How CRM is taking CX to Next Level.

Some businesses merely exist whilst others actually live. The only businesses that stand the test of time are those that are alive and kicking, paying full awareness to the trail of experiences they are leaving behind.

Customer eXperience (CX) is the top priority of today’s successful businesses. Sooner rather than later, CX will become the brand differential parameter instead of the product or price.

86% of customers are willing to pay 25% more for a better customer experience.

According to PWC research, 1/3rd of customers abandon a company after a single bad experience.

Everybody knows that in the long run, all factors like economy and market will balance out except for the one called Brand Loyalty. A loyal customer base will continue having the biggest and most powerful impact on the success of a business over the short or long run. Customers of today will leave no stone unturned researching products and vendors before making a decision. They have options from around the globe and post-purchase they are able and often quick to share their good or bad experiences with everyone on the internet. To add to this, customers want everything right away, served well. With all of these behaviors working in favor of the modern customer, businesses now have no choice but to win by experience vs. product.

The one platform to tackle all aspects of CX is the CRM (Customer Relationship Management) system. With a wide variety of tools, integrations, and features available in CRM systems it is becoming easier to design customer journeys be it a patient, a retail customer, or large cooperation. CRM came to be known as a tool with a 360° view of each customer. This is now changing to a 360° of the customer journey.

How are the CRM systems helping to Enhance Customer Experience? 1. Consistent Customer Experience

CRM standardizes processes to deal with the customer. Relevant customer journeys designed in the CRM ensure a winning experience every time a customer gets in touch. CRM gives you an ample opportunity to have definite processes to deal with the customer’s mind and behavior. Precise product quality and service processes help companies to grow and go a long way.

2- Address the Customer not the whole Audience

CRM allows you to easily personalize your communication with customers. Emails can be easily customized according to the requirement. You can effortlessly change the subject line as well as the body of the email. A customer's name in an email can create a quick interaction with the customer. Moreover, people are more likely to open their emails when it comes to the discount offers or by looking at the impactful subject line.

3- Pay Attention to what your customer wants

In the CRM system, you can have all the information regarding each customer. In-depth reports, history, and all the information help you to identify what exactly your customer wants.

4- Provide Customer with Relevant Information

As CRM provides a 360° view of customer data, this helps you to help your customers with the information that is relevant to them. Like when you are known to the customer gender, age, location, industry and interest, then you are more proactive in creating strategies that will work for you and your customers as well.

5- Discounts for the customers (Promotional Campaigns)

CRM systems help companies to get in touch with their customers by sending them product information or promotional emails by providing them with an incredible feature of Marketing Automation. It is usually observed that whether customers get back or not but the continuous marketing leave a strong impression on customer’s mind.

6- Quick 24/7 Customer Support

CRM helps you to respond back to your customers with their queries as fast as possible. It has built-in automated features that send an email template to the customer that their request has been received and quickly process the inquiry. Chatbot integrated with CRM provides a whole new experience of customer support by understanding, evaluating, and discussing the matter with customers.

So the CRM is a powerful tool beyond our expectations. It can be discovered as much as we want. CRM helps companies to streamline their workflows and customer to have an incredible experience, resulting in making favored and long-lasting customers for the company.

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