What is CRM? If you are associated with a business, then you’ve probably heard the term “Customer Relationship Management”. Successful businesses are familiar with this term in every aspect. There are millions of registered businesses, but have you ever thought how many of them are truly reaping the benefits of customer relationship management and understand the importance of customer relationship management in their business?
CRM is nothing but a process to manage a company’s relationship with its current and potential customers. A business excels till the time its customers are happy with its products and services. CRM proves to be successful for businesses because it helps identify new leads, increase referrals, helps improve products and services and the overall quality of work. Let’s dig into the benefits of customer relationship management:
CRM involves constantly taking feedback from your current customers about the products and services you provide to them. Honest feedback from customers can help in growing your business. It helps the organization serve the customers in the best possible way. This helps in boosting customer loyalty towards the organization. The more customers trust your brand, the higher the percentage of conversion rate is. This in turn generates more business, increasing the turnover and revenue for the organization.
Do you know and understand your customer well? Are you aware of what interests your customers the most? What is it that your customers are searching for? It is of prime importance to know your customers.
Getting a good understanding of what your customers like or dislike gives you an opportunity to cater to their needs and wants better and in a more personalized manner. You can position your products and services in a way that your customers will find most appealing.
For the smooth functioning of all domains of a business, it is important that all the roles and responsibilities aligned with any customer are well defined and allotted to employees clearly. Whenever a customer faces an issue/problem, the team should be well prepared to handle that particular customer and be aware of their customer history.
Why do businesses lose out on customers? Online businesses have chat service enabled on their website to address any query of a customer instantly. However, to answer the query of a customer instantly, one needs to have easy access to the information to avoid leaving a bad impression on your customers.
Having a CRM module makes it easy for employees belonging to any department to have complete access to all the information of customers irrespective of the place where they are.
The most important advantage that comes along with doing CRM for your business is its time and cost effectiveness. Business employees can view any essential detail at the click of a mouse. This makes CRM all the more important, it saves the hard work of manual work that was done earlier. CRM being on centralized database, hence makes accessing any information possible in a split second. This increases the productivity of a business.
A relation with a customer is not over after the delivery of a product or a service, in fact a relation with a customer goes way beyond making a sale. This is why businesses need customer relationship management, to help out a customer facing a problem with your service/product. Customer relationship management helps in taking businesses to new levels of success.
Anuja is the Co-founder and CEO of RedAlkemi Online Pvt. Ltd., a digital marketing agency helping clients with their end to end online presence. Anuja has 30 years of work experience as a successful entrepreneur and has co-founded several ventures since 1986. She and her team are passionate about helping SMEs achieve measurable online success for their business. Anuja holds a Bachelors degree in Advertising from the Government College of Fine Arts, Chandigarh, India.