Good customer relationship management means constantly striving to satisfy them, making the most of the information you have about them. This is the key to success, either for the development of your business volume or your client portfolio.
If you wonder what the customer relationship is and how to manage it effectively, you’re in luck: we found out all about it in this article! Also, what is a CRM and what is it for.
What is Customer Relationship Management?
Customer association management is a strategy that aims to:
- Identify to potential customers ,
- attract customers,
- satisfy and retain customers.
Combined with marketing techniques and tools, it becomes a true relational strategy , in which the product is no longer the center of attention, but the customer.
The relationship with the customer takes place at any time in its life cycle , from acquisition to loyalty, and from any department that has contact with it. Therefore, it is not just a task for sales teams.
Customer relationship management is also known as CRM ( Customer Relationship Management ).
The monday crm reviews Manager is the professional profile in charge of managing customer relationships.
Why are Customer Relationships Important?
Customers are the most important part of an organization; Without them, profitability is impossible and the company is doomed to die. Therefore, managing relationships with them should be a priority objective for all businesses.
- From a sales point of view , an organized management of customer relationships is essential to detect sales opportunities and be able to reach them at the right time.
- frm a marketing point of view , a good relationship with the customer allows us to know their behavior and identify their wishes and needs.
- From the point of opinion of customer service , it allows to improve the customer experience and, therefore, to have more sales and loyalty possibilities.
Customer Relationship Management Plan
Arrived here, it is time to know some tactics and strategies to improve the relationship and customer satisfaction.
1. Meet the Customer
Take an interest in your audience before trying to sell them anything:
- What do you need?
- What are you interested in?
- How is?
This approach is the first step towards a lasting relationship with the client.
The knowledge of the clients implies the segmentation of your prospects and real clients in a database fed and updated regularly.
2. Personalize Your Interactions
It is important to personalize exchanges with the customer, sending them the right messages at the right time, and following the key moments of their journey ( customer journey ).
Increase interactions with customers, sending them content that interests them so that they remember you.
3. Actively Listen
Listening to the user through a multichannel customer service , especially in after-sales service, is essential to collect their opinions and continually improve your offer.
Why not collect customer feedback by sending a satisfaction survey at the right time?
4. Do a Constant Follow-Up
Follow up with the customer and encourage them to participate in your community: encourage interactions and reward your most active members, especially your ambassadors on social media or on consumer review platforms.
Also respond to those who express dissatisfaction , this shows your good faith and commitment to the relationship with the client, in any circumstance.
5. Highlight Your Added Value
The value proposition is fundamental: the customer is looking for something more than the purchase of a product or service, they are looking for an experience . You have to differentiate yourself from the rivalry to maintain the interest of your customers.
Offer them quality content : for example, a tutorial after buying a piece of furniture to show them how to assemble it correctly. In this way, your relationship continues after the purchase and you can offer real added value. The important thing is to emphasize that you are still there to contribute things!
4 Tools for a CRM Strategy
You know the importance of customer relationship management, but how to carry it out efficiently? There are different cutting-edge tools designed to carry out your CRM strategy.
1. CRM Software
A CRM software allows you to centralize all the data of your client portfolio in the same place:
- Your contact details ,
- your sociodemographic profile ,
- If preferences ,
- your history (purchases, interactions),
- their behavior , etc.
It is the memory of your relationship with the client . When it’s collaborative and hosted in the cloud, it enables customer relationship management, whether you’re in or out of the company.
2. Marketing Automation
Associated with CRM, a marketing automation tool allows you to send targeted and personalized marketing campaigns, according to the scenarios you define in advance. For example, sending a welcome email.
Both the complete software and the CRM module help in the processes of:
- The conversion of prospects into customers,
- the personalization of exchanges,
- and maintaining relationships.
3. Customer Service Software
The software client care is designed to listen and understand the needs of the customer, especially for problem solving. This can be used at any point in the sales process:
- Before the purchase, provide information to the customer through an FAQ or a chatbot;
- After the purchase , it offers a quality after-sales service to manage complaints and not lose the customer, regardless of the communication channel you use (social networks, contact form on the website, telephone).
4. Survey Software
The survey tool not only allows you to collect the opinions of your customers to refine your offer and show that you listen to them, it also allows you to obtain more information about them.
Did you know that companies that use the right tools are more likely to have successful relationships?