COEPD – Center of Excellence for Professional Development Happy Learning
CUSTOMER RELATIONSHIP MANAGEMENT
Blog by – Parul Soni
“Get closer than ever to your customers. So close that you tell them what they need well before they realize it themselves.” – Steve Jobs, Apple
Customer’s satisfaction is the key to success in any Enterprise. In the commercial world the importance of retaining existing customers and expanding business is paramount. The costs associated with finding new customers mean that every existing customer could be important.
Customer relationship management CRM is an approach to manage all your company’s relationships and interactions with your current customers and potential new customers. It helps you improve your profitability. Now various CRM software are also available in market for managing this.
CRM Strategies
- Define a Goal about how to bring your customers.
- Prioritize your Customers based upon how profitable (or how likely to become profitable) they are.
- Communicate with your employees and involve them in every step of strategic process.
- If some aspect of your business isn’t working the way it should, keep your workforce in mind, and whenever possible, introduce your new CRM policies gradually.
- Start tracking your customers before first contact. This will give you an edge in understanding what your customer wants.
- Sync everything to your CRM like importing client-related appointments from your calendar, updating cancellations and other changes, and sending reminders when appropriate.
- Evaluate and improve your approach by knowing your weaknesses and strengths in business
CRM BENEFITS
- One of the prime benefits of using a CRM is obtaining better customer satisfaction.
- By using a CRM strategy for your business you will be able to increase the revenue of your company to a great extent.
- Maximize upselling customers premium products that fall in the same category of their purchase, and cross-selling complementary products to customers, on the basis of their previous purchases
- Better internal communication
- Optimize marketing by understanding your customer needs and behaviour, thereby allowing you to identify the correct time to market your product to the customers.
