advanced landscape. They also demand that you conduct business with them according to their terms.
The customer expects you to know who they are, comprehend their unique circumstances, stay in touch with them, pay attention to their needs, and offer prompt, caring help.
You can do all of this and more with the aid of CRM software. Regardless of who in your firm is speaking with the client, CRM enables you to develop a complete 360-degree perspective of that customer.
Additionally, it allows you to:
- Personalize your communications
- Provide pertinent material and services
- React rapidly to their needs
- And make sure every query receives a response.
- This contributes to a positive consumer experience.
