You’ve probably heard the old saying “the customer is always right” or “the customer comes first.” Now more than ever, these phrases ring true and businesses are realizing they need to find long term methods to enhance their relationships with their customers. We all know that customer relation management systems (CRM) help to connect your organization with its customers. But how exactly does a robust CRM system help your company achieve greater customer intimacy?
What is CRM?
Customer relationship management (CRM) is a technology for managing all your company’s relationships and interactions with customers and potential customers. Well-designed CRM systems provide an enterprise view of customers that’s useful for improving both sales and customer service. The goal is simple: to improve business relationships to grow your business. A CRM system helps companies stay connected to customers, streamline processes, and improve profitability.
The best CRM systems provide data and analytical tools for answering important questions about your customers and potential customers, to include:
- What is the value of a particular customer to your business over their lifetime?
- Who are your most loyal customers?
- Who are your most profitable customers?
- What goods or services do these profitable customers choose to enlist?
These questions provide useful data to help your business obtain new customers, provide better services, provide enhanced customer service, and much more.
Top Ways CRMs Enhance Customer Intimacy
Optimized User Experience
CRMs allow your business to analyze data and to see how your customers interact with your site. For example, your CRM system can track the average time your customer spends on a specific page, including soft to hard conversion rates (to ensure you are providing them with the most optimal user experience). This extra attention to detail shows your customers you care about their experience which makes you stand out against your competitors.
Track Key Metrics
CRMs are robust tools, and they can be used to identify your top customers. They allow your company to track common key metrics such as customer turnover, net promoter score (if a client will refer you), rate of service renewal, customer retention cost, length of the sales cycle, contact resolution rates, customer lifetime value (CLV), and much more. As you take time to filter and analyze your CRM data, you’ll also be building relationships with your clients by leveraging the data to enhance the services you offer.
Speak the Language of Your Customers
Depending on the nature of your business, your company will work with clients across many different sectors. Whether it’s information technology, healthcare, finance, or anything in between, CRM can be configured to help you speak the language your customer truly cares about. For example, medical and healthcare clients focus on Abu Dhabi Healthcare Information and Security Standards (ADHICS) compliance, while trade clients may focus on ESMA Registration requirements. Your CRM system can be tailored to meet the specific needs of each client you work with.
Reminders to Stay in Touch
A CRM system can help your company become closer to customers by providing reminders to stay in touch. Specifically, you can program your CRM to provide reminders to call or email a customer. This critical follow-up process will help you discover customer service problems before your customer leaves in frustration. These reminders will help you connect with your clients and maintain the relationship as time passes.
Prioritize Top Clients
CRM data allows your business to map out your customer’s journey. It shows a business how and when their clients first interact with their company, how the engagement went, and tracks what happened after the said engagement (i.e., whether or not the client enlisted your services). This data also allows your company to expand its marketing strategy to maximize cost-effectiveness. Additionally, CRM data allows your company to target areas where they have experienced success to foster better customer relationships in the future.
MenaCRM®, the first Arabic cloud-based customer relationship management system, is designed to help your company keep track of all interactions in your organization by providing a complete view of customers, competitors, and leads. From managing external interactions and storing customer contact information to finding new customers and gaining their partnerships, our systems empower your company to foster growth by using data to increase productivity and profit throughout the entire customer life cycle.
With our CRM, sales processes are now streamlined allowing your organization to direct its attention to strengthening customer relationships, gaining new customers, and providing top-of-the-line support, products, and services.
- Lead, opportunity, and sales management
- Sales automation
- Time and task management
- Target management and group collaboration
- Service and support
- Leads communication
- Problem mitigation
- Cross marketing
- Reporting and statistics
At MenaITech, we offer our clients complete end-to-end human capital information technology solutions and services, including payroll and personnel management, HR dashboards, data and analytics, time and attendance, and many other services through web-based, mobile, and cloud technology. During the current global pandemic and beyond, your company can remain operational and productive as we all look towards the future.
Contact a member of our team to learn more.