5 Ways CRM Systems Improve Customer Experience
Customer Relationship Management (CRM) Systems enable companies to develop effective strategies for managing their relationships and interactions with clients. CRM is useful for both existing and prospective customers alike.
One of the biggest benefits of using a CRM system is in improving your customer’s experience. Because, after all, customer experience is one of the most important aspects for business success.
Customer experience is at the heart of every successful business. Here’s why:
- It boosts customer satisfaction
- It fosters customer loyalty by encouraging customers to keep returning
- It reduces customer churn
- It provides businesses with a competitive advantage
- It increases a company’s revenues and sales
- It builds more solid customer relationships
So, in order to make more sales, you need to offer a great customer experience and CRM systems can help you do this. Here are 5 ways CRM systems improve customer experience:
1. Keep in Touch with Customers
Good CRM systems also have marketing automation functionality. This means that, providing you have permission to contact them, you can send your customers regular emails automatically, with very little effort on your part. This could be in the form of a newsletter or informing them of new product releases or available offers. If the content you provide them is valuable, informative and engaging, your customers will appreciate receiving emails from you.
Another way you can make use of marketing automation is by scheduling an email to be sent out on your customer’s birthday for example. Within this email, you can provide them with a code which entitles them to a free drink on their next visit to your restaurant or discount on a particular product. This is just one of the ways CRM systems improve customer experience but the possibilities are endless with marketing automation. Click here for some more ideas.
2. Personalise your Communications
Not only can you send out communications automatically but using a CRM system you can personalise your communications. Using customers’ first names in emails makes a huge difference. According to Campaign Monitor “72% of customers open an email due to the discount it offers and 62% customers open due to the personalised subject line.”
Using a CRM system, you have the ability to personalise your subject line as well as the email body automatically. Your customer is more likely to open your email due to this personalisation and it builds an instant connection with them.
3. Create a Consistent Experience
Being able to create a consistent experience is another way CRM systems improve customer experience overall. Think about it, we all like consistency- The success of McDonalds is a prime example of how we have come to expect a consistent experience. You can go anywhere in the world and the Big Mac will be exactly the same, as will the service you receive. It’s what makes McDonalds so popular. If you can put processes in place in your business, you are guaranteed to improve customer experience.
CRM can help you do this by automating these processes. For example, if a customer fills out a contact form on your website, your CRM can send them a thank you email instantly. Within this (personalised!) email you can tell them someone will be in contact as soon as possible. Your system can then automatically set you or a member or your team a task to call that person. This ensures that no customer enquiry is missed and impresses your customer with consistency and efficiency.
4. Learn More About Your Customer
Enabling you to learn as much as you can about each of your customers is a key way CRM systems improve customer experiences. Using in-depth reports, you can learn what content and products your customer is interested in. For example, if they clicked a link in an email relating to a particular product, it’s likely that they’re considering purchasing that product. This means you can tailor an offer to suit them, therefore improving their experience and creating revenue for your business!
5. Provide Your Customers with Relevant Information
Using the information you learn about your customers, your CRM system enables you to provide them with relevant information that they are likely to be interested in.
Good CRM systems enable you to segment your email list and send targeted content to particular customers. This could be based on location, age, gender, interests, industry, hobbies. The possibilities are endless! Sending relevant communications keeps your customers happy and avoids them unsubscribing to your emails.
So there’s just a few ways CRM systems improve customer experience. In this blog we have just focused on existing customers, but the same applies to prospects too. CRM systems are invaluable to both large and small businesses and are certainly worth the small investment for huge improvements to customer experience. Take a 14 free trial of InTouchCRM and see how it can work for your business by clicking here.