In today’s digital world, it is vital for you to manage your relationships with your customers systematically by taking advantage of new technology efficiently and profitably. The traditional linear customer relationship management is being replaced by a multidimensional digital journey.
Salespeople’s and marketer’s focus has been shifted from selling products and services through a website to a targeted customer experience. While it is true that you can get hints of a visitor’s intent on your website, nothing can give you a clearer picture of their needs than a Customer Relationship Management (CRM) System.
A CRM system can offer your business a powerful competitive advantage by capturing all the different states of a customer’s lifecycle, from visiting your website and downloading an e-book to signing up for a demo and buying a monthly subscription. In turn, you will be able to take action based on rich insight and not just assumptions about your costumers, i.e. find out how to retain existing customers, get new ones and increase your sales.
Here are some of the main benefits that a CRM system can offer to your customer experience journey:
- Identifying and anticipating your customers’ needs
- Forecasting and planning your sales
- Closing and following up sales
- Measuring your sales force performance and setting targets
- Managing customer service
The quality of the customer experience on your website is the starting point of any new customer relationship and then everything can be centered on your CRM system. This is basically your company’s integrated framework to fill in any information gaps about your customers track lead activities, measure customer satisfaction and provide excellent after-sales support at any given time. Also, CRM software can help you identify opportunities, automate your sales and marketing processes and provide an overall unified customer experience.
So, what do you have to do next? First consider whether you need a CRM system to step up your sales process in this new digital world and then choose carefully amongst the different CRM vendors to find the ideal solution for your organization.
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