Now that the general CRM advantages for customers have been laid out, it’s time to talk about the advantages of customer relationship management specifically for business. CRM Software in Nairobi is useful because of a number of reasons, all of which in the end will make working more streamlined and boost your bottom line.
Ready? Let’s take a look at some of the many CRM features and benefits:
1. Better client relationships
By having access to a unified view of contact and customer information, you’re in a better position to know who’s who and provide personalized, thoughtful service and support. By receiving in-app notifications of customer inquiries across multiple channels (social media, web form, email, voice, and more), your response times will be faster; automation tools for transferring inquiries to the most relevant agents, and collaborative tools to involve multiple team members also make your responses smarter, and speed up issue resolution times.
CRM systems can dramatically improve customer experience, helping you retain existing customers and turn leads into new customers.
2. Ability to cross-sell
To increase sales doesn’t only mean new customers but selling new products to regular customers. CRM Software in Nairobi gives you in-depth information on a customer’s purchasing behavior and their place in the customer life cycle. When you know what products they’ve bought, you can intelligently cross-sell products and services related to their interests. With the right planning and data, you can avoid the major pitfalls of cross-selling, i.e. annoying customers with irrelevant or poorly timed suggestions.
When you know customer needs inside and out, and their preferences over time, there’s also the benefit of better upsell results. CRM data collection and marketing automation can identify the incrementally more expensive, higher-end products and services that a customer will actively consider, rather than reject out of hand.
3. Organize customer information
With CRM, all your customer data across channels is consolidated in one place. You can easily keep track of who’s who, log notes on individuals, and see the history of each customer’s interactions with your company. For example, when they visited your website, if/when they spoke to a sales, support, service rep, and what they’ve purchased.
This allows you to see where in the customer life cycle or journey your customer is, and segment customers according to interactions with your company. CRM contact organization tools also have tools for eliminating duplicate customer profiles.
4. Sales productivity
Sales productivity tools notify you to send a follow-up email, provide detailed customer purchase histories, and allow you to track deals through the sales pipeline. They can also identify a new sales opportunity, and track existing opportunities by stage, month, amount, and the probability of success.
Sales reports provide detailed views of who your best customers are, where your leads come from, sales pipeline pain points, customer motivation for purchasing from you, and more.
5. Improve customer satisfaction
When customer interactions are backed by service CRM Software, you’ll be better positioned to increase your standard of service and support. Over time, you’ll be able to build up distinct customer profiles, leading to an in-depth understanding of group values, preferences, and demographic and geographic information. You can identify your stable customers and reduce marketing activities accordingly and determine churn risk and customer sentiment, meaning you can intervene in a timely fashion to shore up relationships and save deals.
More directly, CRM Softwareoffers survey features for monitoring customer satisfaction and customer ratings for individual service and sales reps.
6. Centralized database across your sales organization
A database unifies information across departments and teams, allowing you unlimited access to lead and contact information, purchase histories, inventory, sales, and marketing information. When your sales reps are on the beat, they’ll be able to have access to a client’s interactions with other departments like service and support, meaning they’re well-positioned to anticipate customer demand.
You can also capture multichannel customer interactions, like when a customer fills out an online contact form, spends time on a specific website section, or leaves a blog comment; with a CRM platform, that information all goes into an organized database and becomes a part of your business’s useful data.
Contact for more information Afro Digico limited.