Customer retention comes down to one thing: customer satisfaction. With 65% of customers changing to a competitor because of a poor experience, customer experience management is an unavoidable part of business operations.
Customer satisfaction relies on the implementation of good customer relationship management systems. With 73% of brands expecting the number of inbound channels to increase rapidly in the coming years, implementing effective customer experience management systems early may well be the difference between achieving growth goals and drowning in the deep end.
How a CRM System Can Support Your Business
Customer relationship management (CRM) software is exactly that: a tool with which to manage the relationship you have with your customers. There are countless benefits to using a CRM system for your business.
From sourcing new customers to maintaining existing clients, re-engaging previous customers, and maintaining correspondence, a CRM streamlines the many steps in any customer service system and makes the entire process more efficient.
When used correctly, a CRM system has the potential to
• Source new customers
• Simplify sales and marketing funnels
• Improve customer loyalty
• Increase revenue
• Streamline decision-making processes
• Reduce time spent on administration
Using a CRM System to Improve Customer Satisfaction
The purpose of any CRM system is simple: to equip companies with the tools they need to better serve their customers. Many businesses benefit from CRM platforms with 74% witnessing improved customer relationships and 60%, experiencing improved productivity.
From lead management to marketing outreach, CRM systems help to improve customer experiences in several ways. The following examples outline three ways in which a CRM system supports businesses to improve customer satisfaction.
Keeping in touch
Building customer relations relies on keeping a line of communication open. Without a way to contact or reach your customers, it’s incredibly difficult to manage expectations and ensure customer satisfaction.
CRM platforms store all your customer data and contact details in one place. It’s simple to access, easy to manage and keeps all correspondence organized. From the very same system, you can also send emails, texts, and more to implement effective touch-points. From keeping your customers in the loop with new product alerts and upcoming promotion notifications to thanking them for recent purchases and requesting reviews, a CRM system automates the entire process for ease.
With approximately 4.70 billion social media users worldwide, a CRM system can also help you to collect service requests and monitor all online correspondence with your company in one organized database. With a CRM platform, you’ll never miss an inquiry or a chance to keep in touch with your customers and ensure their satisfaction.
Personalized communications
Keeping in touch with your customers is just one part of the puzzle. Personalized communications are a particularly effective sales tool with the potential to boost growth rates by as much as 10%. But with customer numbers hitting triple, quadruple, quintuple, sextuple, septuple, and possibly even octuple digits, personalizing correspondence becomes an impossible task.
CRM systems simplify the process by collecting core data on each customer. From identifiers to positions in the sales funnel, CRM software collates all the data needed to track customer activity, conversations, and purchases. You can even collect information about birthdays and special occasions to create special offers and sales incentives.
With in-depth data tracking, a CRM platform makes it easy to get to know your customers and send personalized marketing that’s tailored to their specific interests and preferences to ensure your marketing efforts no longer go ignored.
Consistent correspondence
With 83% of customers feeling more loyal to brands that actively respond to and resolve their complaints, consistent correspondence is more important than ever before. So much so that Forbes considers brand consistency and uniform messaging as capable of increasing revenue by up to 23%.
With automated tools and systems including triggered responses and automated replies, CRM systems help to maintain consistency across all modes of communication. They also guarantee timely responses and consistent messaging across the board for the ultimate customer satisfaction rates.
Customer Relationship Management: The Key to Customer Satisfaction
Granting you the means and opportunity to keep open lines of communication, develop personalized marketing campaigns, and maintain consistent communication, CRM systems are designed to maximize customer satisfaction.
Making it possible to utilize customer data and cater your services to their every need, CRM platforms are the ultimate tool for customer experience management, brand loyalty and repeat custom.
