Customers want to be excited by a brand’s digital experience. It’s a business’s responsibility to constantly innovate your customer relationship strategy to keep up with their expectations. This isn’t possible without giving your business’s marketing and sales teams the right resources to make customers happy. In other words, effective businesses enable their sales and service team to meet customer expectations (and by default, close more deals) by giving them the right tools to do so. Fortunately, we are living in the Digital Era. This means there is technology available to help your business along the way.
Customers today expect experiences to be personalized. Sales and service enablement allows different teams within a company to come together to deliver the best possible experience for their customers, thus creating a long-lasting relationship with their customers.
The tools you’ll need
Customer relationship management (CRM) is a technology for managing all your company’s interactions with customers and potential customers. A CRM system is a database where businesses can store customer and prospect data, track customer interactions, and share this information with their teams. Common CRMs include Salesforce CRM, Adobe Marketing Cloud, Hubspot, and Microsoft Dynamics 365. The end goal of CRM is simple: improve relationships with your customers to grow your business.
What does a CRM system do?
A CRM system enables companies to stay connected to customers, streamline processes, and improve profitability. CRM systems automate tasks, in turn increasing team efficiency and giving sales reps more time to do what they do best: sell. This database will answer every question, service request, as well as provide a log of every customer interaction, instantaneously. By understanding every detail of your customers’ interactions with your company, you can deliver a better, personalized experience. Here are some other key features of a CRM system:
- Lead management: Converting prospects into customers by identifying consumers in your target audience and moving them through the sales pipeline.
- Email integration: Integrate with email services such as Gmail and Outlook, allowing better management of contact lists
- Document management: Collect, store, and share documents in a centralized hub.
- Workflow automation: Automate repetitive tasks by creating workflows that trigger actions or follow-up reminders.
- Reporting and analytics: Get summary reports of sales figures.
This isn’t an extensive list. The capabilities of CRM systems are plentiful and dependent on the provider.
CRM systems may seem difficult to implement. Luckily, businesses like Avionos are here to help. At Avionos, we empower businesses to grow, boost sales productivity and operations and win customers. We can help you develop a scalable CRM and customer service strategy that will help your team do their job better. Creating CRM best practices is necessary, but it’s not an outcome. We will carry you though the process, refining and transforming to meet your customers’ needs. Learn more here.