How Implementing CRM can Help Organization Built a Stronger Relationship with Customer

16 Dec 2021

Popular Articles

With the current pace of technological advances, it is easier for customers to access various services or products from various companies, this means that competition in the market is also getting tougher, because it is not difficult for customers to find companies for replacement. One of the aspects that makes a customer stay loyal to a company is not only the quality of the products offered, but also in terms of the relationship that the company establishes with the customer. The better and stronger the relationship built by the company will make the customer feel valued, comfortable, and became more loyal to the company.

Therefore, companies must be able to take advantage of these technological advances to streamline the process of building a relationship with customers, because if done without the help of the right technology, it will be difficult for companies to get up-to-date reliable information to build these relationships and store them. This is motivated by the fact that this data does not only come from one side, but many departments and platforms, such as sales, customer service, marketing, social media, and others, making it difficult to stay on track, causing communications to be missed or lost in a flood of information and leading to a slow or unsatisfactory company response to customers. Even if the company manages to collect them, it will be challenging to understand and translate all this data into useful information for business processes.

By implementing CRM, it can help companies to overcome this challenge. CRM itself is software that makes it easier for all companies to manage all interactions within the organization with customers and potential customers, thus enabling companies to maintain good relationships and loyalty with their customers. CRM software helps companies to focus on their relationships with customers, service users, and others throughout the company’s business cycle, including finding new customers, providing additional support or services, and so on to strengthen relationships and enable companies to increase their profits.

Here is how CRM helps companies to achieve this:

A CRM system can help companies to easily view all the data about their customers, be it customer’s previous history, their order status, customer service issues, and more in one place.
CRM systems assist Marketing and Sales staff in collecting, organizing, and analyzing the company’s relationships with customers and potential customers by tracking every interaction that customers have made, whether it’s data from the website, email, telephone, social media, and others, thus enabling the Marketing team and Sales to obtain information and know more about their customers and view the history of transactions that have been made to identify needs and improve customer satisfaction.
CRM systems can help companies to track customers complaints or feedback about the company from various platforms after the company has made a close deal and integrated it with customer service, so that companies can process complaints and customer feedback more efficiently and act for it so that customers do not lose trust with the company.
And many more.

All the help provided by CRM systems makes it easier for companies to build and maintain relationships with customers because of CRM ability to help the company collect, organize, and analyze their customer’s data from various media and platforms so that companies can get to know their customers better and identify their needs. The results of the analysis from CRM itself, such as analysis of customer purchase history, and others can also be used by companies to determine the steps to be taken for the future, such as what products will be suitable for the next launch or what products that are suitable to offer to each of their customers. On the other hand, CRM also allows companies to improve the quality of their services or products based on the results of the analysis and feedback from customers, that way, customers will become more loyal to the company.

The CRM system can also be integrated into other business applications such as document signing, accounting, billing, and surveys, so information flows in both directions, providing company with a true 360-degree view of their business and make the process of building and maintaining relationships with customers can be performed more optimally.

The benefits of CRM to help companies build good relationships with their customers have been used by many companies, some of which are Love Pop companies that implement Agorapulse, a social CRM application, to help to handle customer complaints on their social media quickly and easily, so that the company’s image and customer relationships with the company are well-maintained. Bank BCA also implements CRM in their company by issuing a new service, namely the KlikBCA website, which makes it easy for their customers to make transactions or access other services from Bank BCA anywhere, and many other companies have implemented CRM in their companies.

Reference:

Kanaya