Managing Great Customer Relationships after the Sale
Blog: BPMOnline Blog
CRM is essential to achieve a successful and thriving business. A good CRM application can help you track all interactions between your company and its customers and can assist you in developing an ongoing relationship with your clients, even after that first point of sale.
Customer Relationship Management (CRM), which is the broad term covering how a business interacts with its customers, is essential to achieve a successful and thriving business. A good CRM application, which can help you track all interactions between your company and its customers, can assist you in developing an ongoing relationship with your clients, even after that first point of sale.
Know your customer
The first way CRM software can assist your business is by helping you communicate with customers. Keep track of detailed communication history, customer current needs and level of satisfaction in a single application. Automated workflows in the system will escalate complaints or compliments to the appropriate manager for follow-up.
Report features in CRM software can help you measure the level of customer service throughout your organization. You can use it to track product returns, order fulfillment times, delivery times, average time spent on client calls, and more.
Supercharge your salesforce with CRM
CRM software can help automate different time-consuming tasks, helping to free time for more important sales-related activities and after-sales support. This will give your employees the more time to reach out to customers, keep your website accurate and up-to-date, and to respond to customer calls and emails quickly.
Transform Your Business into the Customer-Centric Organization
Good CRM also involves the constant solicitation of feedback from your customers. You can initiate this process through hard-copy or e-mailed newsletters from your business, face-to face appointments, telephone calls, or your website. Regardless of the manner in which you collect the input, it is important that your clients see how you are acting on it. Be sure to follow up with anyone who has completed a satisfaction survey or otherwise provided a suggestion to let them know how much you appreciate their helpful feedback, and to state what processes you have in place, or will have in place in the future, to address their concerns.
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