We live in the digital age where things can be done and executed at the click of a button or a swipe on smartphones. Yes, key business decisions are taken at lightning speed. There has been a sea change in the way businesses attend and serve their customers. In fact, consumer-oriented processes is the new secret sauce to scale up. It is the era of working smart with customers whilst offering them with the human touch and addressing their queries efficiently. Today’s customers expect instant solution to their queries. Though customer loyalty is one of the archaic practices, businesses today are turning to automation when it comes to winning customer loyalty.
It is not about pampering your customers, since the aim is to build a lasting relationship with them by offering them with fair and equal attention. Customer loyalty plays a pivotal role in driving upselling/cross-selling, improved ROI, etc. Thus, the efforts that a business puts in building customer loyalty is sure to render a competitive edge.
Can CRM system drive customer loyalty for your business?
CRM software aka customer relationship management is panning out to be quite handy when it comes to retaining customers and building customer loyalty. In fact, several businesses around the world are already reaping the fruits of using a CRM solution to achieve happy and satisfied customers consistently.
Here’s how a CRM software can improve customer loyalty for you:
CRM software helps you unravel customer intelligence
Yes, a good CRM solution provides you with a detailed view of your customers including their queries, suggestions, preferences, likes, complaints, etc. It is tedious to manage each client, lead and prospect manually. CRM system does this for you thus, freeing up a whole lot of time. In addition, nothing is more rewarding for a business than being appreciated for the service provided. It improves customer loyalty. CRM software helps you pay attention to each of your customers.
CRM solution drives customer experience
Without a doubt, loyal customers are the ones who keep coming back to you years after years. This is where customer experience comes into play. Yes, a business ought to be available 24 x 7 for its customers to retain customer loyalty. Nothing can beat the potent of a CRM software and automation when it comes to handling customer complaints, grievances and queries. A CRM solution helps a customer support executive extract the required customer data at the click of a button thus, cutting down the response time a customer support rep responds to a customer’s query. Since the rep can pull out the required data in a matter of seconds from the CRM system, the revert time will be greatly reduced.
CRM system: Blessing in disguise for salespeople
Salespeople are the ones, who tend to benefit the most from a CRM software. Since CRM streamlines sales pipeline thus, helping salespeople to forecast sales and receive real-time data pertaining to sales on the run. Most importantly, a streamlined sale pipeline helps a sales rep get a 360-degree view of a customer. On the other hand, automation of routine tasks such as lead management, order processing, scheduling, follow-ups, etc. eradicates the need to perform the same manually thus, saving time and efforts allowing salespeople to focus on what matters the most i.e., sales.
Striking the right balance when it comes to maintaining strong and lasting customer relationships is the key to customer retention and satisfaction. Not to forget, automation can intelligently free your sales department from routine admin chores thus, helping a business move an inch closer to its customers and a CRM software is the perfect sidekick in this journey.
About the Author:
Anwar Shaikh writes about enterprise technology solutions like ERP and CRM. A self-made Writer and Digital Marketing Manager, Anwar writes for Sage Software Solutions Pvt. Ltd., a leading provider of cost-effective CRM software to small and mid-sized businesses in India.