The use of a CRM system can benefit companies, ranging from small businesses to large companies. Easily accessible customer information such as past purchases and interaction history can help provide better and faster customer service.
What is CRM
CRM is a combination of practices, strategies and technologies that companies use to manage and analyze customer interactions. The goal is to improve services and drive sales growth.
The CRM system provides detailed information to customer-facing staff members about the customer’s personal information, purchase history, purchase preferences, and complaints that have been encountered. This is to make it easier for staff to handle customers.
Uses of CRM
CRM is certainly closely related to the customer, its uses include the following:
- Putting customer interests first
- Knowing customer needs so as to know market trends
- Providing quality services so that they are not less competitive
- Understand what customers want
- Provide solutions for customer complaints
- Make it easy for customers in all services
- Noting aspects in sales
- Provide detailed information about sales
1. Improve Customer Satisfaction
E-commerce with CRM can improve customer satisfaction in a number of ways, such as offering services and tracking shipments. This helps customers stay informed when their merchandise arrives.
For example, for sellers who utilize online retail, CRM also helps collect information about their customers in various regions.
2. Increase Marketing Activities
CRM offers complete customer data. It serves to improve marketing activities, from planning to targeting sales. Examples such as sending advertisements and promotions to customers.
3. Improve Sales Performance
CRM has access to customer details, including orders, payments and products viewed. This certainly has the potential to increase sales performance to upsell or cross-sell. CRM is very influential on B2B eCommerce sites, where sales teams are empowered to increase sales so that repeat transactions occur.
4. Product Stock Planning
If used correctly, the CRM system will provide you with data about the most popular products. Such as using sales data to estimate manufacturing, sourcing, and sales objectives. So that it will affect the company to plan product stock.
5. After Purchase Service
After the transaction occurs, the service still needs to be provided. This is a part of every online business in order to increase customer loyalty and increase sales.
One of the best advantages of CRM for e-commerce is the opportunity it gives your sales team to address client issues before they become problems. Such as problems in orders, lack of stock, and others so that they can be handled more quickly and precisely.
CRM works for sales and marketing teams in providing information throughout the customer lifecycle. Contact services such as customer care will collect data through intense interactions with customers.
Social Media Approach
To add value to customer interactions on social media, a business uses a variety of tools that monitor social media conversations. Starting from the mention of specific brands to the frequency of keywords used. This serves to determine the target audience and see which social media platforms most people use.
CRM applications made for smartphones are able to access and provide information to customers. This application is able to make brands communicate well with their customers, or provide special promos. Not infrequently applications for mobile CRM take advantage of features unique to mobile devices, from GPS to voice recognition capabilities.