Customer relationship management (C.R.M) is a term that refers to practices, strategies and technologies that companies use to manage and analyze customer interactions and data throughout the customer life-cycle, with the goal of improving business relationships with customers, assisting in customer retention and driving sales growth. C.R.M systems are designed to compile information on customers across different channels — or points of contact between the customer and the company — which could include the company’s website, telephone, live chat, direct mail, marketing materials and social media.
Customer loyalty can be your key to restoring customer confidence, which can keep your business afloat. With costumer confidence and customer loyalty, providing excellent customer service is no longer an added benefit. Customers who are not happy with the way they are treated are taking their businesses elsewhere.
Giving your customers an exceptional experience will bring exceptional results: your customers become a marketing tool for your business. This programme is highly participative and allows participants learn the art of effective customer service. This training is tailored at teaching you how to give exceptional customer service. C.R.M systems can also give customer-facing staff detailed information on customers’ personal information, purchase history, buying preferences and concerns.
CRM software consolidates customer information and documents into a single CRM database so business users can more easily access and manage it. The other main functions of this software include recording various customer interactions (over email, phone calls, social media or other channels, depending on system capabilities), automating various workflow processes such as tasks, calendars and alerts, and giving managers the ability to track performance and productivity based on information logged within the system.
Common features of C.R.M software include:
- Marketing automation: C.R.M capabilities can automate repetitive tasks to enhance marketing efforts to customers at different points in the life-cycle. For example, as sales prospects come into the system, the system might automatically send them marketing materials, typically via email or social media, with the goal of turning a sales lead into a full-fledged customer.
- Sales force automation: Also known as sales force management, is meant to prevent duplicate efforts between a salesperson and a customer. A C.R.M system can help achieve this by automatically tracking all contact and follow-ups between both sides.
- Contact center automation: This include pre-recorded audio that assists in customer problem-solving and information dissemination, designed to reduce tedious aspects of a contact center agent’s job. Various software tools that integrate with the agent’s desktop tools can handle customer requests in order to cut down the time of calls and simplify customer service processes.
- Geo-location technology, or location-based services: Some C.R.M systems include technology that can create geographic marketing campaigns based on customers’ physical locations, sometimes integrating with popular location-based GPS apps. Geo-location technology can also be used as a networking or contact management tool in order to find sales prospects based on location.
WHAT YOU STAND TO LEARN?
- Free Installation and Training on EQMS Software
- Key Skills for Quality Customer Service
- Addressing Different Customer Behavioral Styles
- Understanding Quality Service and Service Culture
- Listening/Communication Skills