November 2015
5 Brilliant Things You Could Be Doing Much Better by Using Great CRM Data
Ask people what makes the world go round and their answer will range anywhere from wild things such as love or money, to the always sensible ‘gravity’. For businesses in the 21st century, however, it can be argued that data – and intelligent use of said data – is what keeps the world spinning and the cash flowing. With great CRM data at your fingertips, more is possible for your business than ever before – which means the chance to improve everything you’ve been doing already, including (but not limited to):
1. Gauging Customer Satisfaction
With a smart CRM system it’s never been easier to understand how your customers are feeling. Rather than awaiting angry phone calls or chasing up for telephone feedback, automated systems can email short surveys to customers, giving your business a pro-active element to it. If they’re not willing to reply, that in itself paints a picture of their current sentiment.
Additionally, easily analysing data on customer drop-off and quickly assessing existing feedback records will allow you to understand what it is customers are unhappy about with your business. Once you’ve identified the problem, you’ll be in a much better position to fix it!
2. Tailoring Your Offering
Are customers making specific requests, such as times to call or payment days? Are there a large number of differing preferences across your client base? If your bespoke CRM has been built specifically to enable you to capture these fascinating insights, you’ll find that you can easily offer your customers a more tailored experience that will see them more likely to remain with your business for the foreseeable future.
3. Up-Selling
Great CRM data makes up-selling to clients infinitely easier, and can ensure that you’re offering the most relevant services to each individual. A great example of this is storing information on the types of customers your business has, their preferences and the services that have most helped similar customer segments. With this knowledge backing up your team, they’re able to make a more convincing case for customers to upgrade or update their service offering, and can apply a strategy behind who to contact, rather than blindly getting in touch with everybody.
4. Providing Better Customer Service
A friendly voice on the phone only does so much for customer service; to really ensure satisfaction, it’s important to make individuals feel looked after, and nothing quite says that they are than when every team member has access to the customer’s files and background. Sharing this information improves the customer service experience by reassuring individuals that everyone on your team is up to date on their specific circumstances, reducing frustration and increasing satisfaction.
5. Understanding Your Team
Of course a great bespoke CRM won’t just focus on customer data, but also your team and knowledge of their workflow. This data is invaluable in helping you to run the company more efficiently, taking care of sluggish processes and workflow issues in order to help the business to grow. This data is going to help you to understand the players on your team, their strengths and weaknesses, and how they fit into the business’ plans for growth.
Interested in taking your CRM to a new level? Blast off with a demo from Lunar and discover the power of a bespoke CRM tailored to you and your team. Get in touch for details!