Technology has been revolutionizing the way business is done over the past century. From simple inventions like the typewriter, to faxes and now wearable gadgets, doing business has become less complicated, all thanks to technology. About a decade ago, there was a shift in the way innovators thought about business technology. They started focusing more keenly on ground-breaking communication and productivity-oriented principles. Thus, the CRM was born and has been transforming business every day since. Here are some of the ways in which it has changed business forever.
Improvement of informational organization
Three out of every four customers say that they become a repeat customer for a brand because they had a positive customer experience the first time that they interacted with the business. As a business owner or manager, you will realize that the more you know about your customers, the easier it becomes to provide them with the kind of experience which pays off by the end of the day. CRM allows you to collect customer data in large volumes, analyze it, classify it and store it for easy reference whenever needed. The software will show you that customer X always shops the most when there is a sale on upholstery, or that customer Y always purchases a holiday package for their family around Christmas. Armed with this information, you can create unique experiences for the customer, and boost their brand love from realizing that you actually do get them.
One thing that characterized the 90’s and the early 2000’s in customer support was that it was all about calling with a complaint, being told to hold, and listening to some endless rant about the proficiency of the company for hours on end before getting a solution, if at all you did get one. CRM has changed all that. The biggest fears that customers usually have when launching complaints is that they will not find the one customer support agent who understands the history of their problem and that they will have to keep starting the explanation all over each time they call. CRM has changed all that. Today, when a customer calls or emails with a query, the data is recorded into their account. This means that the next time they call, the customer care representative will simply log into this account and get updated on the history of the problem. This makes work easier for both the representative and the customer, and especially the customer.
Automation of everyday tasks
There was a time when CRM was mainly limited to retail. But as a result of its massive success in retail, other sectors like banking, real estate, hospitality, education, and many others have adopted it. For instance, a real estate CRM helps you organize data about the tenants. You are able to manage crucial updates like when they make their rental payments, any complains they make, requests for repairs and all other important tenant information. It makes real estate property management easier than if you were to follow up on these issues manually. Using CRM technology, customers can book themselves in for a day at the spa or a salon appointment without having to make endless calls to the customer care representative. CRM schedules these appointments and will even help you manage the duty roster for your staff.
There are many ways in which CRMs have changed the way that business is done. With the major advances being made in artificial intelligence and machine learning, business intelligence is becoming easier to acquire and utilize for better customer experiences and to inform marketing ideas. As long as you have invested in the right CRM software as a businessman, you make your business processes easier, boost your productivity and help your customers have a positive experience every time they interact with your brand.