Customer relationship management is taking regular old customer service tactics, and creating
a systemized process for your business.
Having a customer relationship management system in place helps create a cohesive and uniform customer experience from beginning to end.
For example, Chick Fil A is known nationwide for its customer service,.
They do not just leave its customer relationship management to its employees and just hope for the best.
No, they are systematic in how they train their employees. They train them to say certain words, and say it a certain way.
How someone says something can be just as important if not more so, than what they say.
Communication is 80% nonverbal with tone of voice making up a whopping 30%
Thus it is very important that you craft a customer service management system that facilitates your customers buying experience in your establishment, and not destroy it.
Remember the customer doesn’t have to buy from you.
They can always go to another competitor.
What are some Customer Relationship tools?
Customer relationship management software are tools to organize your contact info and manage your relationship with current and prospective customers, clients, and other contacts. They’re address books on steroids—the modern version of old-fashioned Rolodex.
A good address book app like Google Contacts lets you list your contacts, add detailed contact info, write notes about each contact, and find email messages they sent you in Gmail. You can even organize contacts into groups, perhaps to keep customers in one list and new leads—people interested in your products—in another.
A CRM app will do that and more, thanks to the R in its name: Relationship. CRM apps typically are built around relationships. They’ll help you find all your contacts who work for the same company and any messages that have been sent about your work with that company, and show you who on your team was in contact with them last so you can get an intro. A CRM will help you get the big picture of your contacts, and help you know exactly what to talk about the next time you meet or email someone.
How does having good customer relationship management system help you stand out from your competition?
You need to establish a well oiled customer relationship management script.
Having a great customer relationship management system in place requires creating a customer service script that you train your employees vigorously.
This customer service script is designed to provide a consistent and quality customer experience for every one of your customers.
Businesses that operate without a quality customer service script often hit or miss with their customer service.
In these types of businesses, customer service is usually based on a mood or attitude of its employees at any given moment.
If the employee is having a good day, then they provide good customer service.
If they’re aren’t having a good day, than woe unto thee who steps upon an employee scorned.
But having a good customer management script in place prevents the ups and downs of the customer experience.
How does having a good customer management system improve your business life?
Learning. CRM helps businesses learn about their customers, including who they are and why they purchase your products, as well as trends in customers’ purchasing histories. This allows businesses to better anticipate their customers’ needs and, as a result, fulfill them. Effectively using customer relationship management can also provide a strategic advantage. Well organized customer data helps companies select the correct recipients for promotions and new products.
• Organization. CRM allows businesses to become more efficient by organizing and automating certain aspects of the business. From sales processes to marketing campaigns and business analytics as well as customer data, CRM automates and streamlines these processes for businesses. This allows businesses to organize these processes into simpler, easier to understand data.
• Optimization. Finally, CRM software allows businesses to optimize their customer interactions. By simplifying and streamlining many of the more complex customer interaction processes, CRM increases customer satisfaction.
A good customer relationship management system gives your business an edge over your competition, while also making your customers happy.
Who doesn’t want to make their customers happy?