The CRM applications can help improve your performances in a great manner. They can help you keep customers close and increase their loyalty towards your brand.
It is a new way of managing things, created to keep up with the pace and incredible diversity of products and services on the market. Today, the demands of customer increased, and with traditional customer management you won’t be able to remain in the top of preferences.
It time you adopt a different strategy, like the one offered by CRM applications, if you want to keep your present customers and gain new ones. Providing superior customer care is something that will keep you apart from the rest of your competition, ensuring that clients will always pick you.
The purpose of a CRM application is to offer high-quality customer experiences, far much better than what your competition is offering while maintaining the costs low.
Thus, you will keep clients satisfied, making them wish to return, without draining your budget. The platform such applications offer are made to support all CRM processes, making sure that your clients are treated in the best way possible, and that costs are kept under control.
You can now focus on investing in the development of your company since you will start earning more and more customers, having to face an increase in demand. But first, you will need to ensure a correct implementation of a CRM application within your company.
The applications will have tools that will offer the best environment for operating an efficient business customer relationship management. The purpose is to provide answers and solutions to the customer in real-time, increasing the effectiveness of your entire customer management system. Supporting the back-end processes and improving workflow management, a CRM application will be able to take care immediately of customers’ requests in a robust manner.
The customer will not be postponed or told what he will like to hear, just to extend the period in which his case will be solved. Everything will be managed in the best way possible and the shortest time, out of the desire to give the customer the attention he deserves. All the actions proposed by CRM will always be in close coordination with your business’s goals, this is how you will slowly head towards success.
How can a CRM application improve your company’s CRM processes? By offering each customer a personalized experience, understanding and anticipating his behavior.
It maintains healthy interactions within the service chain, making sure everything works exactly as it should. The time-to-value ratios will be much more efficient, by offering valuable data that can help take the best solutions in the shortest time. Thus, a problem will not linger, doing more damage, because it will be solved fast and efficiently.
The business’s performance will also be monitored, all the time and in real-time, helping constant development and the creation of better and more efficient strategies, which will be up to the customer’s requirements. So a CRM application is definitely something you should have in mind if you want to achieve higher performances.
The Differences Between Traditional And Social CRM
The world is changing, the way we behave is changing, together with the way we do business. Even CRM is changing, as it has to adapt to the new types of customers appearing on the market.
The expansion of mobile devices and the increase in the popularity of social networks triggered a massive “socialization” phenomenon. The client relationship management, or CRM, needs to develop a branch that will be able to keep up with the trends and recent requirements..
This new branch is called social CRM, and it is different from the traditional type. They have separate goals and use different means to address issues, but they both be a part of modern business, which wishes its popularity and sales.
So the way we collect data about our customers must shift and follow the current. When it comes to marketing, traditional CRM focuses on advertisers with the purpose of boosting sales. Also, the communication for this will only be one way, starting from the company and going towards the customers. In social CRM, things change the other way around.
Now, customers will want to establish a connection and communicate, and ditch advertising. Also, more than half of the companies that moved their activity on social networks notice a significant cost reduction in their marketing expenses.
In the sales chapter, traditional CRM is focused on sales, by collecting data from customers and creating specific campaigns. The primary goal is to keep the customers hooked and wishing to get more.
Social CRM will not target direct customers, but the potential ones. It explores the corners where traditional CRM can’t reach with its methods. With the help of social commerce, sales are expected to increase by about 30% in the following five years.
There is also the customer feedback sector that needs to be covered. Traditional CRM will just contact the customers to ask for their opinion. Also, clients may choose to share their experience, through talking, but only in restrained groups. In social CRM, people share experiences with the help of social networks, making them visible to millions. More than half of Twitter’s users will recommend particular companies when posting their tweets.
There are differences when it comes to service and support as well. It is obvious that traditional CRM uses the ordinary customer service, which functions in the time frame set by the company. In many occasions, the customer service is operated by a robot, being impersonal and following a script.
In social CRM, clients use their preferred social network for communicating a problem and expect for the company to answer back in a short notice, and in the same manner. About 15% of the customers that have ages ranging between 16 and 24 years old prefer using social networks in order to get in touch with the customer service.
Thus, the differences are visible, and we can tell that we won’t be able to make it these days without social CRM. It is imposed by our customers, and we have nothing left to do than to comply.