Remote operations
Marc Prempain
15 April 2024
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Customer Relationship Management (CRM) software has become a must-have for many customer-facing businesses. This software helps track each step of the sales cycle and retains customer information for future purchases. When so much business is taking place online, CRMs close the gaps in customer service compared to traditional brick-and-mortar stores. So what are the biggest advantages of CRM? Improved customer experience, a better understanding of customer needs and wants, and increased sales are just a few reasons. In this article, we will delve into six of the main reasons companies are adopting CRM technology.
Customer experience is becoming a significant differentiator for businesses. After more than one bad experience, over 80% of customers say they will defect to another company. The advantages of CRM include improved measurement of customer experience via key performance indicators like Customer Satisfaction (CSAT) which affect customer experiences. CSAT measures customer satisfaction for each individual customer interaction. CSAT allows you to customize the customer experience to be optimized for your customer’s preferences. CRMs also allow you to follow along the customer journey, allowing you to keep a close eye on these metrics as the customer goes along. Customer Effort Score (CES) shows how easy a customer deems it to do business with your company. CRMs can measure many of these KPIs in real-time.
Repeat business is an important source of revenue for most customer-facing businesses. CRM solutions allow you to keep track of customer retention and make it easier to reach out to your customer base and determine retention factors. Notably, the Net Promoter Score (NPS) is used to measure how likely a customer is to recommend your company to a friend. Customer Churn shows how many customers you lose over time. Existing Customer Revenue Growth Rate is another essential retention metric that shows if existing customers’ revenue is growing. If it is falling, it suggests that you have a problem with customer retention.Â
Most CRM platforms include strong data security and privacy protections. As cloud-based CRMs become more prevalent, protecting customer data and other sensitive information have never been more critical. That is why major CRM platforms include special security features. Microsoft Dynamics 365 CRM includes access restrictions based on role, field, or a specific record. These safeguards prevent someone unauthorized from accessing customer information.Â
CRM systems allow an unprecedented look into the effectiveness of marketing campaigns. They can tell you precise details about what campaigns a customer has interacted with and whether it led them to visit your website or even make a purchase. CRMs empower sales and marketing teams to create more effective campaigns on social media and beyond. They help customize messaging on the individual level based on customer data. The power of AI and customer-specific data from the CRM combine to make a powerful and effective marketing campaign that leads to more sales.Â
CRMs are useful for selling products and services, but they also effectively establish and maintain customer relationships by providing attentive customer service. Compared to conventional online sales, CRM users have more direct contact with the customer. The sales team can leverage customer information to build stronger customer relationships. Alongside technologies like co-browsing and remote assistance, CRMs allow even a small business to provide online shoppers with the same attention as an in-person retail experience. Best of all, CRMs will enable you to reach out to customers in their preferred mode of communication.
CRMs are built around omnichannel communication, which means giving customers the option to pick how to communicate. CRMs allow customers to communicate in different ways, including text chat, email, social media, and voice calls. Zendesk, Salesforce, and other major CRM platforms integrate effortlessly with ViiBE’s video call software. ViiBE can use either your CRM’s ticketing system or its own ticketing solution. New technologies like CRMs and ViiBE provide the customer with a customized, more attentive experience than traditional call centers. All a customer needs to connect to a ViiBE call is a simple web link. Since CRMs work with many different methods of communication, you can often track which channel of communication is most popular with your customers.
ViiBE not only works with existing CRMs but also compliments them in its mission to improve customer service. ViiBE can plug into your CRM’s ticketing solution or uses its own solution. When a customer wants to interact with a customer service representative, ViiBE makes it simple to connect to a video call. A customer can join a ViiBE call with no download or login required. ViiBE integrates an omnichannel approach by also offering voice and text chat. Its web app works on any internet-connected device with a camera, from smartphones to AR-enabled headsets. ViiBE makes it easy for your representative to focus on the customer, no matter where your customer is in the sales cycle. ViiBE will work with your existing contact center equipment or allows you to set up a virtual call center.Â
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ViiBE’s cloud-based knowledge management tool can store call-related data like documents or screenshots and even keep the call itself. This approach simplifies quality control and makes it simple to retrieve past customer interactions. If you choose to use ViiBE’s ticketing solution, you can store multiple calls under a single ticket. This functionality means repeat callers can pick up where they left off. ViiBE measures the first call resolution rate to make sure that, on average, callers are satisfied after the first call.Â
The invention of CRM platforms has revolutionized marketing, sales, and customer service. Choosing the right CRM is not always easy, as you need to analyze many advantages related to different use cases. Indeed, thanks to CRMs, companies have an unprecedented grasp on the customer’s needs, wants, and overall satisfaction. It’s easier to retain customers and to provide more attentive service. ViiBE is designed with the same philosophy in mind. It integrates well into major CRM platforms, allowing your employees to quickly reach out to customers at any time in the sales process. ViiBE is built around simplicity and flexibility. Its download-free web app works from anywhere (with the internet) on nearly any device. Consider adding ViiBE to your team’s toolkit. Â
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