Product-led Growth has brought about a lot of awareness around the key to the success of any business in 2022. It is the customer who decides the fate of your product.
They try out the product or service for themselves, see if it fits their work requirement, and only invest in the subscription models.
Ultimately, it boils down to impeccable product experience coupled with customer satisfaction.
A great customer experience helps you gain organic leads, convert to paying customers, and refer you to more prospects — all of which ultimately boost brand loyalty.
So how do we ensure all the customer needs are well taken care of?
Customer Relationship Management
Customer Relationship Management (CRM) is a Powerful tool business enterprises use to manage customers, streamline processes and increase profitability.
It is a combination of strategies, practices, and technologies that companies use to interact with their clients, customers, employees, and suppliers.
It not only focuses on your organization’s existing relationship with clientele, but a good CRM enables winning new clients, providing continued support, constantly upgrading features, and a relatively small learning curve for the smooth onboarding of new users.
Customer expectations are increasing by the day, and an increase in market competition makes it even more vital for businesses to adopt the latest practices and stay above the curve.
CRM systems are continually developed by integrating new technological innovations to enable many B2B and B2C organizations to maximize their businesses.
If you want a loyal customer base and an exceptional experience, here are a few trends and best practices of the future to look out for:
Future Trends To Adopt Today
When you automate the necessary but repetitive processes such as data entry and calendar management, your employees get to focus on more skill-involved tasks. It improves productivity, betters the sales cycle, and generates MQLs and SQLs with higher qualification rates.
Collecting, organizing, and predicting can all be done using advanced AI and Machine Learning. It analyzes data on a large scale in minutes to create a more personalized experience for your users.
How to adopt
- Data Sync — Ensure sales reps and marketing teams are on the same page by syncing the data across multiple automation tools through CRM. Visualization of data makes it easier to keep cross-functional teams aligned.
- Email Sequence — Use CRM data and customer journey map to create personalized email sequences for every touchpoint without recreating content manually for every lead.
- Customer Service — Train your customer service agents to use tools to automate their workflows. Feed chatbots human-like responses with high accuracy to engage with potential leads and service-related issues.
Integrate Artificial Intelligence
Besides the voluminous influx of data points managed by automation, a rise in business transactions has led to complex customer patterns and company relationships.
As CRM tools become highly adopted across industries, they are becoming more intelligent in delivering accurate insights to help make better sales and marketing decisions.
All this is possible through AI integration, which helps synthesize, analyze and interpret data even better than a human could. Once data is fed, AI systems are independently adaptive, which means they learn as they go without continuous monitoring.
How to adopt
- Generate leads — Close sales pitches with the best price by leveraging AI to analyze costs, discounts, payment terms, and incentives of similar distributors. Only invest in search tool-generated prospective accounts with a high probability of engaging and purchasing.
- Personal Assistant — Use data mining and AI to learn from customers’ online behavior, such as purchase history and searches, to provide a personalized experience for your customer’s use cases. Spoon feeding your users predictions, suggestions, and tutorial nuggets help build loyalty and retention.
- Multitasking — With an increase in the number of contact channels, the customer touch points are endless. AI system helps lessen the load on service teams by answering queries, solving minor issues, assisting with upselling and guiding users through the flows, all at once, via features like chatbots and breadcrumbs.
Build for Mobile
With an increase in usage of mobile phones over the years and an exceptional surge during the pandemic, customers are accustomed to receiving almost immediate assistance with just a push of a button.
Your business needs a solid mobile presence to stay ahead of the curve, and you need to train your employees to navigate the iOS and Android platforms from any location.
Sales, marketing, and customer support teams reach 65% of their target through mobile CRM and other compatible SaaS tools, compared to only 22% of non-mobile CRM companies achieving their goals.
How to Adopt:
- Fitting Technology — Pick tools for your organization to make life easier for all departments, from sales to logistics. It facilitates cross-team communication, is responsive on all resolutions, and is compatible with iOS and Android operating systems. Provide work technology with pre-configured CRM to improve security.
- Teams training — Most people would stick to old ways just for convenience. To help them make the most of mobile CRM, use tools that help you provide learning materials like videos or step-by-step training to your organization to use the SaaS tools with ease.
- Determine strategy — Establish a strategy organization-wide. For starters, Upsell mobile interactions using your current email and marketing lists. Launch segmentation and personalization by capturing profile and preference information across mobile opt-ins. Integrate mobile messaging into an existing CRM where a text can trigger an email. Analyze activity across channels to arrive at wholesome conclusions.
If you ever imagine closing deals on the move, now you see that it’s not only a possibility but a necessity.
To actively include CRM into your workflows, prioritize the data from customer-centric metrics such as customer lifetime value and bounce rates instead of channel-centric metrics like clickthrough rates and ROI from end-user marketing.
Keep users in the center of decisions making and deliver more value by establishing Customer Relationship Management tools and strategies.