CRM for sales, marketing and more

Customers are always the main focus of any business, and CRM meets your needs in sales and marketing, as well as customer service, supply management and logistics. Nevertheless, although CRM can be used for all the above, it also offers some other benefits to your business. Let’s take a look at some of the most important ones.

Customer profiles

Understanding customer needs lies at the heart of quality customer service. In the past, this required a personal relationship between the business owner and the customer. Nowadays, this is not always feasible, but CRM can play an important part in gathering all the information about each customer, which will be used by the staff to understand more quickly the customers’ choices. For even greater success though, all customer data should be included in the system.

Multi-channel support

Some customers prefer emails, others social media, phone calls or even text messages. For even better customer support, you should connect your CRM to a variety of channels, so that your staff can access and interact with each customer using their preferred channel. Accordingly, your CRM should be setup in a way that allows you to interact with your customers, regardless of their preferred communication channel.

Deeper understanding of customers’ needs with AI

It is clear that customers’ overall assessment of your business is very important and CRM combined with artificial intelligence, will help you understand the needs of each customer with the so-called “sentiment analysis”. AI “listens” to customer needs and understands their behavior from how they respond to emails. Basically, it detects the customer’s predisposition and thus, helps you make your customer service even more responsive, fast and personal.

Social media data

Another asset that you should combine with your CRM is social media data. You can learn a lot about your customers from their Facebook and Twitter posts. You can develop even stronger connections, and at the same time understand how your customers really feel about your brand. Make sure you make the most of social media integration with your CRM and educate your employees on how to use such data.

Immediate… response

Customers will not wait for your customer support, when smartphones have made communication so immediate. Unfortunately, if a business is constantly late in its responses, it will eventually pay the price. Your customers need your support asap, not after several hours. Once again, CRM can help you by alerting your sales personnel in real time whenever a customer contacts your business; the quicker the response, the happier the customer.