Customer Relationship Management (CRM) works towards building strong relationships with your current customers, as well as identifying prospects and encouraging returning customers. It brings together many different elements by using software to build a bigger picture of the customer information that you have. A CRM can offer benefits to SMEs and large multinational corporations alike, so if you’ve not yet considered it, here are 5 benefits that will convince you to start using a CRM system.
#1 Greater customer services and satisfaction
The way that a CRM works to build an overall picture allows your team to offer greater customer services tailored to the interests or information required by the particular customer. This information can mean that your team can offer better understanding of any issues, and therefore address this more accurately and quickly. This leads to greater customer satisfaction and the likelihood of receiving recommendations and repeat business.
#2 Improve customer revenues through marketing
Another benefit is that your revenue can also be increased by utilising a CRM as customer data creates a strategy for more tailored marketing. Access to past marketing and purchases means that future marketing can help to tailor future marketing attempts to offer more relevant products to each customer. It also means avoiding sending the same campaigns to past recipients who have already bought your product/service.
#3 Strategic upselling
CRM systems also allow upselling – and suggesting products to your customers that may be related to previous or current purchases. You can offer them complimentary products according to interactions you’ve had with them about their preferences and any products of interest, as well as recorded patterns of purchase. All of this helps to upsell and increase revenue without giving an impression to the customer of being pushy.
#4 Sales and marketing team cohesion
With a CRM, your sales and marketing teams can work together more easily since all information is provided to all the relevant staff members. This means that anyone that speaks to each customer or interacts with them, comes from the same perspective and has the same knowledge, so they will give the correct information and provide a united impression that demonstrates genuine customer interest and care.
#5 Better marketing strategy
Your CRM can also give you insight into optimising your marketing strategy by understanding customer behaviour, seeing where the most buyers are coming from, recognising the most profitable groups of customers and therefore allowing you to then optimise your use of resources effectively to generate a better ROI.
MarketDeveloper’s CRM system consolidates customer information into a Single Customer View to provide even greater transparency. To find out more, get in touch with MarketDeveloper today on 01784 432 082.