Many businesses find it challenging to engage with past and current customers. However, integrating the right CRM and adequately using it can help leverage the growth opportunities.
There’s a significant variation in prices when it comes to shopping for CRM. Therefore, it would be best to define what your business needs are before shopping for the right CRM solution.
But what is CRM? Before diving deeper into how best to use CRM, let’s define it as software that helps businesses to monitor their relationship with clients, customers, and even vendors.
Now that you know what a good CRM can do, you may be asking how best one can use the CRM for best results. Well, in this article, we provide useful information about CRM and dwell on some of the things you should know for a high-quality use of the software.
1. Use CRM Data To Hyper-Personalized Customer Engagement
Personalizing campaign messages such as marketing emails by adding a customer’s name is one easy way to use CRM in company development and make a massive difference to your business.
Research shows that a personalized subject entices more than 62% of customers to open an email.
But that is only where it begins. Businesses get real value by hyper-personalizing their campaigns. To do this, you need to present each customer with relevant information and offers highly customized to their interest and purchase history.
2. Business Management
One of the primary benefits of CRM is to help you effectively manage your enterprise. Sales CRM software helps you manage your business by keeping everything in one place instead of having disjointed data in separate files and notepads.
Besides keeping proper records about your business, you can also use your CRM to track the touchpoints you have with your customers. Tag them and use them to reflect on how every customer interacts with your business.
3. Proactively Support Customers Via Self-Service
Most customers are known to try handling issues themselves, such as contacting Google search or customer service chatbots before reaching out to a call center.
Integrating self-service channels into your crm system helps you leverage your CRM knowledge content to provide on-demand answers to customers and eliminate the need to call in and wait for a live agent to answer.
Knowing that customers will look out for self-service first creates an opportunity to support them much more proactively.
Delivering knowledge content through these self-service experiences helps eliminate simple interactions that put more pressure on the first line of support and helps reduce the cost of using human agents.
4. Keep Customer Experience Consistent Across All Channels
The other way you can keep a high-quality use of the CRM software for business is by creating a lasting experience across all channels.
Customers view a business as a single entity and therefore expect some level of consistency on all the media and devices regardless of the agents they talk to or channels they use to connect with your brand.
For instance, you can set up your CRM to send automatic thank you mass emails to customers filling out contact forms on your site.
You can also use the email to tell your customers that someone will contact them soon and send alerts to one of your agents to get that customer.
When it comes to a high-quality use of Creatio CRM, integrations are a must-have. If you plan to leverage both inbound and outbound marketing, then integrating your CRM with email marketing, social media platforms, and
Google Business Manager is key to delivering personalized and targeted messaging.
6. Improve Interactions Quality With Empowered Agents
When customers feel they’ve received answers to simple questions, they will find it more rewarding to interact with your contact center. It would be best to empower agents to offer more specialized, one-on-one assistance to close more deals and improve complaint resolution.
For instance, you can integrate AI-powered automation with your CRM system to capture knowledge and information from agents and display it to customers while also providing a 360-degree view of your brand activities to each customer.