Consumer experiences such as engaging with recommendation engines from companies like Amazon or Netflix improve customer expectations to have an easy, smooth, and intelligent interactions with their products and services. In increasingly competitive marketplaces, those who provide a stellar customer experience can create trust between their business and customers.
1. CRM will help you become more Responsive
Our world is more connected today than ever before. The accessibility to smartphones has brought the entirety of the internet to the fingertips of most people. In fact, there are more people on earth who own a mobile phone than they do a toothbrush. With many ways to communicate, customers may prefer to engage by phone call, SMS, chat, or a self-service portal. Your employees need to be equipped to be responsive to your customers’ needs, hence, to improve the customer experience.
2. CRM will help you become more Relevant
If you had software that could provide a 360-degree view of your customer in one place, your representatives would be able to service better in a more productive way.
Having a history of your customer and their interactions with your company allows for you to use that information to forecast and project sales pipeline. Therefore results in providing excellent and timely service, and deliver information that will give value back to the customer.
3. CRM will enable you to be Proactive
As mentioned previously, previous customer history or order information can help you understand more about them. Be proactive in knowing the customer’s needs and offering it to them as a solution before they even ask. Having a single view of the customer allows every agent who is involved in interacting with them to have knowledge in context. Because that will allow sellers, service agents, or marketers, to be one step ahead.
4. CRM helps you to be Reliable
The one thing that can quickly erode trust between two parties is a broken promise. Having tasks or reminders set for agents to follow up on can help them to follow through with their promises, amidst all of the other customers they may be serving. Therefore, it will help to improve the customer experience and reliability.