Considering the survey done by Salesforce, 60 percent companies are using social networks for answering customer queries and 78 percent are planning to adopt this medium sooner. Thereby, this rising importance of customer interaction makes it essential for every enterprise to use effective customer relationship management solutions. Basically, it is the strategy to build long term relationship with current and prospective clients. By doing so, you can boost the productivity resulting in good ROI as well as better customer satisfaction. Ultimately, this helps in retaining customers for a long time. Having the power of monitoring comprehensive view of every customer by a single touch of a button, you can see your previous interaction with any customer, their order status, invoices pending, transaction history and so on. Isn't it interesting? Of course it is. As more companies are using social networks for interacting with their clients thus, it enables them to understand the likes and dislikes of customers as well as what they are sharing.
With Customer Relationship Management, you can:
Appeal your potential customers
CRM is the most optimum tool to engage customers easily. According to the recent report of Forrester, rise in web self-service is 12 percent and in online chat usage is 24 percent. Therefore, it depicts that more and more customers are making web their medium to find appropriate service or product for themselves. It is an indication for companies to listen and respond to their customers via these social platforms and due to this many companies are adopting CRM systems including social media integration.
Find and Reward your loyal customers
Using the Customer relationship management software, you can track down the information regarding any customer observing that for how long your existing customer have been with you. Furthermore, you can track their purchase history. This information helps you in identifying your loyal customers and you can create special rewards, offers or customised messages for them. Reward makes customers feel good and eventually helping you in retaining those customers.
Handle Customers fairly
Customers generally expect solution of their problems. Thus, companies should handle their customers’ issues effectively without disappointing them. CRM makes this task much easier with CRM systems resulting in quick resolution of queries and issues. Through CRM system, every department has all the information regarding the customer to answer their queries and find quick solutions of their issues. It is obvious that fast and fair means of dealing puts positive impression on customer’s mind regarding the company. Customers like to deal with such companies that can answer their queries quickly.
Get Feedback
After serving customers as per their demand, it is very necessary to have feedback from them. Feedback helps you to improve your services and product quality later. And. if the customer is fully satisfied then also their appreciation helps you to perform better in future. Social media is the best medium to take feedback from customers as they spend most of their time on web.
So, adopt Customer relationship management tools to make your business more profitable.